topic Re: Port out phone number or cancel this plan in Get Support

Port out phone number or cancel this plan

LeanneW — Mon, 10 Aug 2026 21:09:22 GMT

How do I cancel this plan and switch back to old provider? My phone is not working at all since I switched

Re: Port out phone number or cancel this plan

slusagm — Mon, 10 Aug 2026 21:12:07 GMT

if you need the number, you cannot cancel it yet

please work with PM and get the issue sorted out. Since you cannot properly login, you won't be able to open the preferred Chatbot ticket. So, you will need to message them here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox between 9AM-10PM EST (Mon-Sun), check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Port out phone number or cancel this plan

hTideGnow — Mon, 10 Aug 2026 21:14:04 GMT

hi @LeanneW

what does not work? can you at least make calls using PM sim ? but when you test PM sim, you need to remove the old carrier sim or disable old carrier esim.

And if you cancel, depends on the state of the port, you might not be able to get the number back. So, a proper move is to ask PM support agent to help. They can get it working and you don't have to go back to old carrier.

but you need to get to the the proper way, via ticket. 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

Cancel plan

LeanneW — Mon, 10 Aug 2026 21:18:14 GMT

I would like to cancel this plan and switch back to my previous provider. I have had nothing but issues since I switched to Public Mobile and can’t speak to anyone to get help. Released my number and cancel my account

Re: Cancel plan

hTideGnow — Mon, 10 Aug 2026 21:20:14 GMT

hi @LeanneW

we already suggested. Please read my reply above.

Re: Port out phone number or cancel this plan

BKNS27 — Mon, 10 Aug 2026 21:22:22 GMT

@LeanneW

Did you contact your previous carrier to check whether porting your number was completed?

If it wasn’t completed then you are still with your old carrier.

If it is completed then you are with PM and you need to login to your account and disable Subscribe (AutoPay) button to close your account after 90 days of nonpayment. You will need to contact your old carrier to port your number back to them.

Re: Port out phone number or cancel this plan

LeanneW — Mon, 10 Aug 2026 22:36:15 GMT

my number has been transferred to PM, but I want to switch back to my previous provider as I’m having terrible luck with this service. They have sent the request to release my number, but when I try to respond to the text to confirm, it won’t send the message

Re: Port out phone number or cancel this plan

LeanneW — Mon, 10 Aug 2026 22:43:09 GMT

The only time this phone works and I can make calls is when I’m connected to wifi.
both eSIM numbers are in my phone, and I have tried everything to delete the old one.
I’ve tried numerous times to reach a support agent, but keep getting disconnected with any number I’ve called. I’ll try submitting a ticket thx

Re: Port out phone number or cancel this plan

BKNS27 — Tue, 11 Aug 2026 00:08:04 GMT

@LeanneW

PM does not have wifi calling so you shouldn’t be able to make calls when connected to wifi unless you are using a VoIP app.

Re: Port out phone number or cancel this plan

LeanneW — Tue, 11 Aug 2026 00:32:40 GMT

Well I am unable to make calls outside of my home/work, it’s just dead air…no calls will connect. Must be coincidence that it only works when I’m inside my home