03-13-2020 11:35 AM - edited 03-13-2020 11:40 AM
Hey Community,
Apologies for the inconvenience caused and delay in delivering this message.
As a result of ongoing back-end maintenance, the function to port a number to your Public Mobile SIM within My Account is temporarily unavailable. Porting a number during the activation process is unaffected, and no other self-serve functionality is impacted.
We recommend to take the following steps if you need to port-in a number:
Mobile Phone Number Transfer |
Landline Phone Number Transfer |
Alternate Phone Number |
Complete billing address |
First and Last Name of the account holder |
Alternate phone number |
You’ll also need to provide one of the following: your old account number or your ESN/IMEI/MEID number or your account PIN |
First and last name of the account holder |
We thank you for your patience while we work through the Self-Serve maintenance.
Thank you,
-Public Mobile Community Team
04-08-2020 05:16 PM
@Dodgy-melrose wrote:Hi there,
I transferred my account from Telus yesterday around 2pm. I had service and it showed up on my phone in the top left hand corner with publicmobile. I was able to make calls and send/receive text, with the last time being around 9pm. When I looked at my phone at midnight it said no service and was unable to call or text/receive. Still having no luck today. Keep trying to get a moderator contacted through setting up a ticket but it won't accept my phone number in the mandatory field. When I try to submit it with their format 000-000-0000 it only allows 000-000-00 and won't let me enter the last 2 digits. When I submit it as 000000000 the link won't submit and highlights the mandatory phone number field. So I am stuck. Have been running around with Simon that just keeps telling me to submit a ticket. I sent a private message to the moderator about 20 minutes ago. I have no idea what else to do. Have shut down phone, taken out the sim card, waiting 5 mins, put it back in, turned it on, nothing. My partner also switched over yesterday and we are having the same problem, but somehow he was able to set up a ticket last night.
Any suggestions? I am going to walk away for now.
Thanks
M
The ticketing system can be finicky at times. If you private message the moderator team, you can wait for their response.
Maybe try the SIM card in another working phone. This help determines whether hardware issue versus Public mobile service problem.
A few other things to try:
Network reset
Toggle airplane mode on, then off.
04-08-2020 05:11 PM
Hi there,
I transferred my account from Telus yesterday around 2pm. I had service and it showed up on my phone in the top left hand corner with publicmobile. I was able to make calls and send/receive text, with the last time being around 9pm. When I looked at my phone at midnight it said no service and was unable to call or text/receive. Still having no luck today. Keep trying to get a moderator contacted through setting up a ticket but it won't accept my phone number in the mandatory field. When I try to submit it with their format 000-000-0000 it only allows 000-000-00 and won't let me enter the last 2 digits. When I submit it as 000000000 the link won't submit and highlights the mandatory phone number field. So I am stuck. Have been running around with Simon that just keeps telling me to submit a ticket. I sent a private message to the moderator about 20 minutes ago. I have no idea what else to do. Have shut down phone, taken out the sim card, waiting 5 mins, put it back in, turned it on, nothing. My partner also switched over yesterday and we are having the same problem, but somehow he was able to set up a ticket last night.
Any suggestions? I am going to walk away for now.
Thanks
M
04-06-2020 04:49 PM
With the help of community and moderator, was very easy.....
04-05-2020 10:32 PM - edited 04-05-2020 10:33 PM
@14darcia if you are having problems using Simon, use this private message link to contact the moderators directly and explain your situation.
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent. Also keep an eye on the envelope, the mods answer will show up there.
You can also enable email notification to receive a private message notification sent to your email.
Go into your community account > my settings > PREFERENCES > Private Messenger > enable "Receive email notifications for new private messages" > Save
04-05-2020 10:27 PM
It's not letting me submit the ticket. I filled out the whole form but the "Submit" button does nothing. Please help as I am currently paying two phone plans.
04-04-2020 08:28 PM
"patience is a mild form of despair disguised as a virtue".
So true lol
Thank you so much!
04-04-2020 08:25 PM
Thank you so much for taking the time to help.
I'm really liking this community already!
04-04-2020 08:23 PM
I understand your frustration. I also have a Koodo number and it took me more than a week to make contact with a moderator through the bot link. However when I did it took all of 15 minutes to effect the transfer. Keep trying through the requested link until you receive a reply, and remember, 'patience is a mild form of despair disguised as a virtue' 😉
04-04-2020 08:21 PM
@markrobertmcgre Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent. Also keep an eye on the envelope, the mods answer will show up there.
You can also enable email notification to receive a private message notification sent to your email.
Go into your community account > my settings > PREFERENCES > Private Messenger > enable "Receive email notifications for new private messages" > Save
Also, log into your self service account you should have a temporary number and your SIM should be activated. You can either use the PM SIM or your Koodo one until your number is ported. Once your Koodo SIM ceases to work, its done. Welcome to PM.
04-04-2020 08:07 PM
I used this link to open a ticket to port my number!
Thanks for the help, much appreciated!
04-04-2020 08:04 PM
Thanks for the information!
04-04-2020 08:02 PM
@markrobertmcgre hi we are all customers here like you if you already submitted a ticket they should get back to you within 2 to 48 hours they like everyone else are short staffed because of this epidemic good luck
04-04-2020 08:02 PM - edited 04-04-2020 08:02 PM
@markrobertmcgre wrote:Thanks for your reply!
I tried to port it on activation today but it would not let me as it's a koodo number!
Use link above for Koodo port.
04-04-2020 08:00 PM
Thanks for your reply!
I tried to port it on activation today but it would not let me as it's a koodo number!
04-04-2020 07:59 PM - edited 04-04-2020 08:01 PM
@markrobertmcgre wrote:Hi JoyLuck,
I have no messages in my sent folder and no reply to my tickets in my inbox!
Are you a member of customer or tech support?
I am a customer on this community public forum.
Look at this:
04-04-2020 07:57 PM
Hi JoyLuck,
I have no messages in my sent folder and no reply to my tickets in my inbox!
Are you a member of customer or tech support?
04-04-2020 07:53 PM - edited 04-04-2020 07:54 PM
@markrobertmcgre wrote:I have submitted two tickets for support to transfer my old koodo number! Can you please give me a time frame on when this will happen?
"To ensure the safety of our team members during the COVID-19 pandemic, our Moderator team is working at reduced levels. During this time, you may experience longer than normal wait times when contacting our Moderator team for help. "
Have you checked your sent folder to make sure the message was sent and your inbox for a reply. Envelope icon top right.
04-04-2020 07:52 PM
I have submitted two tickets for support to transfer my old koodo number! Can you please give me a time frame on when this will happen?
04-04-2020 05:19 PM
It is ok talked to Telus port people...thy said it can not be done issues with my area.
Thanks
04-04-2020 01:00 PM
@rayme007 what is the problem? As long as it doesn't require account access we may be able to help you here. Since you are having problems using Simon. Use this private message link to contact them directly https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent. Also keep an eye on the envelope, the mods answer will show up there.
You can also enable email notification to receive a private message notification sent to your email.
Go into your community account > my settings > PREFERENCES > Private Messenger > enable "Receive email notifications for new private messages" > Save
04-04-2020 12:55 PM
I am trying to submit a ticket through bot. I am able to enter the information but the next and submit buttons are greyed out. I did provide information for all the required fields. I am not sure what is going on?
04-04-2020 12:55 PM
@LorrainB As far as I could tell the only LRN telus mobility has in the (807) area code is 456. You will know if that is correct by the new number you chose and the LRN's you were offered.
04-04-2020 12:32 PM
Sounds like an issue begging to be challenged ;-).
04-04-2020 11:26 AM
With Telus there should be no issue. Over the years they have ported my number in and out several times as I've tried out different providers in Western Canada. I've managed to retain the same phone number for over 20 years.
04-04-2020 10:08 AM
Thanks for the info..I am going to get a hold of Telus.
04-04-2020 10:01 AM
Interesting read...thank you
04-04-2020 09:34 AM - edited 04-04-2020 09:59 AM
I truly do not know if the number was or was not able to port as I could not submit it in Simon..I gave up and chose one from Kenora..the bill from T-Baytel was due so had to make a decision..so I cancelled my T-Baytel so I guess that is done. FYI..the phone number was originaly Drytel..but they gave their business up...T-Baytell got the cell service and Bell Alient got the land line service.. the number was always the same number with the same provider..Drytel to T-Baytel...never anywhere else... Thank you for info no way to port now anyway.
04-04-2020 02:33 AM
Thanks for that!
04-04-2020 02:19 AM
@imager wrote:It is my understanding that it's illegal to deny anyone ownership of their mobile number in Canada. If that is incorrect I'd appreciate learning where that is noted.
From CRTC .....
https://crtc.gc.ca/eng/phone/mobile/num.htm
You might need to get a new phone number…
04-04-2020 02:10 AM
It is my understanding that it's illegal to deny anyone ownership of their mobile number in Canada. If that is incorrect I'd appreciate learning where that is noted.