topic Phone number transfer issue in Get Support

Phone number transfer issue

Mitchb52 — Wed, 28 Jan 2026 03:04:05 GMT

I have authorized my phone number to be transferred from my old provider, to Public Mobile. I used my old SIM card when doing so. I inputted my new sim with Public Mobile, since, and when I call out my phone number does appear for my recipients but when thwy try calling me, it goes straight to voice mail!? As well, my imessages are going through under my email account … my phone number can’t be added as primary (as suggested to do, either) as it says the activation failed. Why do I do!? I can add that my old SIM card status is now “SOS”, not in service. I have service outside of WIFI on this network too so I dont know what’s happening. I submitted a ticket yesterday afternoon and am still awaiting a response.

Re: Phone number transfer issue

hTideGnow — Wed, 28 Jan 2026 03:09:52 GMT

hi @Mitchb52

it is because your port request was not completed yet

Did you get a text from the old carrier, did you reply Yes within 90 mins?

and can you receive inbound phone calls, especially from Non-Telus/Koodo/PM phone? If you cannot the port was not done

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: Phone number transfer issue

Mitchb52 — Wed, 28 Jan 2026 03:13:41 GMT

Hello! I did receive the text and did authorize it within 90 mins. With the Freedom Mobile’s (old provider) SIM card.
I cannot revive any inbound calls, all of them go to voice mail. Only I can call out and my number does show up as the one I ported over..

i did send a ticket in yesterday. What is the time frame for a response from them?

Re: Phone number transfer issue

hTideGnow — Wed, 28 Jan 2026 03:16:12 GMT

hi @Mitchb52

i doubt they will reply tonight,so will be tomorrow

Re: Phone number transfer issue

CyrillP — Wed, 28 Jan 2026 04:03:08 GMT

I’m experiencing the same issue. Could you please contact me? Thanks