Number Transfer & Account Activation: Troubleshooting and Useful Information

[DR_PM]

Hey Community, 

We wanted to share an update for any new subscribers that are still experiencing some common issues.

Number Transfer Issues

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.

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

Account activation issues

• 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.
• The monthly subscription period of 30 days begins upon service activation. Ordering your SIM card does not start your service or billing cycle. Your service starts when you activate your subscription.

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

Thank you!

[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 

[EdN]

I am in no way defending Public Mobile and how they've handled this promotion and the outfall.

However, before switching to PM, did you not know there were no kiosks or live call in support? 

[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.

[rebel500]

Hi CSA_PM can you please help me. Although there is outgoing call, I'm still not able to receive calls after porting.

Dani

XXX XXXX XXXX

[rebel500]

I think I made a wrong decision switching to PM. Poor, poor customer support. No kiosk, can't call support. 

[TR2189]

@DR_PM @CSA_PM 

Can you please respond to my private message

[CSA_PM]

Hello @ quick_duck,

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

[Joshbaynham10]

I was going on 4 days without any service after doing the number switch. I kept getting a text from Rogers saying to reply yes if I was trying to transfer. Then like 2 hours later I would get a text from public saying I did not confirm. I could not send text out so they were not getting my text. I called Rogers and the tech asked if I had downloaded the esim before the text and I said yes, she said this was the problem and now they have to do manually on their end. With in 15 minutes I had service, so you may want to call previous provider to manually confirm if not getting service

[LitlLdy]

---

@ojey wrote:

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

---

@ojey , with Public Mobile you can only have 1 phone number per account. Each account has its own account number, a different email address, new SIM Card or eSIM. You can only use the eSIM’s QR Code for that account once & it will not work for a different account (it can’t be shared). If you delete the eSIM from your device you will need to purchase a new eSIM.

If you port a 2nd phone number into the same account you lose the 1st phone number. Go into your cellular settings & set the last number you ported in as Primary, disable any other eSIM’S that you see there, then reboot your device to see if that will work to use your phone for now. CS_Agent will tell you to sign up for a new account using a different email address & to use a new SIM Card or new eSIM for a separate phone number since you replaced your current account’s phone number with your 2nd phone number. I don’t know if they can get your 1st phone number back for you.

Edit:

Here’s some more info.

“Get help articles” 

“Transferring your phone number”