Incorrect ESN/MEID

[Lkwan]

Hello,

I just switch over from Rogers today, August 28, 2023.  

I receive this message 'Incorrect ESN/MEID' when porting over the phone number (Iphone 13 Pro).  I can no longer receive calls, SMS, or internet connection.

Please help.

[megan_liz]

I have the same problem with OP right now. Can you please also send me the number for customer service so I can have this fixed as soon as possible. Thanks.

[m_k]

Hi...I receive message 'Incorrect ESN/MEID' yesterday (freedoom ------> public mobile)

No one has contacted me yet....Can I get porting team contact number please?

[BKNS27]

@Lkwan 

Alway better and smoother porting when you use your Rogers account number.

The reason with problems using your IMEI number because your phone was acquired from another carrier other than Telus/Koodo.

Your Rogers SIM will continue to work because porting was not completed.

Just private message a CS_Agent to assist in completing porting from Rogers:

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

Their hours are from 9:00am to 10:00pm EST.

[computergeek541]

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@Lkwan wrote:

I just switch over from Rogers today, August 28, 2023.  

I receive this message 'Incorrect ESN/MEID' when porting over the phone number (Iphone 13 Pro).  I can no longer receive calls, SMS, or internet connection.

---

When looking for the corrected information, don't look for anything labeled as an ESN or a MEID. Those are no longer used. It's the IMEI that's being reported as incorrect. Unfortuantely, that's a typo in the text message that Public Mobile sends out.

If possible, please use the Rogers account number instead and make the Public Mobile customer support agent aware that the new number that you're providing is an account number.  You will need to open a ticket at 

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

If the chatbot gives an error message, send a private message to CS_Agent.

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

[softech · Accepted solution]

@Lkwan it is actually much safer to provide account number instead of IMEI

There is a number to call to talk to live support and you can update them the info,  they can re-trigger the process for you.  I will message the number to you via the Community inbox ( https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage ) .  Check the envelope icon on top right.  Call them and get it fixed