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Re: Transferring or Changing your Phone Number

upth3cr33k
Great Neighbour / Super Voisin

Re: Transferring or Changing your Phone Number

Saturday I signed on with Public Mobile as well as my husband. I was not however able to transfer our numbers from Telus to Public. who can I deal with to change this, it has been a crazy process? Please dont put me to Chatbot

z10user4
Mayor / Maire

Re: Transferring or Changing your Phone Number

 @upth3cr33k : Well...you're gonna need that paddle. Customers have to go through the customer service agents called moderators here via that stupid chatbot to get to a choice of Submit ticket.

dabr
Mayor / Maire

Re: Transferring or Changing your Phone Number


@upth3cr33k wrote:

Saturday I signed on with Public Mobile as well as my husband. I was not however able to transfer our numbers from Telus to Public. who can I deal with to change this, it has been a crazy process? Please dont put me to Chatbot


@upth3cr33k    Just in case you still haven't managed to submit a ticket via the chatbot, you can also try sending a private message to Moderator_Team via the envelope icon top right next to your avatar or use this link: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

 

Make sure to type in "Port Request" for the subject heading.  Good luck and welcome to PM.

darlicious
Mayor / Maire

Re: Transferring or Changing your Phone Number

@upth3cr33k 

I can't stand simon either. While pm prefers you use him and apparently you get faster service I am quite happy to use private messages only for my service requests. However to speed up your request there is a method to my madness.....

 

Use the link supplied by @dabr  and the instructions to send a private message and include a detailed message explaining the issue. Then add the following.....

 

  1. Full name and address /or province and postal code on your account.
  2. Email, pin # and phone #. (temporary ph #)

 

Also add for your porting request:

 

  1. Full name on your telus account.
  2. Telus account #.
  3. Phone numbers to be ported.

 

Indicate which phone number is the account holders and which is the secondary number so they port it first. If you don't remember your pin # include at least 3 of the following:

 

  1. Last payment, amount, date, type and last 4 digits.
  2. Alternate phone # if any.
  3. Date of birth.(n/a on new accounts)
  4. Plan amount, recent changes, any add ons on account.
  5. Security question and answer. 
  6. Frequently called/texted numbers.
  7. Activation date.
  8. Last 4 digits of your sim card.

 

Keep an eye on the envelope icon next to your avatar at the top right corner of your screen for a little number to pop up indicating a message from the moderators. Responding promptly to messages will speed up service times. Wait times average 2 to 4 hours up to 48 hours for non urgent requests. Current wait times are about one hour or less. Ask for a review link if you would like to rate the customer service you have recieved. Welcome to public mobile!

danmcco
Great Neighbour / Super Voisin

Re: Transferring or Changing your Phone Number

I just ported my number from speakout.  Did it directly without first getting a PM suggested number.  I took four hours to get the message from Speakout.

softech
Deputy Mayor / Adjoint au Maire

Re: Transferring or Changing your Phone Number

yes, it usually 2 to 4 hours to complete the port

Since you replied the text already, the port should complete soon. just reboot every 15 mins to see if you can receive incoming calls/text
danmcco
Great Neighbour / Super Voisin

Re: Transferring or Changing your Phone Number

All done. Thanks.

darlicious
Mayor / Maire

Re: Transferring or Changing your Phone Number

@danmcco 

For speak out thats pretty good.....happy to hear your here! Welcome to public mobile!

darlicious
Mayor / Maire

Re: Transferring or Changing your Phone Number

Here's the latest update to the porting process in case you missed it.... were basically back to the way we were except you will get extra SMS porting texts from the telus brands.

Spoiler
darlicious_0-1615353699276.jpeg

 

  
Retraité / Retired
Transferring or Changing your Phone Number
 

[Edited on March 9th, 2021 to include an updated number transfer process from TELUS/Koodo brands to Public Mobile.

 

Customers porting in from TELUS Prepaid, TELUS Postpaid and Koodo Postpaid brands will now follow the same process as those porting in from other carriers, and will have to respond to an SMS text to validate the transfer.

 

Those that wish to transfer an existing number from Koodo Prepaid or PC Mobile will continue to complete their activation with a new number, then reach out to our Moderator team to transfer their existing number to Public Mobile.

 

Updates have been indicated below in blue.]

 

Hey Community, 

 

We heard that there were some questions around how to transfer or change phone numbers, so we wanted to help explain what to expect in different scenarios related to transferring or changing phone numbers. (Please note that all this information can be found in this Help Article. The Help Article will also include examples of SMS messages.)

 

Whether you are transferring an existing number from another provider into Public Mobile, or transferring your Public Mobile number to another provider, here is the experience you can expect: 

 

Transferring Your Number Into Public Mobile During Activation

 

You will be provided with the option to transfer your number during the activation process. Here are some things you should know:

  • Only the authorized account holder can transfer a number
  • You cannot transfer numbers between Public Mobile accounts.
  • Your previous account must be active in order for the number transfer to go through. Once the transfer is complete, it will be automatically deactivated from your previous service provider.
  • Double check your old account info, as it needs to be correct in order for your number transfer to complete. Here’s the information you’ll need:

 

Mobile Phone Number Transfer

Landline Phone Number Transfer

Old service provider brand 

First and last name of account holder

IMEI Number OR Previous Provider Account Number

Complete billing address

Alternate Contact Phone Number

Alternate Contact Phone Number

 

For additional security, your previous service provider may also send an SMS text to validate the transfer. 

 

Follow the instructions in the message within 90 minutes to approve the number transfer. 

If you have missed the 90 minute window to respond, we will send you an SMS with instructions on how to re-initiate the transfer.

 

Note, that if you are transferring an existing number from TELUS Prepaid, TELUS Postpaid, or Koodo Postpaid, and have missed the 90 minute window to respond, we will automatically resend you the SMS text to validate the transfer up to 5 times between the hours of 11 AM and 8 PM ET. If those attempts are unsuccessful, we will send an SMS with instructions on how to reinitiate your number transfer request.

 

Tips:

  • Your old SIM card must be inside your device and your account with your previous provider must still be active so you can receive and respond to the SMS and authorize the request. Please do not replace your old SIM card with your Public SIM until you have responded to this message. 
  • Be sure to check all texts that could go to any other members on the old account and any junk or spam folders.

 

Please note, it may take up to 2 hours to complete mobile number transfers, and up to 3 business days for landline number transfers. You may experience mixed service during this time until the transfer is complete. 

 

Transferring or Changing Your Number After Activation

 

You can change your phone number once every 30 days after you have activated. To change or transfer your number after activation, go to your Self Serve Account here and:

  • Select the “Plans and Add ons” tab
  • Click on  “Change Phone Number”
  • Then, you can choose to select a new phone number or to transfer a wireless or wireline number from another provider.

You will need to provide the same information as requested during the activation process above. 

Your previous service provider may also send an SMS text to validate the transfer, so ensure your old SIM card is still in your device so you can receive and respond to this message. Please do not replace your old SIM card with your Public SIM until the number has been successfully transferred.

 

Transferring a number from TELUS or  Koodo (including formerly PC Mobile)?

 

If you wish to transfer an existing number from TELUS Prepaid, TELUS Postpaid, or Koodo Postpaid, the process will be the same as transferring in from a different carrier (see the instructions above).

 

If you wish to transfer an existing numbering from Koodo Prepaid or PC Mobile, you will need to first complete your activation with a new number, then reach out to our Moderator team here in order to transfer your existing number to Public Mobile.



Transferring Your Public Mobile Number To Another Service Provider

 

To help protect our customers from fraud, Public Mobile will send you an SMS text message should we receive a request to transfer your mobile phone number to another carrier. This step is designed to protect your account by confirming if the request is genuine or fraudulent.

If you have made a request to port your number to another carrier and have not received an SMS from Public Mobile to confirm your request, please open our chatbot via this link. This will put you in touch with our moderator team who will be able to assist you.

 

We hope that you found this helpful! Feel free to visit this Help Article for more information. 

 

- The Public Mobile Team

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