topic Re: Unable to port number from Telus in Get Support

Unable to port number from Telus

CharlesGillen — Sun, 22 Jan 2023 20:11:20 GMT

Hello, I am unable to port my number from Telus I get a notification saying phone number unable to port. I have attempted to speak to SIMon but the page will not open.

Re: Unable to port number from Telus

hycm53 — Sun, 22 Jan 2023 20:13:55 GMT

@CharlesGillen wrote:
Hello, I am unable to port my number from Telus I get a notification saying phone number unable to port. I have attempted to speak to SIMon but the page will not open.

You need your Telus account is activate when you're porting it to PM.

Re: Unable to port number from Telus

hairbag1 — Sun, 22 Jan 2023 20:16:59 GMT

@CharlesGillen

is the Telus number still Active ?

Is it a personal number or a corp account ?

added

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

Re: Unable to port number from Telus

dabr — Sun, 22 Jan 2023 20:14:40 GMT

@CharlesGillen If you missed the transfer text request then you can phone the Telus porting # and they will ask Telus to resend the text but keep old SIM in your phone until you finish responding to the text with a YES within 90m minutes.

Check your message box top right for the Telus number.

Re: Unable to port number from Telus

Handy1 — Sun, 22 Jan 2023 20:15:15 GMT

@CharlesGillen @Is it Telus prepaid or post paid ?

Re: Unable to port number from Telus

CharlesGillen — Sun, 22 Jan 2023 20:16:22 GMT

Telus account is active, attempted to port when first activating SIM and said it was not a valid canadian number. Attempted through self service account and it states it is not valid. Never received text from Telus as it has never allowed me to try the port. It is a personal account.

Re: Unable to port number from Telus

dabr — Sun, 22 Jan 2023 20:17:37 GMT

@Handy1 It doesn't matter if it's prepaid for Telus. That only applies for Koodo and PC Mobile.

Re: Unable to port number from Telus

CharlesGillen — Sun, 22 Jan 2023 20:17:53 GMT

Account is active

Re: Unable to port number from Telus

CharlesGillen — Sun, 22 Jan 2023 20:18:40 GMT

Post paid

Re: Unable to port number from Telus

softech — Sun, 22 Jan 2023 20:21:32 GMT

@CharlesGillen it doesn't matter postpaid or not. did you try to activate twice?? could be because of that

did you put the PM sim card and you can make outgoing calls??

I will send you a number to the porting team. Check the Community inbox for my message and call the porting team to confirm if they already have the porting request

Re: Unable to port number from Telus

CharlesGillen — Sun, 22 Jan 2023 20:22:50 GMT

Never got a text from porting request. Public sim is active with temp number and works.

Re: Unable to port number from Telus

Handy1 — Sun, 22 Jan 2023 20:23:06 GMT

@dabr Right , I heard before ops

Re: Unable to port number from Telus

softech — Sun, 22 Jan 2023 20:25:28 GMT

@CharlesGillen temp number? login to My Account and check what is the number showing on the profile. A temp number or your old number that you want to port in??

Re: Unable to port number from Telus

CharlesGillen — Sun, 22 Jan 2023 20:27:03 GMT

I was never able to port the number when I FIRST activated the SIM so I chose a new number. I have NOW reattempted to port the number and it STILL says it is not valid for porting. The number showing is the number I chose when I activated the SIM.

Re: Unable to port number from Telus

softech — Sun, 22 Jan 2023 20:28:50 GMT

@CharlesGillen double check Credit card that see if PM only charged you once.

and open ticket with PM support about the porting request problem.

1. Please open ticket via Chatbot (need 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 have trouble with Chatbot or you don't have access to My Account: 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 to you there

Re: Unable to port number from Telus

dabr — Sun, 22 Jan 2023 20:29:37 GMT

@Handy1 It can get confusing but the reason for Koodo prepaid to go through support is that some backend services are shared by both Koodo and PM.

I also wasn't aware of this fact when I tried to port my prepaid Koodo number over but got lucky with a Koodo technician who completed the port for me as I still hadn't opened a community account at the time. Why PC mobile also needs support, I have no idea.

Re: Unable to port number from Telus

CharlesGillen — Sun, 22 Jan 2023 20:31:21 GMT

Waiting to hear back from CS Agent in the community, chatbox won't open for some reason. Thanks!

Re: Unable to port number from Telus

softech — Sun, 22 Jan 2023 20:33:41 GMT

@CharlesGillen yes, with Chatbot, the last step about login, better to use 4 digits PIN than My Account login

Now, monitor your inbox for PM reply and let us know how it goes

Re: Unable to port number from Telus

HALIMACS — Sun, 22 Jan 2023 23:18:16 GMT

@CharlesGillen

Is the TELUS number still attached to an active account? (EDIT: apologize @CharlesGillen , you said twice it was...)

If not, customer support can (thankfully) still secure the number as it's within the TELUS group of companies.

That, however, is presuming the number originated with TELUS and wasn't previously ported there from another provider.