transferring from 711 speakout

[meganwang]

during the transfer proccess it asked for my account number, but 711 speakout does not seem to have account numbers. according to google each account is "identified by its phone number", so i used my phone number as my account number. i was able to activate my pm account and subscribtion, but not able to complete the transfer process and received a message saying i "entered the wrong account number". now i can make calls and use data on my new phone, but receive calls on my old phone. pm said they would reach out but have not for a day 

[softech · Accepted solution]

@meganwang 

First, there is no account number with Speakout, so, porting have to be done via IMEI or PIN.  And remember, Speakout does not send SMS for port authorization and it might takes time

For IMEI,  Speakout uses the IMEI at time of activation or at some point in your account history, not the IMEI currently on the network.  This means that for older Speakout account that you have changed phone since you joined, you might need the IMEI from a phone several years ago.  So, what you provided might or might not work

You can call Speakout customer service and provide them the IMEI that you have to see if it matches what they have on the account.
If it does, then you can port with the IMEI only, instead of the PIN.  But If you no longer have access to that IMEI, Speakout Support will not disclose the IMEI to you, and you will have to provide Public Mobile with the PIN.

Once you have the correct information sorted out, you can then call PM porting team and provide them the correct information.    I will message the number to you via the Community inbox ( https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage ) .  Check the envelope icon on top right.  Call them and get it fixed

But sometime this live support teams might say they can't help.  In such case, you will have to engage support team by Community messaging here:
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there

[Chalupa_Batman]

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@meganwang wrote:

during the transfer proccess it asked for my account number, but 711 speakout does not seem to have account numbers. according to google each account is "identified by its phone number", so i used my phone number as my account number. i was able to activate my pm account and subscribtion, but not able to complete the transfer process and received a message saying i "entered the wrong account number". now i can make calls and use data on my new phone, but receive calls on my old phone. pm said they would reach out but have not for a day 

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Sounds like your porting request didn’t work.

There are two options. There is a number you can call that is primarily used for Koodo and Telus but some have had success using it with Public Mobile porting issues. Please go to your inbox using this link to see the number as they don’t allow the number to be posted on the forums.

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Alternativly, and according to Public Mobile CS Agents, since Public Mobile is a self serve service, they prefer you create a ticket. Here is a direct link on how to contact a CS Agent.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.