topic Re: OLD NUMBER TRANSFER LIMBO in Get Support

OLD NUMBER TRANSFER LIMBO

Murray6 — Sat, 27 Sep 2025 01:05:07 GMT

My phone was stolen. I replaced it with a new phone, and a PM account. I installed an esim (super easy), and requested a transfer of my old (Telus) number to my new phone, on the PM app. Regrettably, I did not check to ensure that I could make & receive calls with the esim. Once I made the transfer request, my phone has been dead, no calls in, no calls out. My old number has disappeared from my old Telus account, which is good news, but my phone still shows the new PM number when it should show my old Telus number, if the transfer worked. It's been almost 8 hours, and nothing.

Re: OLD NUMBER TRANSFER LIMBO

softech — Fri, 26 Sep 2025 23:00:26 GMT

@Murray6

Could be eSIM setup issue

there is a chance that the error was there because the Public Mobile esim is already installed and just not properly enabled

On Android: Check your Sim Card Manager and see if a Public Mobile eSim is there. If so, make sure it is enabled.

On iPhone: check Settings > Celluar and see if the eSIM is there. If it is, make sure the PM eSIM is set as Primary on "Cellular Plan Label" and "Turn on This Line" is toggled on

if you don't see the Public Mobile esim there, check the Welcome email, there should be a QR code for the esim for you to scan and install manually)

If the Public Mobile eSIM is there, disable or delete those non PM sim (eSIM/Physical sim).
If the non-PM sim is physical, remove it. If the non-PM sim is an esim, disable using the SIM Manager on the phone (or set as Secondary and turn off "Turn on this line" for this non-PM esim)

Then reboot the phone and click Reset All Networks on your phone and it will work. (Please note that Reset all Networks will also erase your saved Wifi and Bluetooth connections, but you just need to add them back after). Also, it is possible you have to reset it multiple times for it to work.

if it still does not work, open ticket with PM by private message CS Agent using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there will reply to you there

Re: OLD NUMBER TRANSFER LIMBO

Murray6 — Fri, 26 Sep 2025 23:20:25 GMT

Thanks for the suggestion. Unfortunately, no change after multiple resets. I'll try the CS link.

Abort a phone number transfer?

Murray6 — Sat, 27 Sep 2025 20:41:20 GMT

I started to process to transfer the phone number from an old phone to a new account on Public. The old phone was stolen, which had caused several problems. Is there a way to abort the process, and just keep the number assigned by PM?

Re: Abort a phone number transfer?

hTideGnow — Sat, 27 Sep 2025 20:43:02 GMT

@Murray6 wrote:
I started to process to transfer the phone number from an old phone to a new account on Public. The old phone was stolen, which had caused several problems. Is there a way to abort the process, and just keep the number assigned by PM?

HI @Murray6

you can ask PM support agent to cancel that port request and assign you back the same phone number you got earlier

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 unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")
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