topic Re: requesting old number in Get Support

requesting old number

turkeyscanfly — Tue, 04 Nov 2025 22:12:58 GMT

Telus corporate and Virign mobile corporate have both approved the transfer of my old number yet I'm in limbo since neither will actually 'get/retrieve & connect' the old number after contacting repeatedly. Virgin Mobile originally issued the number in 2015, then I ported it to Public in 2019. After many hours on the phone being transferred countless times, should I just make a claim with CCTS?

Please help

Re: requesting old number

slusagm — Tue, 04 Nov 2025 22:14:10 GMT

no, you don't have to. Just try to get this work out with PM support

are you porting out or porting in?

Re: requesting old number

turkeyscanfly — Tue, 04 Nov 2025 22:23:27 GMT

@slusagm my understanding is i need the old number first to be able to use it or port in. I want to get a plan with public but currently i have no plan with anyone because I don't have the old number. I'm waiting to get my old number back so I can set it up with public mobile

Re: requesting old number

slusagm — Tue, 04 Nov 2025 22:26:27 GMT

ok, I don't think any government body can help in your case

sound like you don't have the number active with any provider

from what you said, the number were from Virgin originally. Only Virgin can re-issue you the number as that number is owned by them. So, you need to call Virgin and ask them. These days, they usually don't assign you the number even you had it years ago. But call them and go to a store and get it sorted out first

only if you get the number from Virgin first, then you can port into PM. PM cannot assign you a number that not owned by PM or Telus

Re: requesting old number

turkeyscanfly — Tue, 04 Nov 2025 22:37:04 GMT

So Virgin corporate approved the old number request but says they don't have the number & that telus must have it because Public mobile says they don't have it. I had to make an account with virgin with a temporary number & my old number is on the account but they can't switch it because they say they don't have it in their pool or something to that effect. Basically they insisted I go to telus & see if they have my old number because they can't do anything until they do. Hope this clarifies some details because I was also originally told by Public & Telus that Virgin would have the number when I first started this thing. Turns out that seemingly is not the case & is a common misconception.

Cheers

Re: requesting old number

slusagm — Tue, 04 Nov 2025 22:40:37 GMT

if that is the case, check with Public Mobile and ask them

Simply open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA code when login, use email to receive code instead of SMS if you cannot receive the text on the phone.) When open Chatbot ticket, Type the question Submit ticket and select Contact Us to get to ticket open screen

But if you have trouble using Chatbot to open ticket, then message PM using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

PM will reply to your community inbox, between 9AM-10PM EST (Mon-Sun), check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage