topic Cannot change my number in Get Support

Cannot change my number

aalazad — Fri, 10 Jun 2022 02:35:04 GMT

I recently switched from Virgin to Public Mobile and wanted to port my number but the porting did not work. Public mobile sent me a message confirming that the porting was not successful and assigned me a temporary number and privided instructions (using Plan and add ons menu) on how to port my number with Virgin. When I click on "Change Number", the system goes in searching mode but stop after few seconds and provides no messages or whatsoever. Any support on this is much appreciated.

Re: Cannot change my number

softech — Fri, 10 Jun 2022 02:37:58 GMT

@aalazad could be just a browser issue.

Did you try to use another browser (Edge/Chrome/Firefox)? or Incognito mode?

Or wait couple hours to try again?

Worst case, open ticket with PM Support and ask them for a manual transfer

And for porting, make sure your Virgin account is still active. You need to put Virgin sim back to a phone and ready to receive the text from Virgin , reply YES to it to approve the porting

If you need to open ticket with PM to ask them to help porting manually:

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗"

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply you there

Re: Cannot change my number

MrSpock — Fri, 10 Jun 2022 02:41:05 GMT

@aalazad hi don't do change number try Transfer a wireless or wireline number from another provider remember to leave your old sim in to receive text to port your number answer yes to request

Re: Cannot change my number

dabr — Fri, 10 Jun 2022 02:44:52 GMT

@aalazad I'd agree with @MrSpock suggestion that you're trying the wrong option. For porting you want to Transfer option.

Change number function allow you to change your number 4 times per 30 days for free but it won't transfer an existing number from another provider.

Re: Cannot change my number

esjliv — Fri, 10 Jun 2022 02:46:07 GMT

@aalazad if the virgin account is still active then confirm to see if your number can be ported from this Koodo website (Telus owns Koodo and Public Mobile), so, same allowances here:

https://secure.koodomobile.com/checktransfereligibilityparrot/default.do?lang=en&appname=otherportal

If the virgin account is not active, go back to virgin to get it reactivated, then proceed with the port over to PM.

Re: Cannot change my number

aalazad — Fri, 10 Jun 2022 21:58:13 GMT

Porting the number was unsuccessful during the activation. My acvount is active with Public Mobile. How can I transfer the number again because it says that my SIM is already activated. Public mobile sent me a msg and advised me to port the number by using "Change the number" menu.

Re: Cannot change my number

aalazad — Fri, 10 Jun 2022 22:01:10 GMT

There are two options under "Change Number" to select. Option 2 is transfer an existing number from another provider.

Re: Cannot change my number

aalazad — Fri, 10 Jun 2022 22:05:49 GMT

I tried by using Chrome and Edge.

May have to request PM for a manual transfer.

Thanks for your supports.

Re: Cannot change my number

aalazad — Fri, 10 Jun 2022 22:07:46 GMT

My account with Virgin is still active.

I did check from Koodo website and my number is eligible for pirting to Koodo.

Thanks for your supports.

Re: Cannot change my number

dabr — Sat, 11 Jun 2022 00:14:09 GMT

@aalazad As long as your previous account is still active then you can do the number transfer.

Transfer an existing number is the option you need to select to transfer your number over from Virgin Mobile. However, I'm confused because you also mention Koodo. Are you porting in your number to Public Mobile or Koodo?

Re: Cannot change my number

aalazad — Sat, 11 Jun 2022 00:53:08 GMT

I did selectthis option of Transfer an existing Number but nothing happens after the system tries to browse something. I mention Koodo because I just verified using Koodo website to check if my number with Virgin can be ported.

Re: Cannot change my number

dabr — Sat, 11 Jun 2022 01:10:01 GMT

@aalazad Thanks for clarifying. Hopefully, you've submitted a ticket to customer support for further assistance.