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NatalieAK
Great Neighbour / Super Voisin

Instructions Unclear: Leaving your SIM card in to receive cancellation message

Hi guys!

Just switched over yesterday. I didn't see anywhere in the instructions that i had to leave my SIM card in so that my previous provider could confirm my cancellation. This seems like a pretty important step to include. Did anyone else have this problem?

It should be SUPER BOLDED so that people don't mess this up (it also makes it way easier for the Public Mobile team to help people)


Accepted Solutions
t_p
Model Citizen / Citoyen Modèle

Re: Instructions Unclear: Leaving your SIM card in to receive cancellation message

The instructions for changing or porting numbers can be found here:

How to choose your Phone Number (publicmobile.ca)

 

  • Your old SIM card must be inside your device and your account with your previous provider must still be active so you can receive and respond to the SMS and authorize the request. Please do not replace your old SIM card with your Public SIM until you have responded to this message.

 

I know it's not always intuitive but since Public Mobile is basically a self-service community, it's always a good idea to read up as much as you can the relevant Help Topics before taking action.

View solution in original post


All Replies
sunflowershine
Deputy Mayor / Adjoint au Maire

Re: Instructions Unclear: Leaving your SIM card in to receive cancellation message

@NatalieAK Are you porting your previous number to Public Mobile? If so, you will receive the completion of porting message to you by text message. If the porting still in process, you won't be able to receive call from your friend and you may need to have your old SIM from previous carrier in a spare phone. Hope that help!

Welcome to PM!

t_p
Model Citizen / Citoyen Modèle

Re: Instructions Unclear: Leaving your SIM card in to receive cancellation message

The instructions for changing or porting numbers can be found here:

How to choose your Phone Number (publicmobile.ca)

 

  • Your old SIM card must be inside your device and your account with your previous provider must still be active so you can receive and respond to the SMS and authorize the request. Please do not replace your old SIM card with your Public SIM until you have responded to this message.

 

I know it's not always intuitive but since Public Mobile is basically a self-service community, it's always a good idea to read up as much as you can the relevant Help Topics before taking action.

View solution in original post

darlicious
Mayor / Maire

Re: Instructions Unclear: Leaving your SIM card in to receive cancellation message

@NatalieAK 

That is an excellent suggestion. This all to frequent problem of a new customer having not been informed by their previous provider of this important change to industry porting standards. While the info is well displayed on pm's community's landing page one would have to know that the community even exists to learn this information.

 

This is something that  @Jade_S should find to be relatively easy to implement in bold at the beginning of the activation portal and again at the end as a reminder....maybe even in red to stand out. Also something to consider adding to the SIM card packaging the next time it's redesigned.

esjliv
Mayor / Maire

Re: Instructions Unclear: Leaving your SIM card in to receive cancellation message


@NatalieAK wrote:

Hi guys!

Just switched over yesterday. I didn't see anywhere in the instructions that i had to leave my SIM card in so that my previous provider could confirm my cancellation. This seems like a pretty important step to include. Did anyone else have this problem?

It should be SUPER BOLDED so that people don't mess this up (it also makes it way easier for the Public Mobile team to help people)


@NatalieAK 

 

Are YOUR services up and running and working? 

I just sent you the porting number, in case, you missed that window or your port is stuck.

 

The current Activation pages are pretty new the last few months, I would hope this step is clear to the person transferring/porting their number to do this step prior to starting to use the PM SIM; but maybe not. 🤔

softech
Mayor / Maire

Re: Instructions Unclear: Leaving your SIM card in to receive cancellation message

@NatalieAK  did you get an email like this? 

 

PortingIn_Email

 

BKNS27
Deputy Mayor / Adjoint au Maire

Re: Instructions Unclear: Leaving your SIM card in to receive cancellation message

@NatalieAK 

Yes this is a common step that new members will miss.

PM does have it in the instructions but it gets missed.

z10user4
Mayor / Maire

Re: Instructions Unclear: Leaving your SIM card in to receive cancellation message

 @NatalieAK : I think I agree. All the way down to the bottom of the transfer step one sees For Additional Security. Then it says you _may_ get a confirmation text or email. Which the uncertainty is true for transferring things like landlines and maybe voip numbers. But I seem to think all cell providers will send a text.

But then it does get into the Important part.

There is also the second box in the first stop of the activation link.

 

I wonder though that with new arrivals and maybe a little uncertain how to do things..why wouldn't one read all these details?

 

So yes... @Jade_S : could this area be more prominent for new customers? I also acknowledge the step 2 box as one first steps into the Activation process.

 

activation2_transfernumber.jpg

NatalieAK
Great Neighbour / Super Voisin

Re: Instructions Unclear: Leaving your SIM card in to receive cancellation message

Thank you!

I'm pretty sure i didn't complete the porting process properly and will look into fixing this today.

NatalieAK
Great Neighbour / Super Voisin

Re: Instructions Unclear: Leaving your SIM card in to receive cancellation message

Nope! I did my porting wrong

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