topic Re: 5B1 Error after Public Mobile Number Port-Out in Get Support

5B1 Error after Public Mobile Number Port-Out

queenof5b1 — Sat, 06 Jul 2024 20:19:29 GMT

I was a public mobile customer for years. Over a year ago I ported my number out to Rogers. Ever since that port out, my number has been blocked on Telus's network. Giving callers who are with Public Mobile, Telus, or Koodo a 5B1 error code indicating that my number is out of service.

Yet any other network provider customers can call me.

Dealing with this has been a nightmare. Rogers launched an investigation and came back with the conclusion that my mobile number is blocked on Telus's network, as a result, they could not unblock it. I need to reach out to Telus.

Telus is telling me they can't do anything, and that I need to reach out to Public Mobile. Public Mobile's customer support ticket system has been difficult to open without an active PM account. I have submitted tickets with no response.

The CRTC also has told me to reach out to Telus and request they move the block.

I am beyond frustrated and just want my phone number to work. I am bumped from customer support person to customer support person to no avail.

I highly suggest if you are a PM customer and if you ever want to leave - get a new number.

If anyone has any solutions, please help!

Re: 5B1 Error after Public Mobile Number Port-Out

hTideGnow — Sat, 06 Jul 2024 20:21:40 GMT

hi @queenof5b1

I think you have to submit a ticket with PM and ask them to push for Telus tech to check
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: 5B1 Error after Public Mobile Number Port-Out

Chalupa_Batman — Sat, 06 Jul 2024 20:26:03 GMT

Hey @queenof5b1

Sounds extremely frustrating.

Sadly, we are all customers here and can only recommend creating another ticket. However, if you get nowhere with this, you can reach out to the CCTS and file a complaint. They will get involved and try to resolve the matter for you.

https://www.publicmobile.ca/en/mb/ccts

To Submit a ticket, please click the following link to access the Public Mobile Chatbot: https://widget.telus.tiia.ai/publicmobile/publicmobile.html Type: Customer Service Agent

IMPORTANT INFORMATION: I am not a Public Mobile employee. I am a customer just like you. Please do not send me a private message with your personal information.

Re: 5B1 Error after Public Mobile Number Port-Out

BKNS27 — Sat, 06 Jul 2024 22:46:23 GMT

@queenof5b1

I am not aware the PM can block call from Telus callers.

Hopefully staff can locate the issue.

Re: 5B1 Error after Public Mobile Number Port-Out

golfball — Sun, 07 Jul 2024 03:12:47 GMT

Carriers are not permitted to hold phone numbers hostage. If unresolved file a complaint with CCTS.