topic Re: cant transfer my old phone number in Get Support

cant transfer my old phone number

jeremysphone87 — Fri, 10 Jan 2025 02:40:03 GMT

i bought a subscription to PM but couldn't figure out how to work the esim so I went to a telus store to try and fix it but they couldn't. i have already transferred my phone number from my old carrier to the PM account. i ended up buying a new subscription with telus but now I cant transfer my old number over because I cant access the number to confirm the transfer and I also cant get into my PM account to cancel my subscription or find my account number because they ask to verify my identity with the old phone number. i called telus and asked if they could transfer the number but they said they needed my PM account number which I can not get.

Re: cant transfer my old phone number

eddieO — Fri, 10 Jan 2025 02:46:05 GMT

@jeremysphone87 reach out to a support agent, they will be able to help you out.

You will need to open a ticket through the Chatbot:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html
(and then type: Customer Support Agent)

Or, if you are having trouble with the Chatbot try sending a private message to:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)

Re: cant transfer my old phone number

SourDude1234 — Fri, 10 Jan 2025 02:48:13 GMT

Hi,

When it tells you to enter the code, try to click the option "Didn't get the code" and send it to email.
Regarding transfer verification, please contact support with the link provided by @eddieO .

Re: cant transfer my old phone number

AnitaRose27 — Fri, 10 Jan 2025 02:56:41 GMT

Go to a Kodo kiosk in a mall, they are the ones who handle all the Public Mobile stuff. They helped me a lot with my phone. Telus owns them too.

Re: cant transfer my old phone number

jeremysphone87 — Fri, 10 Jan 2025 02:57:14 GMT

there is no "didnt get the code" option

Re: cant transfer my old phone number

eddieO — Fri, 10 Jan 2025 03:00:28 GMT

@AnitaRose27 you must have been lucky as most Telus and Koodo locations will not assist Public Mobile customers beyond selling them a SIM card as they know Public Mobile is intended to be self serve.

Re: cant transfer my old phone number

AnitaRose27 — Fri, 10 Jan 2025 03:06:02 GMT

Where do you live? The guys at the one in the Seaway Mall in Welland, Ontario were fantastic.

Re: cant transfer my old phone number

eddieO — Fri, 10 Jan 2025 03:08:53 GMT

@AnitaRose27 I'm in Cambridge (very close to Kitchener/Waterloo). Just going by a lot of past posts that seem to say the same about not getting any help at Telus stores. Never hurts to ask I suppose 🙂

Re: cant transfer my old phone number

jeremysphone87 — Fri, 10 Jan 2025 03:12:11 GMT

i went to a telus store and they couldn't help me

Re: cant transfer my old phone number

computergeek541 — Fri, 10 Jan 2025 03:16:24 GMT

@eddieO wrote:
@AnitaRose27 I'm in Cambridge (very close to Kitchener/Waterloo). Just going by a lot of past posts that seem to say the same about not getting any help at Telus stores. Never hurts to ask I suppose 🙂

Please do not suggest this. It will only waste the custonmer's time potentially further frustrating the customer. The employees at Telus and Koodo stores cannot and will not assist with any Public Mobile matters. They're not equiped for it. Public Mobile is a self serve carrier, and customers who are not comfortable with this may be better served as Telus Mobility or Koodo Mobile customers. Public Mobile does not make any secret of this.