topic Transfer Phone Number issues in Get Support

Transfer Phone Number issues

DonnaSutor — Thu, 29 Dec 2022 12:05:44 GMT

Good morning,

I am having issues when trying to transfer my phone number. I am unable to select "old service provider", theryis no drop-down menu and when I paste "Koodo" it locks.

Re: Transfer Phone Number issues

HALIMACS — Thu, 29 Dec 2022 12:10:47 GMT

@DonnaSutor

Try logging into the self-serve again, but first clear system cache and cookies and open an incognito tab.

If you continue to have issues, perhaps the self serve is undergoing some type of routine maintenance - wait a few hours and try again.

If after a while you still cannot access that function, ask support to assist.

To contact a Customer Support Agent, there are 2 methods:

Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request). Click the result which states Click here to submit a ticket and follow the prompts, or,
Send a private message to the Customer Support Agent by clicking here You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: Transfer Phone Number issues

darlicious — Thu, 29 Dec 2022 15:19:12 GMT

@DonnaSutor

Are you trying to port in a prepaid koodo phone number? Prepaid phone # transfers from koodo (and pc mobile) can only be done by customer support. If it's a postpaid koodo phone number first try @HALIMACS suggestions. Either way use the links in the above posto to contact customer support.

Re: Transfer Phone Number issues

CBCustomCabinet — Thu, 29 Dec 2022 15:28:07 GMT

Hello, when porting a number from Koodo you need to first create an account with a new number and then create a ticket and have a CSR port the number manually. There are instructions for this when creating the account.

Re: Transfer Phone Number issues

HALIMACS — Thu, 29 Dec 2022 15:35:52 GMT

Close @CBCustomCabinet

Just from Koodo prepaid, not from Koodo post-paid.

The reason for this is that Public Mobile and Koodo piggy-back the back-end systems for each of their pre-paid services (all being subsidiaries of TELUS)

Re: Transfer Phone Number issues

drrashid99 — Fri, 30 Dec 2022 02:22:25 GMT

I want to port out how to do it

Re: Transfer Phone Number issues

softech — Fri, 30 Dec 2022 02:29:03 GMT

@drrashid99 wrote:
I want to port out how to do it

@drrashid99 To port out, you start the process from your new provider

But first, make sure your PM account is currently active and you can receive text without problem. Login to My Account and get the account number from Profile page

https://selfserve.publicmobile.ca/en/account/my-profile

While you are at My account, you might want to also disable Pre-Authorized payment just in case.

Then activate your new line with your new provider and request to port a number. Provide them PM's account number as the porting information

this is critical: Then still have your PM sim card in the phone, wait for PM to send you a text to confirm your porting request. You need to reply YES within 90 mins

After you replied yes, you can put your new sim card in the phone and wait until you get incoming calls. Once you are getting incoming calls, porting is completed. Your PM account will also be closed at this stage (you will no longer be able to login to PM My Account after)