topic Reactivate account in Get Support

Reactivate account

Joshua03 — Mon, 08 Jun 2026 01:33:30 GMT

I was deployed to Latvia the past six months, I had put my phone as 'lost phone' to pause payments and didn't get back in time to reactivate it. I have just paid for a reactivation and plan , using an ESIM, as is says my old SIM is no longer active. I am wondering if it possible to get my old number back. I was talking to Koodo, who the number originally came from, but they said it was not released back to them yet. Is it possible for me to get my number back through PM?

thanks

Re: Reactivate account

Chalupa_Batman — Mon, 08 Jun 2026 01:37:39 GMT

@Joshua03 wrote:
I was deployed to Latvia the past six months, I had put my phone as 'lost phone' to pause payments and didn't get back in time to reactivate it. I have just paid for a reactivation and plan , using an ESIM, as is says my old SIM is no longer active. I am wondering if it possible to get my old number back. I was talking to Koodo, who the number originally came from, but they said it was not released back to them yet. Is it possible for me to get my number back through PM?
thanks

If Koodo is saying the number is still with PM, then contact a CS Agent and advise them of your situation. Advise them you were serving overseas and maybe they can assist.

If you are able to log in, please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket. Enter CONTACT US into the chat and follow the prompts.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en

If you’re unable to log in to your account, please use this direct link to reach out to a CS Agent.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

Re: Reactivate account

hTideGnow — Mon, 08 Jun 2026 01:39:24 GMT

hi @Joshua03

you can only have the phone on hold for 90 days or the account will be closed

if you missed by couple days, PM agent can usually help, but you have gone for 6 months, so it meant you have missed it by 3 months, it is a bit too long. But check with PM agent to see what they can do, if they can get you back the phone number with a new account

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