topic Re: Transfer number in Get Support

Transfer number

JT55 — Fri, 20 Jun 2025 04:52:39 GMT

My wife used her login profile to transfer my number from Fido. This was a mistake and her cell number has now been replaced by my number. How can she reactivate her old number? I have already said no to cancel my tel transfer when Fido sent me a text asking.

Re: Transfer number

Chalupa_Batman — Fri, 20 Jun 2025 01:05:25 GMT

@JT55 wrote:
My wife used her login profile to transfer my number from Fido. This was a mistake and her cell number has now been replaced by my number. How can she reactivate her old number? I have already said no to cancel my tel transfer when Fido sent me a text asking.

She needs to log in and create a ticket to a CS Agent.

Please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket. Enter CONTACT US into the chat and follow the prompts.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

Re: Transfer number

computergeek541 — Fri, 20 Jun 2025 01:06:38 GMT

@JT55 wrote:
My wife used her login profile to transfer my number from Fido. This was a mistake and her cell number has now been replaced by my number. How can she reactivate her old number? I have already said no to cancel my tel transfer when Fido sent me a text asking.

Was your number by chance entered as the alternate number on the number porting form? Either way, as the wrong number was requested to be ported over, you'll need the help of a Public Mobile customer support agent. I've made arrangements for one to contact you and you can expect a private message from CSA_PM tomorrow morning at approximately 8:30am.

Re: Transfer number

JT55 — Fri, 20 Jun 2025 03:17:24 GMT

Thank you! A CS has contacted me and I hope the problem will be resolved soon.

Re: Transfer number

computergeek541 — Fri, 20 Jun 2025 03:18:14 GMT

Re: Transfer number

BKNS27 — Fri, 20 Jun 2025 04:04:54 GMT

@JT55

As you know now and to other members that you can only have 1 account/1 email address and your number superseded her number.

You will need to use your email address to create your account.

Re: Transfer number

computergeek541 — Fri, 20 Jun 2025 04:41:16 GMT

@JT55

Are you trying to transfer your wife's phone number to Public Mobile or are you trying to transfer your phone number to Public Mobile? To ask in another way, was the wrong phone number requested to be ported over to Public Mobile or was your phone number requested to be ported into the wrong account?

Re: Transfer number

JT55 — Fri, 20 Jun 2025 04:42:19 GMT

I am trying to port my Fido number to PM. Since my wife is a PM user, she helped but forgot to log out of her account when doing it hence the problem.

Re: Transfer number

JT55 — Fri, 20 Jun 2025 04:42:42 GMT

I know. Thanks for reminding.

Re: Transfer number

computergeek541 — Fri, 20 Jun 2025 04:47:23 GMT

@JT55 wrote:
I am trying to port my Fido number to PM. Since my wife is a PM user, she helped but forgot to log out of her account when doing it hence the problem.

Thanks for clarifying. You'll want to make it clear when discussing this with the Public Mobile agent that with your wife's account, you do not want any number ported in and this is simply an accidental phone number change. At this point, it'll be a matter of trying to restore your wife's phone number. Getting your number ported to Public Mobile (to your own account) is a separate matter.

Re: Transfer number

JT55 — Fri, 20 Jun 2025 04:51:52 GMT

Yes we are clear now. Many thanks.

Re: Transfer number

CSA_PM — Fri, 20 Jun 2025 12:02:01 GMT

Thank you for the escallation!

The issue is already resolved by one of our agents.