topic Re: Number transfer to another provider in Get Support

Number transfer to another provider

Lim_Kim1 — Tue, 29 Jul 2025 04:59:21 GMT

Hi, I attempted multiple times to transfer my number to another provider but I do not receive the confirmation text. Please assist!

thank you

Re: Number transfer to another provider

computergeek541 — Tue, 29 Jul 2025 05:02:39 GMT

@Lim_Kim1 wrote:
Hi, I attempted multiple times to transfer my number to another provider but I do not receive the confirmation text. Please assist!

Please remember that with number porting, the responsibility with all troubleshooting and completion of the number porting rests the carrier that the phone number is going to. The new carrier should be in contact with Public Mobile on your behalf to fix this.

Re: Number transfer to another provider

Cpt_Captcha — Tue, 29 Jul 2025 05:03:17 GMT

Hi @Lim_Kim1,

When you request a port‑out, Carriers must send a single‑use text to the SIM that says something like:

“Carrier: Reply YES within 90 minutes to transfer your number.”

What is the process you are doing physically with the devices attempting this port?

Re: Number transfer to another provider

Lim_Kim1 — Tue, 29 Jul 2025 05:06:29 GMT

Hi @Cpt_Captcha, I followed the instructions regarding number transfer. The only step missing is to confirm the transfer but I do not receive the single use text to confirm.

Re: Number transfer to another provider

Cpt_Captcha — Tue, 29 Jul 2025 05:19:17 GMT

Hey @Lim_Kim1, sounds like you’re close to completing the transfer, just a bit stuck on the confirmation SMS.

For clarity, the SIM card currently in your phone when you initiate the number transfer must be the SIM from your original provider (donor provider) the one you're transferring the number away from. That’s where the confirmation text arrives (the "Reply YES" message).

A few quick tips to help you out:

SIM card check:
- Ensure your old provider's (donor) SIM is still active and inserted into your phone.
- Keep it powered on and connected to the network during the transfer request.
Porting info:
- When submitting the transfer, ensure you entered the correct account number and IMEI from your old provider.
- If you've tried the account number and it failed, retry using your phone’s IMEI number. Sometimes the IMEI works more smoothly, especially between related networks (e.g., Telus, Koodo, Public).
Provider quirks:
- Occasionally transfers between certain networks (like Telus/Koodo/Public, since they're related) can experience temporary delays on the backend—this is uncommon, but it does happen.

Quick question to help you best:

Which SIM is in your phone right now? (The old provider’s SIM, or the Public Mobile SIM?)
Are you using a physical SIM card or an eSIM from Public Mobile?

Sometimes porting can be a bit of trouble but could just be a simple step missed earlier and a quick solve.

Re: Number transfer to another provider

Lim_Kim1 — Tue, 29 Jul 2025 05:26:22 GMT

thank you for the information @Cpt_Captcha.

I am using an eSim. I can confirm that the current number is still active because I can receive and send out text messages.

however, this is the message i keep receiving when attempting to transfer my number to a new provider:

We cannot transfer your number because it is not active.

Re: Number transfer to another provider

Cpt_Captcha — Tue, 29 Jul 2025 05:44:35 GMT

Hey @Lim_Kim1, it sounds like your port‑out is hitting a snag because the donor network doesn’t see your number as “active” in its porting database, even though you can still send/receive texts. Here’s something to try:

1) Check which SIM/eSIM is in use during the port

Port‑out always happens from the donor SIM (the provider you’re leaving). That’s where the “Reply YES” text must land.
If you’ve already installed your Public Mobile eSIM and removed the old carrier’s SIM, the donor network will think your number is inactive (it literally isn’t on their network anymore.)

What to do:

Re‑insert or re‑provision your old carrier’s SIM/eSIM so that your number is live on the donor network at the moment you request (and confirm) the transfer.

If needed, give them a quick call!
Common blockers include:
- Unpaid bills or credit holds
- SIM/eSIM suspension or freeze
- Incorrect port‑out PIN or account number
  
  That being said and if your in a pickle now and need a speedy solution for a fallback plan:
  1. Pick a new PM number on your eSIM so you can get connected immediately.
  2. Once your old SIM is reactivated and the donor carrier has cleared any blocks, initiate the port again from the new provider.
  3. After port completes, voila.
    
    Remember your rights
    Under Canada’s Wireless Code, your donor carrier must release your number if your account is active and in good standing. If they refuse or keep your number marked inactive without justification, you can escalate to the CCTS (Commission for Complaints for Telecom‑television Services).
    Good luck!