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.

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!

[Abenso]

Fizz users cannot transfer unless an agent manually does it from what I've been reading. It's been 2 days and  support still have not tried to help beyond telling me "It will be done soon"

[Dude905]

Casola  if you open Public Mobile App and click Account Do you see on the top left your name follow by your account number, phone number and activated date? If you can, can you scroll down in the Account section were you see Purchase SIM Card, select it and try to buy a eSIM, if you are able it might get you running, it did for me and a few others

[Dude905]

Wyifan447 if you open Public Mobile App and click Account Do you see on the top left your name follow by your account number, phone number and activated date? If you can can you scroll down in the Account section were you see Purchase SIM Card, select it and try to buy a eSIM, if you are able it might get you running, it did for me and a few others

[Dude905]

Hey TR2189... Not sure if it will work but it worth giving it a try. On your phone can you go to your Setting, next where all your Apps are, find the Public Mobile app, click Force Stop follow by Storage & cache, then clear cache, afterwards reboot the phone. Once back up and running start the public mobile app and see if you are able to go to the Account selection, scroll down Purchase Sim Card, see if your able to buy an eSIM, if you can I would say buy it and install, afterwards you should be good to go. NOW the setting on your phone might be a little different than mine but it shouldn't be that much different, see if you are able to figure it out, Again not everything works but for a few dollars for a sim is worth trying 

[Casola]

Or Public Mobile can get their act together and fix the issue.

[bogartpubm]

Still doesn't work for me. The app just gives me a very non-helpful error  "Error: Something went wrong. Please try again."

[Casola]

None and this is totally unacceptable of Public Mobile.

[Casola]

Same for me.  This is very frustrating.

[ojey]

I’ll recommend getting a new line for your trip

Some other prepaid service to cover your travel needs 

[Casola]

I have tried resubmitting my transfer request however when I enter the phone number I get an "Invalid phone number".  I am now on day 2 with no service at all and my old provider was also cut off in the transfer so now I'm really stuck. Can someone please help me and I'm travelling tomorrow and need my mobile.

[Joshbaynham10]

Still not working and no response

[ojey]

My situation is not a failed transfer.

Both numbers were successfully ported and active.

My primary number became detached after a second number replaced it on the same account.

The number now returns “not in service” and requires backend reassignment and reprovisioning.

logged in a ticket over 24 hours and no response or solution 

it’s a huge regret switching from my old provider for a promo and end up with SOS

[Plumpto81]

Any luck?

[wyifan447]

I had esim from koodo. My services immediately stopped when I replied the text message from Koodo. But no further connection to public mobile. I failed to submit the tickets. I tried the private message to an agent, but no response yet. It has been over 30h. I cant call or text, and no data to use. What can I do to solve this problem.

[Joshbaynham10]

I have tried this and other trouble shooting. It is going on 3 days now and no luck. I still cannot receive calls, I cannot receive or send text, but it is showing I used data? I need help but every time I try to log a ticket it says there is an error.

[quick_duck]

Thanks Ian_ yes contacted my old provider my account has been disabled

[TR2189]

Can you please send me the QR code for esim activation? Want to give it a shot

As I mentioned, my PM app is stuck at the activation stage so there is literally no option on the app for me to buy esim and nor did I get any activation email

[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]

QD if you open Public Mobile App and click Account Do you see on the top left your name follow by your account number, phone number and activated date? Now it has worked for me and few others. I bought an Esim and I am up and running ... But the choice is yours. 

[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.