topic Re: Subscription unsuccessful in Get Support

Subscription unsuccessful

Tifa — Mon, 29 Jul 2024 01:44:20 GMT

Trying to transfer my number from PhoneBox (Telus) to Public Mobile, but it says my IMEI doesn’t match with my phone number. How can this be resolved? There is no helpline that I could call for help 😞

Re: Subscription unsuccessful

computergeek541 — Mon, 29 Jul 2024 01:44:11 GMT

@Tifa wrote:
Trying to transfer my number from PhoneBox (Telus) to Public Mobile, but it says my IMEI doesn’t match with my phone number. How can this be resolved? There is no helpline that I could call for help 😞

Please use the chatbot to open a ticket with a Public Mobile customer support agent: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

If at all possible, use the old carrier's account number (not the IMEI).

Re: Subscription unsuccessful

Tifa — Mon, 29 Jul 2024 01:47:58 GMT

Couldn’t find my account number with PhoneBox.. have to email them tomorrow.. why IMEI wouldn’t work? I am using eSIM

Re: Subscription unsuccessful

computergeek541 — Mon, 29 Jul 2024 01:50:08 GMT

@Tifa wrote:
Couldn’t find my account number with PhoneBox.. have to email them tomorrow.. why IMEI wouldn’t work? I am using eSIM

It's not that IMEI doesn't work for number porting, but just that using the account number has a higher rate of successs. Using the IMEI leads to more porting failures as customers sometimes change devices. Also, carriers aren't always expecting the most recently IMEI for number porting. When it comes to account number, there is only even one account number for the lifetime of an account (never changes).