topic Re: Number Porting and Activation in Get Support

Number Porting and Activation

markmac9999 — Sun, 25 Sep 2022 19:24:38 GMT

New to PUBLIC. Followed steps in the SIM card folder. During activation.publicmobile SIM card was already in phone and original SIM card from previous provider was removed.

The number was PORTED to Public and all features work (except can only text to or from Telus Network customer), however, the number was NOT PORTED OUT and is still active on the previous provider's network. I can put the SIM card from the previous provider back in the phone and make phone calls on their network. I have contacted the previous provider and they have indicated that ONLY Public Mobile can request to have my number removed from their network. HELP.

Re: Number Porting and Activation

dabr — Sun, 25 Sep 2022 19:26:13 GMT

@markmac9999 I'll private message you the Telus Porting Dept. # for you to call and ask them to resubmit the transfer request. Check the message box top right.

Re: Number Porting and Activation

markmac9999 — Sun, 25 Sep 2022 19:26:56 GMT

I realize that I should have left the original SIM in the phone until I gave authorization from previous provider to PORT the number, but that was not explained in the activation instructions.

Re: Number Porting and Activation

RossN — Sun, 25 Sep 2022 19:27:40 GMT

@markmac9999 Hi you need to leave your old sim in your phone to receive transfer text,you have 90 minutes to reply yes I will pm you the number to call to reinitiate port request

Re: Number Porting and Activation

dabr — Sun, 25 Sep 2022 19:29:12 GMT

@markmac9999 Yes, you'll need to keep the old SIM in your phone in order to respond to the transfer request with a YES within 90 minutes.

Re: Number Porting and Activation

ALDL — Sun, 25 Sep 2022 19:49:01 GMT

You're right. Keeping the old sim in the phone isn't explained in the instructions well. No worries we can still fix the issue. Use the chat bot to create a ticket. Explain to the heat staff that you were not able to respond to the SMS txt. They should be able to force it through o their end. This happened to me my mistake too

Re: Number Porting and Activation

ALDL — Sun, 25 Sep 2022 19:53:18 GMT

*help staff

Re: Number Porting and Activation

dabr — Sun, 25 Sep 2022 19:57:15 GMT

@ALDL FYI: you can edit your first post to correct anything in it by selecting the down arrow on the top right of the post and then select edit reply.

Re: Number Porting and Activation

ALDL — Sun, 25 Sep 2022 19:58:01 GMT

Hey thanks.... I didn't know that 🙂

Re: Number Porting and Activation

dabr — Sun, 25 Sep 2022 20:00:40 GMT

@ALDL No problem and we all had a learning curve too. 😊

BTW, another tip, use the @ key to bring up the list of usernames in this conversation and then click the username you want to respond to unless you're posting a general observation.

Re: Number Porting and Activation

ALDL — Sun, 25 Sep 2022 20:04:08 GMT

@dabr 🙂

Re: Number Porting and Activation

markmac9999 — Sun, 25 Sep 2022 20:14:33 GMT

Your solution was very helpful, however, contrary to ADAL's suggestion, only the original provider can release the number to be ported so at some point the original SIM has to be put back in a phone for the release request text. TELUS support was very knowledgeable, patient and helpful. Still waiting for the PORT to complete but I am confident that I will be back up and running shortly. However, this experience has revealed a flaw in the process because I was able to PORT onto the new network and use the new network without ever "authorizing the release" from the old provider. I could have been anyone not myself and could have started receiving texts and calls to the person whose number I choose.

Re: Number Porting and Activation

dabr — Sun, 25 Sep 2022 20:21:25 GMT

@markmac9999 Yes, your number can only be transferred from and by your previous provider but you also need to first authorize the transfer by responding to text. I agree that the process isn't always clear if this is the first time you've transferred a number but this procedure is standard and required by all carriers when transferring the number.

Happy to hear you were able to contact the porting dept. and should have the transfer completed quickly now. Welcome to PM and good luck! 😊