After 5 days received text message: Unable to transfer my old phone number

[pravindra55]

Received text message as below. I need my old number back. Please help me.

Public Mobile message: We've attempted to reach you to let you know that we've been unable to transfer your current phone number to Public Mobile. In the meantime, we've assigned you this new phone number: xxx-xxx-xxx. If you still want to transfer your number, please follow these instructions: https://www.publicmobile.ca/en/on/get-help/articles/port-fraud-protection

[softech]

HI @Neil11 

just want to confirm your activation was successful.  I saw you had an eSIM problem, also you had problem with sim card not arrived, and then a Subscription not activated issue,  and also got text about port not coompleted.  Just want to make sure if all sorted out now?  Let us know if the Community can advise further and will try to help

[computergeek541]

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@Neil11 wrote:

Had a similar issue when I signed up. You can private message a CS agent and they will help you with ur issue via email responses. You get an email notification when they respond. My agent was very helpful and replied quickly.
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

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Please remember that all tickets need to go through the chatbot or app (and not through private message as the starting contact method).

[Neil11]

Had a similar issue when I signed up. You can private message a CS agent and they will help you with ur issue via email responses. You get an email notification when they respond. My agent was very helpful and replied quickly.
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[cellphoneuser1]

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@pravindra55 wrote:

I did try exact steps by inserting account number. But now I’m getting error saying this number is not portable. What to do?

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Which carrier is it from?  Also which city? Not all numbers can be ported.  It can say that error message if it's Koodo prepaid and you need to contact a Public Mobile customer support agent to port.  If number is really not portable, there's no choice but to use a new number or keep using the old number at the old carrier. 

[pravindra55]

I did try exact steps by inserting account number. But now I’m getting error saying this number is not portable. What to do?

[cellphoneuser1]

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@pravindra55 wrote:

My old SIM card still working not disabled yet. Public Mobile did not port yet. What to do?

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Public only gives new numnber after 30 days of number port requests that have failed. 

Check eligibility at https://secure.koodomobile.com/checktransfereligibilityparrot/default.do

It says Koodo, but the results are the same for Public because both are owned by Telus.  Not all numbers can be ported to Public.  If the number is eligible, check the old carrier's account number for accuracy and use the instructions by @fixin to try again.

[pravindra55]

My old SIM card still working not disabled yet. Public Mobile did not port yet. What to do?

[fixin]

@pravindra55 - Go to My Account > Profile > Transfer Phone Number

1. Go to My Account then press on Profile (For Web) or Account (On mobile app)

2. Press 'Transfer Phone Number'

Make sure to have your old providers SIM inside your phone. If using eSIM, I strongly suggest to disable the PM eSIM for the porting process to be steady.

Also, wait on your old providers SIM to have No Service or SOS Only or Emergency Calls only. Re-enable or re-insert PM SIM.

You will receive a SMS from your old provider asking for the confirmation of a YES, if you don't have the SIM card from your old provider anymore, contact your provider after sending the porting request to verbally approve it.