topic Re: transfered phone number not working in Get Support

transfered phone number not working

Surinder2077 — Mon, 04 Mar 2024 01:39:10 GMT

Transferring phone number from Telus to Public Mobile.

Telus has already confirmed the transfer yesterday and sent email saying number has been transferred and account will be closed, so old SIM card no longer works.

Public Mobile sent welcome email with transferred number showing and saying transfer can take up to 5 hours. It has now been over 12 hours and phone is still not working. Also cannot log into my Public Mobile Account because it says it needs to verify identity by sending a security code text message to my phone number. But because the phone number is not working I am not getting the security number and cannot log into my account either.

Help this is a nightmare!!!!

Re: transfered phone number not working

OlivierR — Sun, 03 Mar 2024 17:35:11 GMT

You can try to contact the public mobile support with a ticket but I would sudgest you call them 1.844.xxx.xxxx this number is only for problem related to porting issue!

Re: transfered phone number not working

Surinder2077 — Sun, 03 Mar 2024 17:28:33 GMT

Thanks let me give them a call

Re: transfered phone number not working

Dunkman — Sun, 03 Mar 2024 17:28:56 GMT

@Surinder2077

Did you activate eSIM or physical sIM card? Did you activate via the PM app?

If physical SIM card, what happens if you put in the SIM card in your phone?

Maybe try a reboot of your phone if not done already.

Re: transfered phone number not working

hTideGnow — Sun, 03 Mar 2024 17:29:37 GMT

hi @Surinder2077 did you also try reboot the phone??

I have sent you porting support team number. Check your Community inbox and call them

Re: transfered phone number not working

Surinder2077 — Sun, 03 Mar 2024 17:32:04 GMT

Physical SIM with doing transfer, everything went well and with old SIM card confirmed transfer in text message from Telus. Rebooting or taking out new SIM card and putting back in does not work. Old SIM card has stopped working now as Telus has closed the old account.

Re: transfered phone number not working

hTideGnow — Sun, 03 Mar 2024 17:34:11 GMT

hi @Surinder2077 can you make outbound calls with PM sim?? if not, it is not porting but a problem with setup. With that, you will need to submit ticket with agent, please submit a ticket with CS Agent using this Chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: transfered phone number not working

Dunkman — Sun, 03 Mar 2024 17:34:50 GMT

@OlivierR

FYI PM management prefers private messaging the porting number to customers instead of posting on forum. Otherwise, customers will call that number for account issues (even though you did mention for porting only).

Also need to make sure it is exclusively a porting issue before sending this number. If there is an account setup issue first and then you successful port (ie. via porting team), that might mess up the account further.

Re: transfered phone number not working

Surinder2077 — Sun, 03 Mar 2024 17:51:18 GMT

I called the number and it was Telus porting support. They verified that the number has been sucessfully ported out of Telus to Public Mobile and the SIM card that I am using. But on my phone I cannot make calls, it just says I am in emergency SOS mode, yet when I go into the settings it shows carrier as Public Mobile.

Re: transfered phone number not working

hTideGnow — Sun, 03 Mar 2024 17:52:32 GMT

HI @Surinder2077

yes, from what you said after, I suspected the port was done too

it is a sim setup problem. Please submit ticket as advised above

Re: transfered phone number not working

Surinder2077 — Sun, 03 Mar 2024 18:03:20 GMT

Cannot create a case because it will not let me, says I have to login to my account. Cannot log into account because it cannot verify my phone number. Phone number showing as transferred but not working, phone not recieving any text messages.

Re: transfered phone number not working

hTideGnow — Sun, 03 Mar 2024 18:04:23 GMT

HI @Surinder2077

you don't need to login to submit ticket. But you can submit ticket using the easier way instead, by direct message using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: transfered phone number not working

Surinder2077 — Sun, 03 Mar 2024 18:28:28 GMT

I have sent a support ticket about the sim card using the link you sent me. Thanks

Re: transfered phone number not working

Brianna182 — Sun, 03 Mar 2024 19:35:29 GMT

Might be too obvious, but this happened to me and restarting my phone got it working. Worth a try if you haven't already