topic Re: Activated but not Ported in Get Support

Activated but not Ported

bertjitsu — Fri, 15 May 2026 21:00:04 GMT

So in September 2025 I activated my account and thought I ported over from Telus. Long story short, the port didn’t happen and I paid for 2 phone bills since then. Today I’m trying to fix it. It’s been a whole process and I can’t talk to anyone to resolve it. The sim I had originally purchased for public isn’t working so I purchased a new eSIM through the app and it’s not activating. So now I’m left without a phone that works. And 9 months of bills I never actually used.

Re: Activated but not Ported

hTideGnow — Fri, 15 May 2026 21:04:27 GMT

hi @bertjitsu

when you port a line, you need to receive a text form the old carrier, Telus, and reply Yes with the old sim, you probably missed that part

usually you need to resubmit porting. But since Telus own PM, maybe they can help to speed up the process. Submit a ticket and explain to them that this was an unfinished business from Sept.

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: Activated but not Ported

bertjitsu — Fri, 15 May 2026 21:38:33 GMT

Hello, unfortunately it’s still not working. I’m wondering if it’s because of the number created for me back in September when I joined PM? ‪(+1 (778) 201-8932‬). There should only be one number associated to my account and it’s the 9066 number. I also made a payment today, and then cancelled then re- subscribed. It’s a long story but I’m just wanting to port over and resolve this issue 🤦‍♂️ 😊

Re: Activated but not Ported

hTideGnow — Fri, 15 May 2026 21:40:51 GMT

hi @bertjitsu

what is not working? I just ask you to message PM agent for help., they will tell you what to do next. it won't be "not working"

Re: Activated but not Ported

bertjitsu — Fri, 15 May 2026 21:43:39 GMT

I am not able to use the PM cellular network. The carrier in the Cellular section shows PM, not sure why it’s not working

Re: Activated but not Ported

hTideGnow — Fri, 15 May 2026 21:45:07 GMT

hi @bertjitsu

if you want your number back, please follow.

Message PM support agent and explain what happened. you can submit ticket by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437