topic Re: Trouble porting over number in Get Support

Trouble porting over number

iamfauxreel — Sun, 29 Dec 2024 22:51:20 GMT

I just signed up yesterday.
I am trying to move my number over from Zoomer Mobile, a subsidiary of Rogers.
I selected Rogers as my carrier as Zoomer was not listed (possibly because has gone out of business).
I input my account number (exactly as it was written on my bill).
I input my ESN/MEID number (copied and pasted from my settings).
I then got a text that the ESN/MEID number was not correct and that I would be contacted by someone from Public Mobile team shortly.
That was 18 hours ago and I haven't heard anything.
What do I do now?

Re: Trouble porting over number

softech — Sun, 29 Dec 2024 15:36:04 GMT

@iamfauxreel you will have to pick a temporary number first. After the service is fully setup, ask support to help with the port from Zoomer

open ticket with PM support:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Log In", finally click "Click here to submit a ticket ↗"
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 ticket submitted, CS Agent will reply to you there

Re: Trouble porting over number

iamfauxreel — Sun, 29 Dec 2024 15:46:35 GMT

@softech

do i pick a temporary number prior to filing out the ticket?
I can see where I can do this in my Public Mobile app on my phone.

when filing out the ticket...
When they ask for my sim #, do i give the number for my existing sim (the one that is still active with Zoomer/Rogers) or the number for the Public Mobile sim i purchased yesterday from a telus store?

Re: Trouble porting over number

softech — Sun, 29 Dec 2024 16:01:58 GMT

@iamfauxreel you pick the new phone number when you activate (Step 5 in the subscription process)

if you already activated and the service is working, just open ticket with support. If you have problems submitting ticket without Chatbot, then just private message them here

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Trouble porting over number

Phil_Adelphus — Sun, 29 Dec 2024 16:03:35 GMT

@iamfauxreel Yes get the temporary number now, and the sim number to enter is the Public Mobile sim that you just purchased.

Re: Trouble porting over number

iamfauxreel — Sun, 29 Dec 2024 16:14:54 GMT

@softech
&
@Phil_Adelphus
Thanks for explaining / confirming what I asked.
I changed my number in the app.
I then shut down my phone and put the Public Mobile sim card in.
I then got a text with an eversafe confirmation code which i entered to complete the phone number change.
I then submitted a ticket, providing all of the info I was asked for.
How long will it take to resolve this?

Re: Trouble porting over number

Phil_Adelphus — Sun, 29 Dec 2024 16:18:01 GMT

@iamfauxreel I've seldom needed customer service but when I have they have usually replied within the hour and fixed whatever needed fixing shortly after that. But on occasion it might take them a bit longer than that to respond.

Re: Trouble porting over number

softech — Sun, 29 Dec 2024 16:29:29 GMT

@iamfauxreel usually wait time is within an hour for the first response. Probably they can submit the port request shortly after and the rest would depends on how fast Zoomer/Rogers processes the request