topic Re: Porting Phone Number Timeout in Get Support

Porting Phone Number Timeout

matthewsimser — Mon, 02 Feb 2026 04:12:28 GMT

It's almost like PM doesn't want me to leave.. My iPhone 13 stopped working, and am unable to recieve SMS notifications for a Port Release Code.. Here I am, twiddling my thumbs, waiting for someone on the team to respond to my ticket. The 90 min window ended well over 5 hours ago, and I have heard nothing from the PM team. I feel like a prisoner, I just want to leave! Of course, chatbot is useless with anything that requires human verification. sigh.. maybe posting this will help!

Re: Porting Phone Number Timeout

hTideGnow — Mon, 02 Feb 2026 01:25:36 GMT

hi @matthewsimser your account is still active and able to receive SMS?

ask your new carrier to resend porting request

If same,  please submit a ticket with CS Agent using this Chatbot link:  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 any issue with ticket submission, 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: Porting Phone Number Timeout

matthewsimser — Mon, 02 Feb 2026 01:28:57 GMT

Hi! wow what a quick response, thank you! My account is still active, but I am unable to recieve SMS since my iPhone which is totally broken had an E-Sim. I have already submitted a ticket, 5 hours ago. I have heard nothing back, but when I do, I will contact my new carrier. Thanks again

Re: Porting Phone Number Timeout

hTideGnow — Mon, 02 Feb 2026 01:37:03 GMT

hi @matthewsimser

the text approval is needed, you won't be able to approve it if your phone cannot receive porting authorization text

since there is no exception, you will have to buy another eSIM first to get the text to approve the port

Re: Porting Phone Number Timeout

matthewsimser — Mon, 02 Feb 2026 01:40:28 GMT

I do not have a device that can take an e-sim. I have an old iPhone as a replacement.. surely there is another way? Surely the phone number I've had for 10+ years is not being held hostage by PM... I don't think I should have to purchase another e-sim, but I would if that's what was absoloutely necessary. However, I cannot! What can we do to fix this?

Re: Porting Phone Number Timeout

hTideGnow — Mon, 02 Feb 2026 02:00:59 GMT

sorry @matthewsimser

purchase another esim is a must so you can get the text. If you had an esim before, and the last eSIM you got was over 15 days ago, then an eSIM replacement is free. So, just get it on your temporary phone

Re: Porting Phone Number Timeout

Moses_B — Mon, 02 Feb 2026 22:32:14 GMT

@matthewsimser Please review your community inbox, our support team has reached out.