topic Re: Number Transfer Issue in Get Support

Number Transfer Issue

Amarildo — Tue, 25 Mar 2025 00:23:06 GMT

Several CSA haven’t been able to initiate the transfer of the number from Bell (number is free for porting). Some have even directed me to contact a number for porting it myself, which turned out to be Koodo’s CS. Been two days and no solution yet. Could anyone help me how to address this issue going forward?

PS: I’ve tried transferring the number on the mobile app and on the web under my PM account but it gives an error saying that the number is invalid.

Re: Number Transfer Issue

slusagm — Tue, 25 Mar 2025 00:27:39 GMT

the Koodo team was in fact the right place. That team helps both Koodo and PM. But it is true sometimes, some agent refused to help

anyway, since you already tried the porting team, it is time to contact PM by ticket instead. Since you cannot properly login, you won't be able to open the preferred Chatbot ticket. So, you will need to message them here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Number Transfer Issue

hTideGnow — Tue, 25 Mar 2025 00:35:56 GMT

hi @Amarildo

the number is correct

After you enter the number you want to port and if the system cannot find it, it will get redirected to Koodo support, yes , right team. Then it will ask to send a text to you. If the number you calling cannot receive text, then enter another number, maybe a cell from your family member, to get the text some Koodo support can start working on your case

Re: Number Transfer Issue

Amarildo — Tue, 25 Mar 2025 00:48:35 GMT

Hi,

Thank you for the reply.

Yes, that’s true but the system stated that porting was not initiated at that time yet (the PM CSA informed me prior to that that they couldn’t initiate the transfer as an error was appearing on their end, yet they advised me to call that number), and after that I was transferred to Koodo CSA. I wasn’t asked to be sent a text (my phone number is active and can receive texts).

Just recently I received a message from a PM CSA on my inbox saying that my number cannot be ported because it doesn’t meet the parameters required by Telus (without specifying what those parameters are, because my Bell number is free for porting in fact).

So, at this stage, can I be reimbursed if I cancel the PM subscription, as I wasn’t able to port my number and not because of my fault?

Help would be appreciated

Re: Number Transfer Issue

hTideGnow — Tue, 25 Mar 2025 00:51:23 GMT

hi @Amarildo

for porting eligibility, it has something to do with the actual city where the numbers belongs. While carriers can accept most phone number, each carriers have some "dead spot" that they can't accept numbers from particular town/cities (this is actually limited by the area cod and the next 3 digits)

anyway, sad to know you cannot port your number into PM, but happy to see you get the reimbursement

Re: Number Transfer Issue

Amarildo — Tue, 25 Mar 2025 00:56:49 GMT

I wasn’t able to continue with the porting team as my transfer not initiated by the PM CSA and the Koodo CSA stated that they are not responsible to assist PM customers and that only CSA can contact the porting team number to go through with the porting process.

I’ve already contacted PM CSA by filing case tickets to resolve this issue but no one has been able to initiate the porting so far. And I’m not logged out of my account, I can login.

Re: Number Transfer Issue

Amarildo — Tue, 25 Mar 2025 01:07:58 GMT

Hi @hTideGnow ,

Thanks for the reply. Actually, my old service provider number was just acquired a month ago and belongs to the same city area code (confirmed it with Bell).

So, you think I will get refunded if I cancel my subscription with PM, or that’s not the case, cause I’ve read somewhere that it is not refundable?

Re: Number Transfer Issue

Meow — Tue, 25 Mar 2025 01:06:00 GMT

@hTideGnow wrote:
hi @Amarildo
for porting eligibility, it has something to do with the actual city where the numbers belongs.

Is there a way for customers to check if their number is eligible for porting to PM - land line and/or mobile number?

Re: Number Transfer Issue

hTideGnow — Tue, 25 Mar 2025 01:11:38 GMT

hi @Meow

Koodo used to have the site, but they took it down

i know how to check, so, you can post the area code and the next 3 digits and I can help