topic Transfer number issue in Get Support

Transfer number issue

Leo2026 — Thu, 29 Jan 2026 03:39:03 GMT

Something didn't go right while activating your subscription. Click below to contact a customer support agent.

Re: Transfer number issue

slusagm — Thu, 29 Jan 2026 03:42:44 GMT

you already subscribed and requested porting and got an email about that?

or you didn't even complete the subscription? if so, are you still at Step 5 on the subscription on the app?

Re: Transfer number issue

JJAU — Thu, 29 Jan 2026 05:35:11 GMT

Same issue here. Where to click

Re: Transfer number issue

Leo2026 — Thu, 29 Jan 2026 13:39:33 GMT

I have finished step 5 including inputting my number, and my emergency contact phone number . But it failed when I clicked step 6 and waited for a moment

Re: Transfer number issue

Leo2026 — Thu, 29 Jan 2026 16:33:11 GMT

My old carrier is Ct-excel which uses Telus net. Ct-excel doesn’t have account only have PIN numbers. So I use my Imei number to transfer.

Re: Transfer number issue

hTideGnow — Thu, 29 Jan 2026 16:36:52 GMT

hi @Leo2026

But from what we heard before, people should activate with a new phone number first. After it is setup , open a ticket with Pm support and they can do it manually for you

can you still choose new number?

or if you passed that step, you will need to ask PM support agent to help, 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: Transfer number issue

Leo2026 — Mon, 02 Feb 2026 03:09:40 GMT

I have a question. My phone number is from BC. Now I live in Ottawa. What province number I need to choose if I need to choose a new number at first

Re: Transfer number issue

hTideGnow — Mon, 02 Feb 2026 19:33:33 GMT

you can keep the old number with your old carrier if you want, PM allows you to choose or keep number outside of your home province. Just keep in mind tax will be based on the location of the phone number and not your home address

Re: Transfer number issue

Leo2026 — Mon, 02 Feb 2026 19:32:33 GMT

I have activated with a new phone number. Now I need you help me transfer to my old phone number

Re: Transfer number issue

hTideGnow — Mon, 02 Feb 2026 19:34:46 GMT

hi @Leo2026

we are just customers here.

you can request porting by logging in My Account, go to Profile and click Transfer phone number

or you if you have trouble using that to transfer, ask PM agent to help

submit a ticket with CS Agent using Chatbot here:
  https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
   (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")
If any issue with ticket submission, 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: Transfer number issue

Leo2026 — Mon, 02 Feb 2026 20:28:52 GMT

I have submitted a ticket. How long could I finish this transformation

Re: Transfer number issue

hTideGnow — Mon, 02 Feb 2026 20:31:36 GMT

hi @Leo2026

usually is just an hour or up to 4 hours for porting. But PM had lots of porting from last flash sales and likely lots of backlogs

when you submitted your ticket? if over a day, message them again for update

Re: Transfer number issue

CSA_PM — Tue, 03 Feb 2026 19:34:36 GMT

Hello @ Leo2026,

Please access your inbox, an agent is waiting for your reply.