Activated but not Ported

[bertjitsu]

So in September 2025 I activated my account and thought I ported over from Telus. Long story short, the port didn’t happen and I paid for 2 phone bills since then. Today I’m trying to fix it. It’s been a whole process and I can’t talk to anyone to resolve it. The sim I had originally purchased for public isn’t working so I purchased a new eSIM through the app and it’s not activating. So now I’m left without a phone that works. And 9 months of bills I never actually used. 

[hTideGnow]

hi @bertjitsu 

if you want your number back, please follow.

Message PM support agent and explain what happened.  you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

[bertjitsu]

I am not able to use the PM cellular network. The carrier in the Cellular section shows PM, not sure why it’s not working 

[hTideGnow]

hi @bertjitsu 

what is not working? I just ask you to message PM agent for help., they will tell you what to do next.   it won't be "not working"

[bertjitsu]

Hello, unfortunately it’s still not working. I’m wondering if it’s because of the number created for me back in September when I joined PM? ‪(+1 (778) 201-8932‬). There should only be one number associated to my account and it’s the 9066 number. I also made a payment today, and then cancelled then re- subscribed. It’s a long story but I’m just wanting to port over and resolve this issue 🤦‍♂️ 😊

 

[hTideGnow]

hi @bertjitsu 

when you port a line, you need to receive a text form the old carrier, Telus, and reply Yes with the old sim, you probably missed that part

usually you need to resubmit porting.  But since Telus own PM, maybe they can help to speed up the process.  Submit a ticket and explain to them that this was an unfinished business from Sept.  

submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
             (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")         
If any issue with ticket submission, 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