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Good Citizen / Bon Citoyen

Entered incorrect service provider information when transferring phone number to a new PM account

I setup a new PM account and plan for my mom yesterday, but she had given me the wrong account details of her previous provider for transfering over her existing phone number. How can I update it with the correct information? She's able to send and receive texts, use data and make outgoing calls, but incoming calls only come through her other service/ old phone. 


Accepted Solutions
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Great Citizen / Super Citoyen

Re: Entered incorrect service provider information when transferring phone number to a new PM accoun

Send MOD a private message, explain the situation and provide correct information.

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

 

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Great Citizen / Super Citoyen

Re: Entered incorrect service provider information when transferring phone number to a new PM accoun

Send MOD a private message, explain the situation and provide correct information.

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

 

View solution in original post

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Mayor / Maire

Re: Entered incorrect service provider information when transferring phone number to a new PM accoun


@Monipri wrote:

I setup a new PM account and plan for my mom yesterday, but she had given me the wrong account details of her previous provider for transfering over her existing phone number. How can I update it with the correct information? She's able to send and receive texts, use data and make outgoing calls, but incoming calls only come through her other service/ old phone. 


That's normal during the port...it can take few hours for a cell number to 1 week with a landline number...Because it's more than few hours write to the moderator. And during the waiting you can use the old sim. Your number need to be active during all the process until it's finished and all setup.

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Good Citizen / Bon Citoyen

Re: Entered incorrect service provider information when transferring phone number to a new PM accoun

This is her account... if that helps

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Mayor / Maire

Re: Entered incorrect service provider information when transferring phone number to a new PM accoun


@Monipri wrote:

This is her account... if that helps


We are customers like you..we don't have any access to your or her account..only the moderator as suggested above.

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Good Citizen / Bon Citoyen

Re: Entered incorrect service provider information when transferring phone number to a new PM accoun

Thank you, I have emailed them! 🙂 

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Town Hero / Héro de la Ville

Re: Entered incorrect service provider information when transferring phone number to a new PM accoun


@Monipri wrote:

Thank you, I have emailed them! 🙂 


Hopefully it's not too late and they will be able to reverse it If it goes through then it becomes more complicated.

 

 

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Oracle

Re: Entered incorrect service provider information when transferring phone number to a new PM accoun


@Lieux wrote:

@Monipri wrote:

I setup a new PM account and plan for my mom yesterday, but she had given me the wrong account details of her previous provider for transfering over her existing phone number. How can I update it with the correct information? She's able to send and receive texts, use data and make outgoing calls, but incoming calls only come through her other service/ old phone. 


That's normal during the port...it can take few hours for a cell number to 1 week with a landline number...Because it's more than few hours write to the moderator. And during the waiting you can use the old sim. Your number need to be active during all the process until it's finished and all setup.


@Lieux, you missed a key factor is why this port hasn't gone through.  The wrong account information was provided during the port so this issue needs moderator assistance immediately to be resolved.


* I am happy to help, but I am not a MOD please do not include any personal info in a private message to me, click the "?" in the bottom right to create a trouble ticket *
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Great Citizen / Super Citoyen

Re: Entered incorrect service provider information when transferring phone number to a new PM accoun

Simply Log in to your Mom's online account you created when you tried to port her number the 1st time. When you firsy log in , look to the far right side of that page and you will see 'CHANGE MY NUMBER". Once you click on that then click on bring a number from another provider. Then enter the correct info from your mother's old provider. You will need her account number, PIN and phone number you want to port over ( that is her old phone number). Once this is done and you hit submit, if all was entered correct, the port should start. It may take up to 3 hours for this to complete. Once it is done you typically get an email and text to say your number has been ported successfully. You can also log back into your mom's online account and see what number is now listed as active for her ( if the port worked  you should see her old number she had with the old provider). Also you can try to make a call to her old cell number and her current Public Mobile cell phone should ring.. Hoping this helps.

Cheers.

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Moderator

Re: Entered incorrect service provider information when transferring phone number to a new PM accoun

I'm sorry to hear that. Robot Sad

You will need to contact a member of our Moderator Team.
Submit a ticket via the 24/7 virtual assistance SIMon to them to get this looked at!
Note that you will need to create and/or sign in to the Community for the below link to work.

SUBMIT A TICKET - https://www.publicmobile.ca/en/bc/get-help

 

[Solution moved to earliest post ......... Luddite]