topic Re: Number Transfer Issue Callback in Get Support

Number Transfer Issue Callback

jaet — Mon, 04 Dec 2023 02:24:11 GMT

Edit / Update for people here via search: Use your account number, not IMEI, when initiating transfers.

Additional info: Most carriers require an SMS confirmation before allowing a number to port out. A few are an exception to this though (eg. Zoomer), which effectively auto-confirm on your behalf. If you need to call in to an agent, they will insist that you must receive a text and confirm to complete the transfer, no matter how many times you try to explain otherwise. Rather than repeating the troubleshooting steps, ask them to refresh their portal/page. We stumbled upon this by accident when my agent tried to leave a note for a callback while I contacted my old carrier.

Original post:

I received a voicemail from the number transfer team about an issue with my number transfer. Unfortunately, the callback number provided doesn't work. I'm not sure if it's down or if it was provided incorrectly. Could someone please confirm by sending it to me? Thank you.

Re: Number Transfer Issue Callback

Handy1 — Mon, 04 Dec 2023 00:16:53 GMT

@jaet Sure I’ll send you the porting team number private message right away

Re: Number Transfer Issue Callback

softech — Mon, 04 Dec 2023 00:17:03 GMT

@jaet

did you provide IMEI as porting info? It is better to provider account number of your old provider

There is a number to call to talk to live support, and you can update them the correct info. They will then help to re-trigger the process for you. I will message the number to you via the Community inbox ( https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage ) . Check the envelope icon on top right. Call them and get it fixed

Re: Number Transfer Issue Callback

hairbag1 — Mon, 04 Dec 2023 00:17:45 GMT

@jaet

I did too... 😊

Re: Number Transfer Issue Callback

jaet — Mon, 04 Dec 2023 00:31:37 GMT

Thank you @Handy1 @softech @hairbag1

Unfortunately I did use an IMEI. The app showed that option first so I incorrectly assumed that was the preferred method. Trying my luck over the phone now.

As an aside... What's strange is that the porting seems to have mostly worked. My previous carrier's SIM stopped receiving SMS/phone service but continues to have data. The Public Mobile SIM has the ported number, service, etc. The previous provider never issued a confirmation text to port the number, so I guess they are vulnerable to SIM swap attacks.

Re: Number Transfer Issue Callback

HALIMACS — Mon, 04 Dec 2023 00:43:33 GMT

PM should really update the activation particulars to push use of the prior service provider account number as opposed to use of the IMEI.

Whaddya do ... 😒