topic New number setup in Get Support

New number setup

Ryann2 — Sun, 13 Jul 2025 22:22:07 GMT

I am setting up a new account and would like an old number from outside Public.

I do not have current access to the old number. But the number comes up as not in service.

is PM able to assist with number?

Re: New number setup

hTideGnow — Sun, 13 Jul 2025 22:23:46 GMT

hi @Ryann2

sorry, no. You need to port in a number that you own.

And PM has no access to number that is outside of Public (or Koodo or Telus), so if the number is from other carrier, you have to activate with that carrier

Re: New number setup

Ryann2 — Sun, 13 Jul 2025 22:31:32 GMT

I did not realize that and activated a PM account just now.

is there a way to cancel my account subscription and get my money back?

Re: New number setup

hTideGnow — Sun, 13 Jul 2025 22:33:24 GMT

hi @Ryann2

PM is prepaid carrier and usually do not provide refund. But discuss with PM support agent, and they might be able to work out something

submit a ticket with CS Agent using Chatbot here:
  https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, 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: New number setup

BKNS27 — Mon, 14 Jul 2025 08:35:25 GMT

@Ryann2

You need an active account for the old number from your old carrier to port your number over to PM. It sounds like you canceled your old account before porting over to PM. To get your old number back from your old carrier. You need to contact them to activate and get your old number back. You might need to get a new SIM from them to reactive your number and account.

You can decide to stay with them or since you actived a new account with PM. You can pick a temporary new number and port your old number to PM once you have activate the number with your old carrier but you will be paying for 2 services.

The cheapest option is to stay with the new number from PM.