topic Re: Phone Number Transfer Not Working in Get Support

Phone Number Transfer Not Working

jtmdes — Mon, 20 Oct 2025 20:11:11 GMT

I have a family member that is trying to switch from Koodo (not prepaid) to Public. They got the sms to approve the transfer, payment for plan went through but they have no service.
Koodo has verified the transfer happened on their end.
They can’t get a hold of any CS agent to help. It just keeps asking for their login and sends a security code.
eSIM not showing up on iPhone.
Not sure where to go from here.

Re: Phone Number Transfer Not Working

hTideGnow — Mon, 20 Oct 2025 16:27:52 GMT

hi @jtmdes

this is not a transfer problem but sim or account setup problem. PM support agent can help.

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: Phone Number Transfer Not Working

BKNS27 — Mon, 20 Oct 2025 16:54:03 GMT

@jtmdes

Did you reboot your phone by powering off then back on?

Also check to see if eSIM is added in your cellular settings.

Re: Phone Number Transfer Not Working

jtmdes — Mon, 20 Oct 2025 17:15:56 GMT

Phone has been rebooted and no eSIM showing up. Even after taking the old physical SIM card out.

Re: Phone Number Transfer Not Working

CSA_PM — Mon, 20 Oct 2025 17:46:32 GMT

Hello @ jtmdes,

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: Phone Number Transfer Not Working

jtmdes — Mon, 20 Oct 2025 20:56:30 GMT

Here’s an update. Everything is working now. It turns out something happened during account activation that allowed it not to finish but still have the number transfer. Since the number transferred, finishing the activation with a new number and then replacing that number with the transferred number got things working mostly. There was still an issue with outgoing calls and having Koodo still tied to the old number in the phone somehow. Buying a new eSIM fixed that.
I’m glad everything is working, but I don’t know how they would have fixed it without already having someone with Public to open a ticket. I don’t think they had access to the community before activation was complete. But I could be wrong on that.
I hope this helps someone that may have a similar issue.