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!

[CSA_PM]

Hi @SujiBae 

An agent is assisting you on the private ticket. We invite you to check your inbox .

[Qui99999]

Could you please reply my private message as well? I sent it 3 days ago. Ty

[SujiBae]

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. 

I’ve already submitted a ticket 4 days ago, but you didn’t reply yet. I already paid and subscribed. The only one issue is that I cannot download esim with the QR code that you sent via email. Please let me know the info that I need to download it manually. Check my ticket as soon as possible.

[CSA_PM]

Hello @ Mark999,

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

[Mark999]

I’m trying to transfer my Koodo prepaid number, but this process requires an agent’s assistance and I cannot do it myself. When I enter my number, the system shows “Invalid phone number.” I submitted a support ticket two days ago and haven’t received any response so far. Please help me. Thank you.

[Luis_B]

@Cherrysctse Hello there, please check your inbox as one of our CSA is handling your situation.

[Mario_M]

Hi @Olumight, please check your Community inbox for further assistance about your calling issues report.

[Mario_M]

Hi @Cherrysctse, note that the information has been updated, so you can check your Community inbox for further instructions.

[Samad_Lala]

@CSA_PM  Please respond to my private messages regarding my issue ☹️

[Samad_Lala]

Can you please message me their number? They might help me with the issue too. Please and thank you. 

[Moses_B]

Hi @jxc We apologize for the delay, and appreciate your patience, 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, but please, review your community inbox, as our team has responded privately  so we can continue with your concern over the private chat.

[CSA_PM]

Hello @ LloydPogi,

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

[CSA_PM]

Hello @ Shirazkapadia,

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

[Cherrysctse]

A staff from Public mobile called me today and left a voice message to request for my Rogers ac number. I missed that call. Tried to call back but no one pick up the call. Sent the account number through private msg ytd already. Can't receive calls or texts now. Yet, the plan fee is already deducted from my bank account. Did try to transfer phone number again using the app, it just did not work out.

[Olumight]

Its been 3 days!!!!! Can't receive calls or texts 

This is unacceptable!!!!

[jxc]

I posted in Get Support asking for porting team number, which someone provided in private message. I called the number at 6:36pm (Jan 28) and was connected to the Koodo porting team immediately. They fixed my incorrect MEID and I was successfully transferred over to PM at 7:20pm. Now receiving calls and can send/receive SMS.

[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!