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Line terminated after transferring from Virgin

ozkangul
Great Neighbour / Super Voisin

Hi.

On a separate device I was using a Public Mobile line. In October 2024 I purchased an eSIM and a new line and was using it without any problems.

Today using the same app and account, I purchased another eSIM on another device and asked to transfer my Virgin line to Public Mobile. The transfer was successful but my first Public Mobile line which I purchased was terminated. I never consented this and never intended to do this. What are the options to get the first number back? The second number which is transferred from Virgin works fine.

3 REPLIES 3

Yummy
Mayor / Maire

Once you port out your number your account is immediately closed.

If you have multiple esim in your phone there might be come confusion which one is closed.

Best way is to open a Ticket and ask agent to sort put this issue.

Handy1
Mayor / Maire

@ozkangul  You need to ask support to help you sort it out 

send  a  private message   To CS_Agent

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

   After submitting ticket keep an eye on your community inbox for their reply , or you can use this link to the community in box

 

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

 

eddieO
Mayor / Maire

@ozkangul it sounds like you might have signed into the wrong account, keep in mind each PM account needs to have it's own email address.

Reach out to a support agent to see if they can help you:

You will need to open a ticket through the Chatbot:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html
(and then type: Customer Support Agent)

Or, if you are having trouble with the Chatbot try sending a private message to: 

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)

Need Help? Let's chat.