topic Re: Need help porting in from CTExcel in Get Support

Need help porting in from CTExcel

Gengyu66 — Sat, 29 Mar 2025 16:48:32 GMT

I was at the transfer number part but can't find CTExcel in the drop down list.

What is my next step? I got the pin number from them already. Does PM need the account number from them? their CS only provided me the pin number.

From what I read on the forum, I'm to pick a new number and then CS will contact me to transfer the right number?

Update: I have submitted a ticket for PM already so just waiting for them to contact me on next steps. I asked CTExcel about the number if it isn't ported in on time they said the number is actually "alive" for another 90 days before it can get released.

Re: Need help porting in from CTExcel

computergeek541 — Sat, 29 Mar 2025 07:37:40 GMT

@Gengyu66 wrote:
I was at the transfer number part but can't find CTExcel in the drop down list.
What is my next step? I got the pin number from them already.
From what I read on the forum, I'm to pick a new number and then CS will contact me to transfer the right number?

Public Mobile customer service generally doesn't contact customers unless the customer first initiates the contact. If you have the CTExel account number, that will be better. Usually, porting by using PIN is not advisable. Contact Public Mobile by using the chatbot to open a ticket. https://widget.telus.tiia.ai/publicmobile/publicmobile.html

If the chatbot gives an error message, send a private message to CS_Agent to get all of this straightened out.
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Need help porting in from CTExcel

Gengyu66 — Sat, 29 Mar 2025 08:13:14 GMT

I contacted CExtel customer service. The last day of service is Mar 29th midnight. They said to port out, provide the PIN number as they don't actually use account numbers.

My question is let's say PM customer service doesn't get back to me and I'm unable to port in on time. Does my number disappear or get lost?

I've already submitted a ticket btw thanks.

Re: Need help porting in from CTExcel

funpig1 — Sat, 29 Mar 2025 08:17:57 GMT

@Gengyu66

Given the urgency, you should try calling for assistance. See your private message for telephone number. Good luck.

Re: Need help porting in from CTExcel

computergeek541 — Sat, 29 Mar 2025 09:03:10 GMT

@funpig1 wrote:
@Gengyu66
Given the urgency, you should try calling for assistance. See your private message for telephone number. Good luck.

That department cannot help in situations in which the number port request hasn't yet been submitted.

Re: Need help porting in from CTExcel

Phil_Adelphus — Sat, 29 Mar 2025 10:34:48 GMT

@Gengyu66 My question is let's say PM customer service doesn't get back to me and I'm unable to port in on time. Does my number disappear or get lost?

You should not cancel your CTExcel account before the number is transferred. Once the number is successfully moved to Public Mobile then the CTExcel account will close automatically. If you cancel it before the port then there is a possibility of losing the number or at least making things more complicated. So if not done in time you may end up paying for both carriers for a month, or else wait to port your number to Public Mobile until a few days before your CTExcel account due date. Best to do it a few days before to give time for any glitches to be worked out.

Re: Need help porting in from CTExcel

Gengyu66 — Sat, 29 Mar 2025 16:10:03 GMT

CTExcel is prepaid not postpaid like the major brands and our month reset is actually today. so If I don't cancel renewal from them today I'll be charged another month. They said my number would stay in their company for 90 days before it gets lost.

I have to get it done today. Submitted a ticket last night and also DM's CS_Agent but no response yet.

Should I select a temporary number first and then get them to manually transfer the real number?

Re: Need help porting in from CTExcel

slusagm — Sat, 29 Mar 2025 16:15:35 GMT

message PM team for an update. Usually once they work on your ticket, the port can be done within hours

(selecting a temp number or not won't speed up the port, try to message them and push them to complete it today)

Curious, isn't thta CTExcel cell service should be out of business long time? you can still use it now?

Re: Need help porting in from CTExcel

Gengyu66 — Sat, 29 Mar 2025 16:16:48 GMT

wym by out of business? they still active haha. They chinese company literally have live agents ready 24/7. Called them last night at like 11:50pm PST and someone picked up within 2 minutes.

Problem is their signal sucks and I'm heading to US next month for 2 weeks so it would be great to get the US CAN plan from here.

Re: Need help porting in from CTExcel

slusagm — Sat, 29 Mar 2025 16:21:25 GMT

sorry, i got mixed up with China Mobile pull out of Canada. CTExcel is another one

Re: Need help porting in from CTExcel

Gengyu66 — Sun, 30 Mar 2025 00:30:10 GMT

ya I created a ticket and sent them like 2 messages 18 hours and 9 hours ago and still no response.

I can create a temp number and use it for now. Then get them to switch it over to the one I want after right?

It's because my current prepaid plan ends tonight.

Porting from CTExcel

Gengyu66 — Sun, 30 Mar 2025 01:46:22 GMT

Need some help regarding this issue. Already submitted a ticket to CS_Agent 18 hours ago still no response.

Basically I was stuck at the dropdown menu part where I couldn't select CTExcel, so I picked a new temporary number instead and was able to activate the sim properly.

Then I went to do a manual transfer at the account's "Change phone number" options and I ported in my CTExcel phone number by picking Telus and using IMEI instead of account number because CTExcel does not have account numbers. they only have 4 digit pin (confirmed with CTExcel CS already).

Now is the confusing part. On my account, it shows my number has changed to the one I want. On my phone when I check my sim card, it also changed to the number I want.

But the problem is I never received a text confirmation for number transfer, but I'm able to call and text other people using PM sim card. But when I used a different phone to try to call my number, it wouldn't ring. So I'm guessing porting isn't actually complete.

Did I screw up anywhere? and if I did, what can I do next?

Re: Porting from CTExcel

slusagm — Sun, 30 Mar 2025 01:59:22 GMT

what you see is normal when the number is not completely ported yet. Nothing wrong other than the port is not done

you tried rebooted the phone and removed your CTExcel sim? And did you try calling PM port support team?

I can't post the number here, but I will message the number to your community inbox. Please check and call them

Porting from CTExcel successful without CS_Agent!

Gengyu66 — Sun, 30 Mar 2025 06:09:32 GMT

Here's what I did.

1) Choose a new number which is my temporary number

2) After activating the number and account, go to account settings and transfer number

3) enter the number you want to port in, pick TELUS as the carrier, and then use your current phones IMEI number

After 30 minutes, my number transferred from CTExcel to PM without an account number, and didn't even need to use a pin code or text confirmation.

I get a text on PM sim card from Koodo saying "welcome to koodo, transfer request success"

I know it's strange because many people in the community said TELUS doesn't work, but apparently CTExcel uses Telus tower and I think it only worked because I got a temporary number first.

My phone is a Oneplus Nord

Re: Porting from CTExcel successful without CS_Agent!

funpig1 — Sun, 30 Mar 2025 09:05:49 GMT

@Gengyu66

Glad you figured it out and sharing.

Did the Koodo telephone number give you any help?

Re: Porting from CTExcel successful without CS_Agent!

Gengyu66 — Sun, 30 Mar 2025 16:21:27 GMT

The koodo porting number is fully automated which did not connect me to any real person.

So it asks me which number im transferring, i enter the number from ctexcel and it says theres no request so it would just send me to koodo, and koodo automated says must use callback request on their chatbot.

so i did that and then eventually got a real koodo person on the line and she said they don't deal with Public Mobile things. lol

so thats why i decided to do the manual transfer method and took a gamble on selecting Telus and entering IMEI number.

Then when I called the porting number thing it says this number is transferring in progress. Will get a text when its complete.

and bam thats it.

No acc number, no pin. Wouldn't this set up for future possible fraud like u can change or steal other peoples numbers just with IMEI

Re: Porting from CTExcel successful without CS_Agent!

hTideGnow — Sun, 30 Mar 2025 16:24:52 GMT

hi @Gengyu66

account number or not is really a security feature with the carrier pass the phone number over, not with Public Mobile. So, if you have such concern, you need to raise that with CTExcel

Re: Porting from CTExcel successful without CS_Agent!

Phil_Adelphus — Sun, 30 Mar 2025 16:30:48 GMT

@Gengyu66 You may or may not get a text when it's done. Usually sign is that the old carrier sim stops working, then you can insert your Public Mobile sim and restart the phone and it should work. Usually it shouldn't take very long but if not done in about 5 hours from when the old sim stops working then there may be an issue.