topic day 90 of inactive account - not able to reactivate? in Get Support

day 90 of inactive account - not able to reactivate?

seaturtle — Tue, 16 Dec 2025 06:25:23 GMT

Hi all,

I went on vacation 3 months ago and today marks exactly 90 days since my phone plan expired. I unfortunately forgot to activate my plan yesterday but thought it would be ok to wait until today. Now my account has been deactivated and when I reached out to support they said there was nothing they can do. Does anyone have advice on how I can recover my phone number? I really thought 90 days was inclusive and am deeply saddened to have to lose my phone number.

thank you.

Re: day 90 of inactive account - not able to reactivate?

hTideGnow — Sun, 14 Dec 2025 15:26:33 GMT

hi @seaturtle

you might have miscount it for a day or so

but no worries, if it is really off by a day, we have seen PM support agent able to help. Please message them and ask (and remember to report back of your success)

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: day 90 of inactive account - not able to reactivate?

Socrates8567 — Sun, 14 Dec 2025 15:44:32 GMT

Hello @seaturtle

I had the same issue with one of my accounts. I tried to activate it on day 88 and would have but I received a really good offer from pm and ask customer service to verify the offer as it looked off. Sadly it took them over 72 hours to respond to me and I lost that account. It was past 90 days and they said nothing they can do.

With that being said, that number is now gone. If it was from pm, then it will be placed back in the number pool for 90 more days then released again. If the number came from another service provider, the number has gone back to them and held in their pool for 90 days and then released. I know this isn't the answer you wished for however, this is how it is in Canada.

Re: day 90 of inactive account - not able to reactivate?

seaturtle — Sun, 14 Dec 2025 15:56:14 GMT

Thank you for your answer. My number was not issued by PM and I got it over a decade ago so I don’t even remember who I signed it up with. If I did remember, is it possible to contact them about getting the number back?

I’ve lived in another country where your phone plan could be inactive for a year and you still kept your phone number. 90 days seems so short comparatively. You’d think plan providers would want to keep their customers long term. Thanks again!

Re: day 90 of inactive account - not able to reactivate?

Dunkman — Sun, 14 Dec 2025 16:20:20 GMT

@seaturtle

Contact customer service agent as per first post. No guarantees but hopefully, CSA can help.

Re: day 90 of inactive account - not able to reactivate?

seaturtle — Sun, 14 Dec 2025 16:25:36 GMT

I did reach out and they said there was nothing they could do. I sent in another request using the link you sent but my hopes are low. Today is exactly day 90 so I’m a bit surprised they aren’t able to do anything. Thanks for your reply!

Re: day 90 of inactive account - not able to reactivate?

BKNS27 — Sun, 14 Dec 2025 16:39:35 GMT

@seaturtle

Unfortunately, if the number wasn’t from PM then the number was returned to the carrier you originally got the number from so you need to talk to that carrier.

Do you remember the carrier you got the number from?

Re: day 90 of inactive account - not able to reactivate?

Dunkman — Sun, 14 Dec 2025 16:49:28 GMT

@seaturtle

Maybe another CSA may be able to help. Some reports in the past with successful retrievals, while other reports of denial.

You can actually check online the first six digits of your phone number to see which mobile company issued the number first. Then you could try to contact original carrier to activate a new account with that number.

Re: day 90 of inactive account - not able to reactivate?

seaturtle — Sun, 14 Dec 2025 16:55:01 GMT

Thanks for your response! Do you know which sites I can use to check? That would be my next course of action if the second agent is unable to help.

Re: day 90 of inactive account - not able to reactivate?

Socrates8567 — Sun, 14 Dec 2025 17:30:56 GMT

You could use CarrierLookup.com and see where it's at. However, I'm not sure how often the database is updated. Might need to wait a bit.

Re: day 90 of inactive account - not able to reactivate?

seaturtle — Mon, 15 Dec 2025 15:03:02 GMT

after speaking with a second agent, I was very fortunately able to get my number re-instated. Thank you everybody for your responses!