topic Re: Number port issue in Get Support

Number port issue

bradholroyd — Wed, 12 Apr 2023 19:20:30 GMT

I'm a previous Public customer. My old number was ported to my work's corporate Telus plan a year ago. ~85 days ago my corporate plan was cancelled. I'm now trying to re-activate with Public and keep my old phone number, which I understand could be expiring very soon.

I tried activating my new sim card but kept getting error code 837 when attempting to port. I entered the IMEI of my Telus sim, I understand entering the Telus account number may have had better luck but I hadn't got a response from my coworkers with our account # yet (I have it now).

I went ahead and activated the sim with a new phone number. I logged into my account and I seemed to successfully port my number over using my Telus account #. "My Phone Number" on my account is my old one, and I got a message saying it could take up to 2 hours of glitchy performance. It's been 4 hours and I have no internet, texting, or calling.

My Public sim is in slot 1 which shows my temporary phone number I got when I signed up today, and slot 2 is my Telus sim which still shows my desired phone number. Perhaps the issue is that I do not have access to my desired phone number to accept a transfer?

Re: Number port issue

dust2dust — Wed, 12 Apr 2023 19:24:50 GMT

Corporate transfers are a different animal. If the company has closed their account then the number is gone. If it was originally a Telus family number (would you share the first 6 digits - not last 4) then maybe you might be able to get it back. If it came from elsewhere then you'd need to go back to them to re-acquire the number.

Re: Number port issue

softech — Wed, 12 Apr 2023 19:25:08 GMT

@bradholroyd you old number was ported to your work account, the account here with PM was closed during the porting process. The 90 days grace period is ONLY for account suspended, not for porting

HOWEVER, you did the right thing by trying to port the number back here with activation.

With your easy, you have to make sure your line with Telus corporate account still active. Also, try to call the porting team and see if they see the porting request and if they can help. i will message you the porting team number. Check your Community inbox

if they cannot help, you will need to open ticket with PM support

1. Please open ticket via Chatbot (requires access to My Account): click this Chatbot Ticket Link

Then click "Click here to submit a ticket ↗" to open the ticket submission page
Next, enter your Community login, then enter your question. Finally use My Account login or 4 digits PIN to validate.

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: Number port issue

hTideGnow — Wed, 12 Apr 2023 19:37:19 GMT

HI @bradholroyd your My Account shows your OLD number that you want to ported in and NOT the new number you picked? I thought after the 837 error, you picked a new number

So, if you make outbound calls, it shows your old number that you want it back (forget about inbound calls, it won't work on PM sim until poritng is completed)