My cell phone number keeps changing....??

[stacehutch1983]

Good afternoon,

Something weird has been happening for a while now and I'm finally asking for help (lol).

When I signed up with Public Mobile they provided a temporary phone number for me to use. I went through the process and changed my number (including getting help from the Moderator Team) to my previous cell phone number. You know... for an easier transition. This was all done before I cancelled my previous phone plan so keeping the number was an option.

However, since then my number is going back and forth between the number I changed it to and the number Public Mobile originally assigned to me and I do not understand why. The previous phone company released the phone number to PM but this keeps happening.

Can someone help me with this issue? 

Thank you for any help you can provide.

[stacehutch1983]

Thank you all. I will contact the Moderators directly. 

Just an FYI I did indeed keep my previous account active until I did the number change with Public Mobile. It was my husband and a friend that have noticed the phone number changes when I text. Yet if someone calls me they use my previous number that I switched to PM. 

They're a great team of Mods so I'm sure they'll figure it out. Cheers. 

[stacehutch1983]

I should have mentioned the type of phonebi have. Oops! It's actually a Pixel 2. So that will not work. However, thank you for the feedback! If I ever get an iPhone I will have to remember this. 

[Luddite]

@stacehutch1983 Do you use an iPhone? If so, go into Settings and toun off iMessage and Facetime. Wait a few mninutes and turn them back on. This should reset the Apple servers to recognize your current phone number.

[popping]

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@stacehutch1983 wrote:

Good afternoon,

Something weird has been happening for a while now and I'm finally asking for help (lol).

When I signed up with Public Mobile they provided a temporary phone number for me to use. I went through the process and changed my number (including getting help from the Moderator Team) to my previous cell phone number. You know... for an easier transition. This was all done before I cancelled my previous phone plan so keeping the number was an option.

However, since then my number is going back and forth between the number I changed it to and the number Public Mobile originally assigned to me and I do not understand why. The previous phone company released the phone number to PM but this keeps happening.

Can someone help me with this issue? 

Thank you for any help you can provide.

---

Recently, all providers had implemented port fraud prevention procedure.  They will send you a text message to ask you to confirm the number port request before they release your number to PM.  

Read the following FYI info about the number porting.  You should not call your previous provider to cancel your account if your previous provider had not released your number to PM.  You previous account will be canceled after they released your number to PM.  If you cancel before they release your number, your number will be returned back the provider who gave you your number.  Your PM port request will fail because your number is no long in active status which is a requirement for number porting.

After stage 1, you can send text and call out.   But the incoming text and call will continue to go to your previous provider.  At stage 1, your port is not completed yet until your previous number releases your number to PM.

FYI - Number porting is a 2 stage process:
Stage 1. After submitted your porting request, PM set up your old number on your PM account. Login to your account. Select the [Plan and Add-Ons] tab. Is your old number showing on the [Plan and Add-Ons] page?
If yes, PM has done its work to setup your old number for you to call out, send text and data.
If no, you should create a support ticket for moderator to investigate. Moderator wait time is from couple of hours to couple of days.

Stage 2. Now, you are waiting for your old provider to release your number to PM. Not until your old provider release your number, all the incoming calls and texts will continue to go to your old provider. You can continue to use the old provider SIM card until it stops working which is the indication that your number was released to PM.

[Helpershelper]

@stacehutch1983 

I can address your first paragraph. When you sign up for cell service, the number you get is your permanent one until you cancel you service. It’s not temporary but it can be changed based on what numbers are available. Each phone number is joined with 1 physical SIM. Having said that, any issues like this should be made aware to moderators so they can investigate.

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

[LovesToPM]

Hi @stacehutch1983 

You should have only one phone number per account at a time.

Why do you think your number is being changed?

BTW when you port your number over from another provider, your other provider account must be kept active (unless you are porting from Telus or Koodo). Once the port request has completed, your old provider SIM will cease to work and your old provider account will close automatically.

If you cancel your old provider account before the port is done, the port will fail. In this case, you will need to reactivate it and ask PM moderators to try the port again.

[RossN · Accepted solution]

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@stacehutch1983 wrote:

Good afternoon,

Something weird has been happening for a while now and I'm finally asking for help (lol).

When I signed up with Public Mobile they provided a temporary phone number for me to use. I went through the process and changed my number (including getting help from the Moderator Team) to my previous cell phone number. You know... for an easier transition. This was all done before I cancelled my previous phone plan so keeping the number was an option.

However, since then my number is going back and forth between the number I changed it to and the number Public Mobile originally assigned to me and I do not understand why. The previous phone company released the phone number to PM but this keeps happening.

Can someone help me with this issue? 

Thank you for any help you can provide.

---

@stacehutch1983 

contact a moderator you can do so by clicking the chat bubble at the lower right corner,to avoid going around in circles with Simon say that you want a human to speak to, a ticket will then be generated briefly mention your issue 

 you should get a response between 2 to 48 hours a reply should show up in your little envelope in the top right corner, you can also  send a private message to the Moderators by clicking here.

[JoyLuck]

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@stacehutch1983 wrote:

Good afternoon,

Something weird has been happening for a while now and I'm finally asking for help (lol).

When I signed up with Public Mobile they provided a temporary phone number for me to use. I went through the process and changed my number (including getting help from the Moderator Team) to my previous cell phone number. You know... for an easier transition. This was all done before I cancelled my previous phone plan so keeping the number was an option.

However, since then my number is going back and forth between the number I changed it to and the number Public Mobile originally assigned to me and I do not understand why. The previous phone company released the phone number to PM but this keeps happening.

Can someone help me with this issue? 

Thank you for any help you can provide.

---

That is very odd. Contact the moderators.

Here’s how to contact the Moderator Team (Public Mobile representative) for assistance:

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Choose the chat bubble in the lower right hand corner and follow the prompts.

• Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.