Phone number didn’t port

[Shelley53Smith]

Hello,

I created 3 account about 2 weeks ago. Went back to my previous provider today to finish up with them and make sure I was fully cancelled. The response was that one number was still in the cloud and did not port. The person proceeded to tell me that I was still being billed for that number with them. I cancelled it so that I was  no longer paying 2 bills. That means my daughters phone lost the number. How do I get a number for her?

[esjliv]

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@Shelley53Smith wrote:

They said via text it was done and I responded within the time given. All seemed good until I went to cancel sktel

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A successful port should cancel your sktel account, you should not cancel it on your end. Can you reactivate the sktel account? .. then you can port over to Public.

[softech]

@Shelley53Smith you should not need to cancel your old provider.   Once porting is completed, it will be closed, this is part of the porting process 

[Shelley53Smith]

They said via text it was done and I responded within the time given. All seemed good until I went to cancel sktel

[Shelley53Smith]

It’s was 2 weeks ago

[BKNS27]

@Shelley53Smith 

If your daughter’s old carrier was Telus or Koodo. The CS_Agent might be able to help her get the old number back once her account was cancelled.

[esjliv]

@Shelley53Smith  - did you miss the SMS port approval within the 90 minute period for this account?

You may submit a ticket with Public Mobile representatives (CSA) to restart the porting process from an Active previous provider's account (Koodo and Telus may be an exception to this rule); click this link for issues with transfer/porting of phone numbers over to Public Mobile.

• Cell ports can take 2-3 hours. Use the previous provider's SIM card to receive the porting transfer text for approval to port over to Public Mobile and to receive calls from until port is complete.
• Landline/voip ports can take 3+ days. Expect a mix of services on the landline and Public Mobile SIM card until port is complete.

When the incoming calls stop on the previous provider’s SIM card and/or landline/voip account, that is a good indication the port is complete.

See helpful info. here: https://www.publicmobile.ca/en/bc/get-help/articles/port-fraud-protection

[Shelley53Smith]

Thank you. I’ll keep my eyes open for same.

[softech · Accepted solution]

@Shelley53Smith 

You should not cancel the number from your old provided!! call them back to "uncancell" it first so you can port the number 

There is a number to call to talk to PM live support,  they can re-trigger the process for you.  I will message the number to you via the Community inbox.  Check the envelope icon on top right.  Call them and get it fixed