My phone number is being held hostage

[BahKoo]

I'm activated an account with a competitor and was leaving with a fairly good impression of Public but I'm having a hard time transferring my phone number off Public Mobile.
 - 80 hours ago a request was made by the other phone company to transfer my number. I didn't receive a confirmation from Public.
 - 56 hours ago another request was made. I didn't receive a confirmation from Public.
 - 54 hours ago I raised a ticket with Public mobile and have not received a reply.
 - 34 hours ago I tried to escalate this ticket but have still not received a reply.

As it stands I have both plans activated and have no idea how to proceed to ensure my number gets transferred. Please help.

[BahKoo]

I got to the bottom of the problem. When I gave the PM account number to the new provider, I read the account number exactly as it's formatted on the PM website including the dashes. When the new provider made the request with the dashes, PM never received it as a valid request. I got my new provider to resubmit the request and everything worked after that. Tahnks for the help.

[Pat301]

@BahKoo yes that's what I mean that the new provider may have not put the correct port in information. But if they did input the correct port in information it is a much larger issue that you would need to reach out to the porting fall out team at public mobile.

[hTideGnow]

hi @BahKoo 

have you open a ticket with PM and confirm?

and did you provide your new provider the PM account number? if you provided IMEI, that could be the reason for the incomplete port

[BahKoo]

@Pat301I have not received a port confirmation text. I'm not following exactly how you're concluding that this is a problem with the new provider. As I see it, there could be one of two problems:

A) The new provider made an incorrectly inputted the information or the port request was not sent correctly.
OR
B) The new provider made the port request correctly but PM has not processed the request correctly or failed to send me the text that prompts for a YES answer.

[Pat301 · Accepted solution]

@BahKoo  I should have asked this before because this would have clarified my misunderstanding before. When a port request happens typically a request for a port confirmation is sent to you. You said that public mobile didn't send a confirmation. I just wanted to make sure that you meant that you didn't receive a text for the response of the respond with yes text. Because if what @BKNS27  is accurate than yes you would need to make another port request.

If you never received the port request it means that your new provider incorrectly inputted the information or the port request was not sent correctly. I have experienced this type of call while working in telecom in the past it is more common than I would like to have happen but this does happen quite a bit.

[BahKoo]

I agree that there must be a miscommunication but there's no way for me to tell which side is at fault. I've already had 2 requests made by the new carrier and I can't get as much as acknowledgement of a support ticket from PM. I feel like the onus is on PM at this point.

[BKNS27]

@BahKoo 

There seems to be a miscommunication between the 2 carriers. Your new carrier should put in another request to PM so you can port out.

[Pat301]

@BahKoo  Hmmm this will likely need to be sent to the porting falling out team most telecoms have a team like this when there is a port issue.

[BahKoo]

I included account holder name, PM account number and PM phone number. I did not provide IME. As Handy1 suggested, I sent a private message to CS_Agent but I think this will be the same black hole my other 2 messages went in. Hopefully they catch up on their BF deals soon.

[Pat301]

@BahKoo I used to work in telecom and it's heavily recommended to use the account number as a part of the port request because it will cause less issues. There have been cases that if people use their IMEI that the number might get flagged or number lost during the port request. 

So once you provide the other company the acc # and the number you want ported you should be fine. 

The reason why you need to indicate the Acc # is because during the port request your new provider will have less system issues when requesting for a port request and that it's requested to the correct account it will also prevent it from being flagged as fraud.

[Dunkman]

@BahKoo 

What information did you provide to your new provider?  

Ideally, should include your account holder name, PM account number and PM phone number.  Avoid provide IME on your phone for port requests.  That often leads to failure.  

The CSAs are backed up on ticketing requests due to BF deals.  Usually, should respond within 1-2 hours, but it looks like 1-2 days response times.  

[Handy1]

@BahKoo  Your the third person today have this issue not getting the confirmation text from public mobile , one customers had luck if asking support to help and they did the one came back and confirmed public helped to approve transfer thru probate message 

 you can use the orange chat bubble bottom right of screen  or send  a  private message   To CS_Agent

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