topic Re: SIM self-activation gives "Not valid phone number" (Hey Telus, that's an ongoing BUG) in Get Support

SIM self-activation gives "Not valid phone number" (Hey Telus, that's an ongoing BUG)

robertb2 — Thu, 12 May 2022 17:39:26 GMT

Per subject line, can't self-register a new SIM with an existing cell number (Koodo, same carrier - go figure).

I took a new cell number to bypass the error but can someone give instructions on porting my existing number?

Thanks!

Re: SIM self-activation gives "Not valid phone number" (Hey Telus, that's an ongoing BUG)

softech — Thu, 12 May 2022 18:04:30 GMT

@robertb2 is your Koodo number a prepaid or postpaid account?

If it s a Koodo Prepaid account, you will have to first activate with a new number. Once the activation is completed and you confirmed the phone is working with the temporary phone number, you can then open a ticket with PM support for manual porting

https://www.publicmobile.ca/en/on/get-help/articles/port-fraud-protection

If you wish to transfer an existing numbering from Koodo Prepaid or PC Mobile, you will need to first complete your activation with a new number, then reach out to our Customer Support Agents here in order to transfer your existing number to Public Mobile.

Re: SIM self-activation gives "Not valid phone number" (Hey Telus, that's an ongoing BUG)

dabr — Thu, 12 May 2022 18:03:42 GMT

@robertb2 Did you log into your account and select Change SIM (right hand side of overview page) and followed prompts? You would also needed to select a 2FA method (email/text) for PM to verify the new SIM.

For porting you would select Change Number (right hand side of page) and then select Transfer Number option unless your Koodo number is prepaid in which case you need to submit a ticket to customer via chatbot for assistance here: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Re: SIM self-activation gives "Not valid phone number" (Hey Telus, that's an ongoing BUG)

JL9 — Fri, 13 May 2022 01:37:19 GMT

Definitely sounds like it's prepaid, my first time around with PM was the same and had to go through the above steps

Re: SIM self-activation gives "Not valid phone number" (Hey Telus, that's an ongoing BUG)

robertb2 — Fri, 13 May 2022 02:50:56 GMT

Yes, prepaid SIM and Thanks for pointing me in the right direction.

After going through the hoops, it boggles the mind why such an awkward procedure and overall system.

Cheers

Re: SIM self-activation gives "Not valid phone number" (Hey Telus, that's an ongoing BUG)

robertb2 — Fri, 13 May 2022 02:55:06 GMT

Thanks for the reply but the Change Number process still relies on the new number being accepted.

In my case, the cellular number fails again ("Not a valid number") so entering a ticket is the only way.

Basically 20 minutes of my life that I'll never get back 😞