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!

[YvoMartel52]

I can't transfer my number. I used the App to initiate the transfer. But I never received the SMS. 

[Moses_B]

@teddy1997 

We apologize for the delay, our responses can take more than usual at this time due to our high level of cases, we are doing our best to answer all of our customers as soon as possible, your patience is appreciated, but please, review your community inbox so we can continue with your concern over the private chat.

[jingsjli]

I've already activated my subscription with an eSIM and a temp number, but I can't transfer in my existing number because my old phone provider is not listed as an option to select. I've reached out to support and submitted a ticket on 6 separate occasions already. I've not gotten a single solution.

[Bochoi]

I private messaged them too, and still waiting their reply. 😞

[Didi_]

Thank you Moses, just replied on private message. Appreciate you contacting me

[Moses_B]

@Plumpto81 We apologize for the delay, our responses can take more than usual at this time due to our high level of cases, we are doing our best to answer all of our customers as soon as possible, your patience is appreciated, but please, review your community inbox so we can continue with your concern over the private chat.

[Moses_B]

@Didi_ We apologize for the delay,  our responses can take more than usual, your patience is appreciated, but please, review your community inbox so we can continue with your concern over the private chat.

[GeeZee]

@Moses_B I am unable to enter a ticket, can't understand why. I have been having the same issue "Invalid Phone Number " when trying to move over to PM. Kindly get back to me if you can. I have read and reread the instructions and believe I have followed them correctly. Thanks in advance 

[Moses_B]

@Shirazkapadia We apologize for the delay, as we are facing a high level of cases, our responses can take more than usual, your patience is appreciated, but please, review your community inbox se we can continue with your concern.

[ata_n]

Did you get anything back? Im suffering from the same issue, all my 2FAs are with that number. I just want to switch back at this point but cant cause I cant receive the authorization SMS

[Shirazkapadia]

Its been 4 days since you haven't responded to my personal message. Im still not receiving any calls or texts and I can't login to my personal accounts since I can't use my phone to verify. Seriously considering switching back to fido.

[LloydPogi]

So what about my ticket? Are you guys working on it?

[DR_PM]

@Plumpto81 Thank you for your patience, your open ticket is being held in sequence and our support team will be getting in touch with you privately ASAP, so keep an eye on your inbox!

[DR_PM]

@Fumz Hi there, we'll message you privately regarding your open ticket, thank you!

[DR_PM]

@rebel500 Hi there our support team is working on your issue, please respond to their private message if you still require assistance. Thank you!

[Didi_]

Same, so I private messaged them, still waiting for reply but message them directly, they are on this chat board

[Didi_]

No 🙁 even did a new ticket today just in case, and nothing

[LloydPogi]

Nope I requested last Sunday and still nothing 

[Plumpto81]

Has anyone heard back from customer support after putting in a ticket in the last 3 days?

[LloydPogi]

I sent requested a transferee since last Sunday and until now no one replied to me. So for $20 bucks they offer no support? 

[GeeZee]

Hi @DR_PM my phone number keeps coming back as Invalid Phone Number . It should be valid, I was a PM customer with it 2 years ago. Please let me know if you can help.

[CSA_PM]

Hello @ Fumz,

I sent you a private message. You can view and reply to it by accessing this link: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage 

[Fumz]

Just called my old provider… They said Public Mobile has to resend the request and Public Mobile can not be reached!!

[Joshbaynham10]

I called my old provider and they said if you added esim before receiving the confirm text from them, then they do not see your response of "yes", so they had to manually verify my request to change numbers. After waiting 4 days, they had it done in like 15minutes. Maybe call your old provider to confirm request?

[catorca]

This is totally unacceptable. I have not received a single response to my ticket since Sunday! I think we all should file a complaint to CCTS.

[Fumz]

Tried this… didn’t wok. It’s being 3 days I can’t receive important calls

[Dude905]

delete this

[CSA_PM]

Hello @ Samad_Lala,

I sent you a private message. You can view and reply to it by accessing this link: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage 

[Samad_Lala]

@CSA_PM  @DR_PM 

PLEASE RESPOND TO MY PRIVATE MESSAGE. 

[Amacphee]

I am still being prevented from even submitting a ticket even, can enter all the required info and submit button remains greyed out. I have been paying for service for days no and have none.