Account number incorrect

[Cc222]

I started the transfer process from Virgin to Public mobile and because I only have a 9 digit account number (as do all virgin accounts) I tried the suggestion of entering 0000 in front of my number. This resulted in getting a text from Public mobile saying that my account number is invalid part way through the porting process. 

So my question is, what do I do to fix this? I have my IMEI number but didn’t use this in the initial setup because there was a note saying that it could lead to transfer errors… but is there any way to go back and adjust my transfer request and  use the IMEI number instead now?

[hTideGnow]

hi @Cc222 

you an actually contact PM porting support team for quicker 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

[Cc222]

Yeah it was a dumb choice haha but others said it was the solution and I thought it would tell me of it was I correct sooner in the process. You live and you learn I guess. I hope to get it sorted tomorrow!

[computergeek541]

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@Cc222 wrote:

I started the transfer process from Virgin to Public mobile and because I only have a 9 digit account number (as do all virgin accounts) I tried the suggestion of entering 0000 in front of my number. This resulted in getting a text from Public mobile saying that my account number is invalid part way through the porting process. 

So my question is, what do I do to fix this? I have my IMEI number but didn’t use this in the initial setup because there was a note saying that it could lead to transfer errors… but is there any way to go back and adjust my transfer request and  use the IMEI number instead now?

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I wouldn't have suggested to adding a bunch of zeros before your Virgin Mobile account number due the fact that the account number is an identifier. Anything that is different will causing porting failure.  

You'll need to contact a Public Mobile customer support agent to make the correction.  Please use the chatbot to open at ticket that puts you in a touch with them:

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Only if the chatbot bot doesn't a allow a ticket to be opened, send a private message to the username CS_Agent: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[Dunkman]

@Cc222 

You can contact customer service agent to correct the port.  However, the team does not work at this time.  Send a private message to CSA team via the following link:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

You should get a response by tomorrow morning. Check your private message inbox for response.