topic Re: Incorrect phone number? in Get Support

Incorrect phone number?

NSKing — Mon, 29 Dec 2025 14:49:37 GMT

I am setting up new line. When I enter the phone number, I got the message saying Incorrect Phone Number. Why is that?

Re: Incorrect phone number?

hairbag1 — Mon, 29 Dec 2025 14:52:52 GMT

So you're setting up a new account using the mobile app, and you're trying to port your old number to new account...is this correct ?

Re: Incorrect phone number?

NSKing — Mon, 29 Dec 2025 14:54:20 GMT

yes, I am using the app. I paid and at the step to choose to port the phone number

Re: Incorrect phone number?

softech — Mon, 29 Dec 2025 15:09:43 GMT

@NSKing

You are requesting to port in the phone number?

The "Incorrect phone number" error message usually means the number was already submitted for porting, or you are trying to port the number from Koodo Prepaid

But if above are not the reason, it will means the number cannot be ported into PM for some technical reasons due to the location issue. Give me the area code and the next 3 digits and I can lookup and confirm if that is the case

Re: Incorrect phone number?

NSKing — Mon, 29 Dec 2025 14:59:13 GMT

no, first time to request setup here. And I am not from Koodo. I am porting from Rogers

my number starts from 902312

Re: Incorrect phone number?

softech — Mon, 29 Dec 2025 15:14:50 GMT

@NSKing

902-312-#### are numbers from Bridgetown, NS. Telus, the parent company for Public Mobile, does not have a "Rate Center" there and hence cannot take this number. In other words, your number cannot be ported here and cannot be ported into any Telus brand. In fact, it is a small town and you can only port within Rogers brands or to Aliant Telecom or Bragg Communication

If you choose to come to PM, you will have to either choose a new number, otherwise, contact support agent to cancel the activation and request refund. You can engage support by private message them here:
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

Re: Incorrect phone number?

hairbag1 — Mon, 29 Dec 2025 15:10:59 GMT

@NSKing

sounds like you're going to either take a new number or cancel the activation and request a refund.

Re: Incorrect phone number?

NSKing — Mon, 29 Dec 2025 15:15:04 GMT

that explains why last year when I tried to move my number to Telus and i couldn't. Thanks for your clear explanation.

Re: Incorrect phone number?

NSKing — Mon, 29 Dec 2025 15:16:02 GMT

i will likely refund for now. But true, I will see if I want to take the hit for a number change to take the good deals around thanks