Number Transfer: Troubleshooting Steps

[DR_PM]

Hey Community, 

We wanted to share an update for any new subscribers that are still experiencing unresolved issues with transferring their number to Public Mobile.

If you have a number transfer issue that is still not resolved, please try resubmitting the transfer request. Depending on your scenario, please try the following.

Scenario 1: For new subscribers that have paid for their service but not completed the activation:

1. Return to the Public Mobile App.
2. Resume the activation process.
3. Resubmit your transfer request successfully.

Scenario 2: For new subscribers that activated a new number with us but need to transfer their old number in: 

1. Log into the Public Mobile App
2. Navigate to “Account”.
3. Select the option to Transfer Phone Number. 
4. You will be presented with an option to transfer your old number to Public Mobile.

Note: in order for the request to be successful, please be sure that you:

1. Keep your old provider’s SIM card in your phone to receive the porting confirmation text message. If it’s an eSIM, ensure that it is still active during this step.
2. Reply “YES” to the confirmation text once it’s been received within 90 minutes.
3. Ensure your Public Mobile eSIM is active and set as your primary line, or if you have a physical SIM, insert it into your phone and restart.
4. Once you have received our confirmation of the successful transfer, restart your phone.

If the above steps have not resolved the issue, log out from the Public Mobile App, log back in, and retry.

For anyone that is having trouble receiving the two-factor authentication (2FA) text message to log into their account, just try again. After a few tries an email 2FA option will be presented, which will also grant you access.

If you have already submitted a support ticket, rest assured that our team is working to get back to you as soon as possible.

You can find more detailed information on the number transfer process here.

Thank you!

[TR2189]

Hey @quick_duck , can you message me the QR code as well? I want to see if this helps in any way though I don’t have a lot of hope. My PM app is stuck in the below step (despite porting my number and now have no service):

 

[quick_duck]

I learned what the HTML warning is I guess I can't copy and paste the warning I got that EverSafe is sending me a code to my phone number that doesn't receive text. This is very frustrating. If I had only known I would have never switched

[quick_duck]

Thanks Dude905. yes all that you mentioned is there and it says Activated but I can't get into Explore the Dashboard at the bottom. It tries but just times out. Not even sure what the dash board does. I guess I get what I pay for....Nothing

[Ian_]

Make sure that your old provider isn't holding your number by calling in.  You can also ask them to set it up for automatic approval for three days. This makes it so you dont even need to do the yes part of the step. 

[quick_duck]

when I try to send a message to the link you provided I get this after clicking send???? I also got this earlier when trying to send a DM to DR_PM now what?

[quick_duck]

Thanks I have done all that nothing works. I'll try the contact link you provided.

[hTideGnow]

hi @quick_duck 

sometimes you see that error because the esim already install

can you double check if the PM  eSIM is already showing up on your Sim Manager or Settings-> Cellular?

if yes, then you need to manually enable it and set it as Primary (please also remove old carrier sim card and disable old carrier esim)

but if it is not there 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       

[hTideGnow]

hi @Tonywter what happens if you click Resend code? do you have the Send email option

[Dude905]

delete this

[Tonywter]

Ohhh and this one is wild

I DON'T RECEIVE ANY SMS FROM THIS NUMBER. I KNOW HOW THIS **bleep** IS WORKING, I KNOW TECH IM A FULL STACK DEC FOR THE LAST 15 YEARS, EVERY **bleep**IN PROBLEM IS FROM YOUR SIDE, NO **bleep**IN BODY GAVE ME NO HELP, IT WILL COST PUBLIC MOBILE CRAZY AMOUNT IN DAMAGE FOR LOST OF REVENUE IT ALREADY IN THE HAND OF MY LAWYER.

[Tonywter]

eSim activated, can phone, can use data but can't receive sms or call.

Been 3 days, @CS_Agent  is totally useless and never responded to my 10 tickets/private message.

So what next @DR_PM ?

[quick_duck]

None of you suggestions work for me and when I scan the esim code you sent me last night it comes back with 'unable to activate esim please contact your provider' Hello provider I'm trying to contact you!

[lkaw1x]

Thank you! I purchased the eSIM and it's working now.

[Parco0818]

Could you please send me the eSIM QR code to me as I didn’t receive anything…  I have no services for a day already…

[teddy1997]

Will keep an eye out once my bank updates my statement! I can’t see the transaction right now but last time I remember only seeing it once. Plus the $5.65 for the new eSIM today.

[Dude905]

delete this

[Ed_Shevsky]

Hello,

I have Fizz and PM e-sims both installed and active on my iPhone. I’m using PM as Cellular Data, Fizz - Default Voice Line. In this case could you please explain about it: “Ensure your Public Mobile eSIM is active and set as your primary line”?

Thanks a lot

[teddy1997]

Yeahh gonna do that when they respond to one of my many messages. Thanks again!

[Dude905]

delete this

[teddy1997]

I purchased eSIM and it did work! Thank you! I guess the free one I got in the beginning when I first transferred did not work.

[Dude905]

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[Dude905]

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[teddy1997]

When you purchased the new eSIM, were you able to transfer your number as well? I’m just worried about losing my number if I purchase another eSIM. 

[Dude905]

delete this

[hTideGnow]

hi @Dude905 

this only work as your app was still logged in or you can get the 2FA code on your old carrier sim. 

Some have the app logged out and need to receive 2FA code via sms, which they cannot (maybe the number already ported)

[Dude905]

delete this

[teddy1997]

I did all the steps and was successful transferring my number from my old provider to Public Mobile. I received a text to restart my phone to complete the process, which I did, and when it turned on I had no connection whatsoever. It is only showing ‘SOS’ and when I checked the app it says “eSIM is not installed.” I don’t know what else to do because the eSIM from my old provider is no longer on my phone so I can’t even redo the whole transfer process. I have been waiting for days for a response and still nothing as well. This is very frustrating and disappointing.

[Dude905]

delete this

[TR2189]

Dear PM Team,

I need urgent assistance with a failed number transfer/port-in during activation from yesterday.

I attempted to transfer my Koodo Postpaid number to PM using your app during activation, following your YouTube support video instructions. My Koodo service was on an eSIM.

During the port process, I received the porting authorization text message and replied “YES” to approve the transfer. Shortly afterward, the PM app indicated the transfer failed and instructed me to contact customer support.

Since then, I have lost service and currently do not have an active number. The PM app now prompts me to select a new phone number, even though I already approved the port request. I am extremely concerned about losing my original number, and I cannot afford to lose it.

I also called the koodo porting support number  but I was not able to get help. I was told my number has been successfully ported out of Koodo but I have not been able to activate my line with PM. A PM live agent suggested I submit a ticket, however, my ticket submission option is not working. I have sent you guys multiple private messages and have received no response. I am stuck at step 5 out of 6 and have not received any activation confirmation email from PM. There was no support instructions provided for someone in a scenario like me. 

Request:
Please activate my PM account and restore/complete the port-in so I keep my original number. I simply need my number and service back as soon as possible.

[Dude905]

delete this