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!

[andymapleridge]

I also have two pending messages sent to @CS_Agent for days now without a response. It was about missing the $10 referral bonus. Can you help me check? @hTideGnow 

[hTideGnow]

hi @andymapleridge mind to post a screenshot so we understand what you see?

[andymapleridge]

I saw this notice on my account when I logged into the website . What does this mean? I am on 24 months $20 promo. 

Your plan is expiring on Feb 23, 2026 and you are not subscribed. Subscribe to never miss future payment. Subscribe Now"

[hTideGnow]

hi @AllenSun 

Did you get a text from the old carrier, did you reply Yes within 90 mins?

and can you receive inbound phone calls, especially from Non-Telus/Koodo/PM phone?  If you cannot the port was not done

It could be an incomplete port.  PM porting support team can help.  I have sent you the porting support team number.  Please check your Community inbox (https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage), check for the number and call.

And in case the poring team cannot help and ask you to submit ticket (or you rather submit ticket anyway),  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      

[AllenSun]

I have following issues transferring old number from PC mobile to Public Mobile:

1. Have activated eSIM with Public Mobile with my old number days ago.  Now can make calls out and use data with public mobile. But cannot receive calls or send/receive texts.

2. old SIM card (PC mobile) still working, can make/receive calls and text as normal.

It seems the transfer didn't go through and I called PC mobile they say it's stuck on Public mobile part.

[Mario_M]

Hi @Ken8888 Please check your inbox message so you can check further information about your ticket on queue.

[Rd10]

Hi there, I need some help as I ported my number (confirmed by Bell) and my eSIM is active, but I have no service (shows SOS). I’ve tried restarting and resetting my network settings.

[ColinSearle]

I have a small update, hopefully it helps some of you.

I tried to port my number from Fizz to PM this past Sunday, but the port failed as they never sent a text to me for confirmation. Adding insult to injury, I still got a notif from Fizz that the transfer was completed (obviously in error), but I believed it and deactivated my account to avoid paying them anymore (assuming that I was now fully with PM and good to go).

After a week of no calls or texts, I finally got through to Fizz (who have no customer service line, like PM) and forced them to escalate the issue. I couldn't even reactivate my account myself due to not getting 2fac authentication texts, thanks to the failed port. Public isn't able to contact them directly to ask for the number to be reactivated, then properly transferred, so it was on me to do it. At the same time, I've been constantly calling the number porting team at PM to check if Fizz has reactivated my number on their end yet (so far, nope).

My main advice for anyone in this situation is to be relentless with your old carrier, and PM as well. Don't take no for an answer in chats or calls, and ask them to escalate the matter until its clear that a resolution will be reached. As of right now, Fizz and PM still haven't resolved my number porting issue, but progress has finally been made.

Good luck to all.

[Ken8888]

Received some help from CS_Agent late yesterday evening. Unfortunately, nothing was resolved before their shift ended. I still have no network, "SOS" still showing. It has been almost a week since I signed up with no services.

[Dart1]

Still waiting for help on a ticket submitted 3 days ago to port my Koodo PREPAID number over to replace my newly activated PM number. Thank you.

[Mario_M]

Hi @M1009 Please check your inbox message so you can check further information about your ticket on queue.

[Mario_M]

Hi @KN00 Please take a look to your inbox, since your case has been assigned to a CSA to assist you.

[KN00]

Same exact issue with me, please advise once ur issue is resolved. 

I raised multiple tickets to resolve and trying to connect with them but don't know  how to contact with them. 

[M1009]

Number port from Fizz stuck for 3+ days – need manual escalation. Activation said it was successful but network is unavailable. I’ve submitted a ticket but have not heard anything. 

[Mario_M]

Hi @Ericaca Please check your inbox message so you can check further information about your ticket on queue.

[jeffythampi]

I have the same issue. It is 12 hours now. I am waiting for a response from CS_Agent. One thing I noticed is that SIM Number (19 digit) in the app is different from that of eSIM ICCID (19 digit). Not sure if that is the issue.

[Aseries]

I came from a Koodo postpaid SIM, and tried two Public Mobile eSIMs that say SOS only after having issues with activation (“unable to activate eSIM”).

Any advice either from community or support?

[Ericaca]

I’m transferring from Koodo prepaid. I already installed the eSIM and received a temporary number, and I also sent a private message, but I still haven’t heard back for days. It’s been almost a week now, and I’m not sure if I should keep waiting.

[Olumight]

Hello kindly respond to my private message

[Mario_M]

Hi @Ken8888 Please check your Private Conversation since an CSA has been assign to your case for further assistance.

[Crystoll]

Solution:

I transferred number and could not make calls or make texts and use data. I could make receiving calls. The porting people said it worked.  I discovered you need to go your settings on your phone and need turn off your old eSIM to ensure it’s using your new eSIM. When my new ESIM was set up it only had incoming calls diverted using my nee ESIM but data and calls out were still set to use my old deactivated ESIM.  I suggest if you have this problem you make sure you have the right eSIM set for data and cellular. The eSIM will have the provider on it. So the correct one should say public. Hope that helps. Took me a long time to figure out this issue 

[Ken8888]

I can not make nor receive phone call and no SMS too.  My phone has not been working since Saturday. Look in the community chat but couldn't find a solution. Sent a few messages to CS_agent from Sunday to yesterday. Locked in a ticket yesterday and have yet to get any kind of reply from PM.

[Mario_M]

Hi @acupofcoffee Please check your Private Conversation since an CSA has been assign to your case for further assistance.

[May_L]

Sharing my process. After subscribed a flash sale on Sunday, i got the SMS to deport my number from Fido to PB. But when I scanned eSim QR code from the mail sent by PB, it didn’t work -unable to call/text/using data. Then I filed the ticket, one of agent contacted me back on Monday. Age sent me a new QR code, but still not able to activate eSim (invalid QR code and when try to transfer my number from the app - it said invalid number). The agent told me to get the physical sim and I went to Telus to buy the physical sim, sent her sim no. Now it is already activated with the physical sim. At least I can make a call and receive a text.

Today

[Didi_]

Exact same happened to me and was finally resolved last night. With me I called my old provider, after 3 reps telling me there's nothing they can do, I kept asking questions until they moved me to a higher up. Once I confirmed my identity with other means (as I didn’t receive their text) they finally approved the port-out and then had to wait 5-10 minutes and all of a sudden everything worked. Public Mobile (or any other new provider) can only proceed once the old provider approves. Hope that helps

[Bob_Cycles012]

What if your eSIM is not loading

[jsrsd]

This is idiotic.

It's been 4 days for me, I signed up, requested the porting of my number from Koodo monthly to my new Public account.  I received and accepted the text from Koodo authorizing my number to be ported.

After Public CS asked me to confirm the number is no longer with Koodo, I called Koodo and they confirmed my port request had been approved and sent to Public.

Now the Public CS is telling me they've lost the number and it's apparently showing to be ported to a different provider! 

How do I escalate this so you guys actually fix the problem YOU created?!

[SujiBae]

I just checked it, but there is no message in my inbox and no reply  for ticket as well. Just send me the email regarding this issue. 

sujibaebae1026@gmail.com

[CSA_PM]

Hi @Whthacfu 

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

[Dart1]

I sent a ticket 2 days ago trying to port my Koodo prepaid number.   I cannot do this myself - it requires an agent’s assistance, but I have not received a response on my ticket.  I need help with this please.  Thank you.