topic Re: Stuck between two providers in Get Support

Stuck between two providers

Nothavingfunrn — Tue, 02 Dec 2025 03:58:53 GMT

I tried to transfer my number from Fido but never received confirmation.

With the same phone, different esim, I can make calls from my phone number but am receiving no phone calls or texts and am unable to text also. I cannot confirm anything that is linked to my old number because I am receiving no texts. I restarted my device.

I'm desperate. What can be done from here?

Re: Stuck between two providers

softech — Tue, 02 Dec 2025 02:46:48 GMT

@Nothavingfunrn

A critical part to porting is to receive a text from your old provider and you have to reply YES within 90 mins. If you are not receiving calls and text on your PM sim card, and only outgoing calls work, then you might have missed the step and hence porting was not completed

There is a number to call to talk to live support, they can re-trigger the process for you. I will message the number to you via the Community inbox ( https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage ) . Check the envelope icon on top right. Call them and get it fixed

Re: Stuck between two providers

hTideGnow — Tue, 02 Dec 2025 02:51:58 GMT

hi @Nothavingfunrn

It could be an incomplete port. PM porting support team can help. I have sent you the porting support team number. Please check your Community inbox (https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage), check for the number and call.

And in case the poring team cannot help and ask you to submit ticket (or you rather submit ticket anyway), 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: Stuck between two providers

Nothavingfunrn — Tue, 02 Dec 2025 03:53:16 GMT

Help, Telus support is asking me for a temporary phone number to trigger the port process again, but I can't actually log in to see my subscription because I can't receive texts to my old number.

My new public mobile account continues to ask me for a confirmation text to access the account. I am stuck in a loop!

Re: Stuck between two providers

computergeek541 — Tue, 02 Dec 2025 03:58:31 GMT

@Nothavingfunrn wrote:
Help, Telus support is asking me for a temporary phone number to trigger the port process again, but I can't actually log in to see my subscription because I can't receive texts to my old number.
My new public mobile account continues to ask me for a confirmation text to access the account. I am stuck in a loop!

Telus support should know that there's no such thing as a temporary phone number in the sense that as soon as porting is requested, the number being ported in immediately gets assigned to the Public Mobile account.

Re: Stuck between two providers

Nothavingfunrn — Tue, 02 Dec 2025 04:04:25 GMT

That is the advice they gave me. To provide them with my old number and the new temporary number to continue.

I don't have a temporary one. I can't log in to my public mobile account to make one because it asks for a confirmation text.

They continued to say that they are loyal to Telus's services and can sell me a mobile plan but it would be fruitless because I would still need public mobile's support to get my number over to them. They advised I speak to public mobile tech support instead to fix the issue with not receiving texts.

Can I ask to change the account confirmation phone number temporarily to my partner's phone number just so I can log in, see if I have the paid temporary number to give them?

Help, I can't access anything.

Re: Stuck between two providers

computergeek541 — Tue, 02 Dec 2025 04:10:55 GMT

@Nothavingfunrn wrote:
That is the advice they gave me. To provide them with my old number and the new temporary number to continue.

The information that they gave is completely wrong. There is no temporary phone number, nor should you try to change your Public Mobile phone number to get one. There isn't any way that someone working at Telus's number porting team wouldn't know this. Keep working with the Telus number porting support team, and if necessary, ask for someone else. They can certainly help and can fix all of this for you, but since you're receiving pushback, contacting Public Mobile's customer support agents to get all of this sorted is actually that the way that Public Mobile wants all customers to troubleshoot number porting issues. Please remember that the entire idea of Public Mobile's support model relates to no call centre for customer service.

Re: Stuck between two providers

Nothavingfunrn — Tue, 02 Dec 2025 04:59:49 GMT

Thank you for your advice. I just spoke to a second representative from telus. They say that they cannot help me because I do not have a Telus nor a Koodo account.

They say that they can't find my number in the system.

They say that they are not the port support team for public mobile.

They say that I need public mobile to assign me a new temporary number, so we can re-trigger the port process. They advised I call Fido to release the phone number again.

@hTideGnow Could you please help provide me with a new temporary number? Could you please unlink my account authentication from my old number so I can access the account? I can provide my partner's phone number temporarily. They advised that I put the Fido sim in another phone to receive the new text.

When I asked to speak directly with another agent from the port team, they advised that I call again tomorrow morning.

I'm stuck!

Re: Stuck between two providers

hTideGnow — Tue, 02 Dec 2025 05:01:34 GMT

hi @Nothavingfunrn I am just a customer

please message PM support agent for help

you can submit by direct message: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Support will reply via Community inbox here within 2 to 4 hours:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Stuck between two providers

Nothavingfunrn — Tue, 02 Dec 2025 05:14:43 GMT

Thanks for your help.

I've submitted tickets and am waiting for responses.

Re: Stuck between two providers

CSA_PM — Tue, 02 Dec 2025 16:15:55 GMT

Thank you for the escalation! The customer is in contact with an agent.