topic Re: wrong serial number used in Get Support

wrong serial number used

alliewatson — Thu, 06 Jan 2022 07:15:13 GMT

I just activated my new Public Mobile SIM card, and accidentally used the wrong serial number from the wrong phone to activate. How can I change this?

Re: wrong serial number used

hTideGnow — Fri, 04 Jun 2021 02:04:07 GMT

@alliewatson

What serial number you meant? I thought they only asked for SIM card number. If you are porting, they will ask for account number from the provider you want to port. You meant the Account Number?

Re: wrong serial number used

computergeek541 — Fri, 04 Jun 2021 02:08:27 GMT

@alliewatson wrote:
I just activated my new Public Mobile SIM card, and accidentally used the wrong serial number from the wrong phone to activate. How can I change this?

While I believe that the Public Mobile form still says "serial number", this isn't what is needed. They also make reference to ESN and MEID, but this outdated as those aren't used in Canada any longer. It's the IMEI that can be used for number porting.

As you have used the wrong IMEI for number porting, you will need to contact the moderators by opening a ticket. This can be done by going to: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

@hTideGnow

I certainly agree that account number should be used in most cases, but if this person is coming from Ztar Mobile, IMEI should be used.

Re: wrong serial number used

alliewatson — Fri, 04 Jun 2021 02:12:59 GMT

Yeah you have the choice of using the old account number or the IMEI number (serial #) from the phone. I used the IMEI number from the old phone, not the newer phone I am actually wanting to use

Re: wrong serial number used

hTideGnow — Fri, 04 Jun 2021 02:13:20 GMT

@computergeek541 did the form specify when to use "serial number" (IMEI) or account?

Any screenshot of how the page look like now?

Re: wrong serial number used

alliewatson — Fri, 04 Jun 2021 02:14:13 GMT

I had the option of using either, and I chose the IMEI #

Re: wrong serial number used

hTideGnow — Fri, 04 Jun 2021 02:15:00 GMT

@alliewatson your account is currently active? you can make outgoing call?

if your IMEI entered is wrong, your porting will fail. However, you can call the porting department tomorrow (too late now) and confirm the status and make change on the phone as well. I will private message you the phone number. Click the envelop on top .

Re: wrong serial number used

Anonymous — Fri, 04 Jun 2021 02:17:04 GMT

@hTideGnow wrote:
@computergeek541 did the form specify when to use "serial number" (IMEI) or account?
Any screenshot of how the page look like now?

Re: wrong serial number used

hTideGnow — Fri, 04 Jun 2021 02:18:35 GMT

Thanks @Anonymous & @computergeek541

Re: wrong serial number used

Anonymous — Fri, 04 Jun 2021 02:20:38 GMT

@hTideGnow : Don't you have a stock of SIM's on hand for referrals? 🙂 You can always go through the flow up until payment and exit out.

Re: wrong serial number used

alliewatson — Fri, 04 Jun 2021 02:22:31 GMT

Thank you for your reply, when I go back to chat bot to make a ticket, it sends me back here....i am not getting anywhere...

Re: wrong serial number used

computergeek541 — Fri, 04 Jun 2021 02:38:44 GMT

@hTideGnow wrote:
@computergeek541 did the form specify when to use "serial number" (IMEI) or account?
Any screenshot of how the page look like now?

Z10user4's screenshot illustrates the newer activation portal forms well. It did used to incorrectly say "serial number", but to my knowledge has never given any advice on the actual form which to use in different situations. Ironically, I have seen reports from other members that the text message sent to customer about failed number ports still refers incorrectly to ESN and MEID.

Re: wrong serial number used

hTideGnow — Fri, 04 Jun 2021 02:24:20 GMT

@alliewatson check your community inbox. I sent you a phone number to call tomorrow morning. It's Porting Team. You can check the status. In your case, likely it's not done but you can give them the correct IMEI

Re: wrong serial number used

computergeek541 — Fri, 04 Jun 2021 02:24:50 GMT

@alliewatson wrote:
Thank you for your reply, when I go back to chat bot to make a ticket, it sends me back here....i am not getting anywhere...

Try going back there and typing something like "port request".

Re: wrong serial number used

alliewatson — Fri, 04 Jun 2021 02:26:08 GMT

The number i used is a valid number from a valid phone that was just cancelled through Bell. But it's the wrong phone

Re: wrong serial number used

esjliv — Fri, 04 Jun 2021 02:33:57 GMT

@alliewatson

Are you saying the number you are trying to transfer from bell is canceled?

The account from bell must be active for a successful port.

Simon can be annoying, try option 2 below to submit a ticket to PM representatives.

To contact the Public Mobile Moderator_Team, there are two methods to reach them:

1 - Faster - Click the bubble comment circle on the bottom right-hand side of your screen,

or use this link to: Get Help With SIMon the Public Mobile chatbot

2 – Slower - Use this link to:

Private Message to Public Mobile Moderators (PM Customer Service Representatives)

Re: wrong serial number used

computergeek541 — Fri, 04 Jun 2021 02:40:01 GMT

@alliewatson wrote:
The number i used is a valid number from a valid phone that was just cancelled through Bell. But it's the wrong phone

Sorry, but you can't transfer a cancelled phone number to another carrier. If you called Bell to cancel the service, you must call them back to reativate it before attempting to to transfer the phone number to Public Mobile.

Re: wrong serial number used

Anonymous — Fri, 04 Jun 2021 02:46:41 GMT

@alliewatson : It's really more about the SIM that is attached to an account that has a number that is being ported...not the phone. I think you need to go back to computergeek541's first reply to contact the mods. If the IMEI used is the phone with the suspended/canceled account on it then the attempted port will fail anyway. So you need to contact the mods to give them the right account number of the active account that has the number you want to port.

Phew.

Re: wrong serial number used

alliewatson — Fri, 04 Jun 2021 02:58:02 GMT

Thank you that was so helpful....actually got some good directions there 🙂

Re: wrong serial number used

alliewatson — Fri, 04 Jun 2021 02:59:14 GMT

Oh my goodness, thank you 😊