topic Re: Activating New Subscription in Get Support

Activating New Subscription

Menyanthes — Tue, 24 Jun 2025 15:06:59 GMT

I registered and paid for a new subscription to transport an old number to Public Mobile. I was sent an SMS message but did not receive it since my number was already inactive. I received an SMS message from my old subscriber, Telus, but could not respond to confirm my switchover, my response SMS was not delivered. I phoned Telus and was assured the account would be switched over in due time, it has now been 14 hours without successs. I cannot log in to the Public Mobile app when log in codes are sent to either my phone (not working) or to my email.

Re: Activating New Subscription

Sansan — Tue, 24 Jun 2025 15:20:51 GMT

@Menyanthes please message Public Mobile directly for assistance at the link below.

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

Re: Activating New Subscription

hTideGnow — Tue, 24 Jun 2025 15:20:59 GMT

hi @Menyanthes

usually only numbers from active accounts can be ported

But, you are lucky you have Telus as your old carrier and PM might be able to help to port in this situation

you can submit ticket by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Activating New Subscription

Dunkman — Tue, 24 Jun 2025 15:21:16 GMT

@Menyanthes

It looks like that you need customer service agent help. I will escalate your post to CSA_PM who should be contacting you via private message within the next 0.5-1 hour.

Re: Activating New Subscription

CSA_PM — Tue, 24 Jun 2025 15:31:14 GMT

Hello @ Menyanthes,

I sent you a private message. You can view and reply to it by accessing this link: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Activating New Subscription

hairbag1 — Tue, 24 Jun 2025 16:41:38 GMT

@CSA_PM

for clarity going forward, please let everyone know what steps are to be taken when this situation occurs in future. In the past, it's been unclear if the number can be ported from an inactive Telus account. Is it just Telus family numbers can be ported or can most any inactive number be brought over to new Public Mobile account ?

Re: Activating New Subscription

CSA_PM — Tue, 24 Jun 2025 16:52:15 GMT

Thanks for your question!

Just to clarify: there are no exceptions — for a number to be transferred to Public Mobile, it must be active with the current provider at the time of the port request. This applies to all carriers, including Telus.

If the number is inactive, the port will fail. It's always best to keep the old service active until the number transfer is fully completed.

Hope this helps clear things up!

Re: Activating New Subscription

Menyanthes — Wed, 25 Jun 2025 16:50:34 GMT

To clarify, the number I wanted to transport is an active number

Re: Activating New Subscription

Sansan — Wed, 25 Jun 2025 21:04:44 GMT

@Menyanthes sounds like you have to go back to Telus and work it out again first before you are able to proceed.