Number Porting and Activation

[markmac9999]

New to PUBLIC. Followed steps in the SIM card folder. During activation.publicmobile SIM card was already in phone and original SIM card from previous provider was removed.

The number was PORTED to Public and all features work (except can only text to or from Telus Network customer), however, the number was NOT PORTED OUT and is still active on the previous provider's network. I can put the SIM card from the previous provider back in the phone and make phone calls on their network.  I have contacted the previous provider and they have indicated that ONLY Public Mobile can request to have my number removed from their network.  HELP.

[dabr]

@markmac9999    Yes, your number can only be transferred from and by your previous provider but you also need to first authorize the transfer by responding to text.  I agree that the process isn't always clear if this is the first time you've transferred a number but this procedure is standard and required by all carriers when transferring the number.

Happy to hear you were able to contact the porting dept. and should have the transfer completed quickly now.  Welcome to PM and good luck!  😊

[markmac9999]

Your solution was very helpful, however, contrary to ADAL's suggestion, only the original provider can release the number to be ported so at some point the original SIM has to be put back in a phone for the release request text.  TELUS support was very knowledgeable, patient and helpful. Still waiting for the PORT to complete but I am confident that I will be back up and running shortly.  However, this experience has revealed a flaw in the process because I was able to PORT onto the new network and use the new network without ever "authorizing the release" from the old provider.  I could have been anyone not myself and could have started receiving texts and calls to the person whose number I choose.

[ALDL]

@dabr 🙂

[dabr]

@ALDL   No problem and we all had a learning curve too.  😊 

BTW, another tip, use the @ key to bring up the list of usernames in this conversation and then click the username you want to respond to unless you're posting a general observation.

[ALDL]

Hey thanks.... I didn't know that 🙂

[dabr]

@ALDL   FYI:  you can edit your first post to correct anything in it by selecting the down arrow on the top right of the post and then select edit reply.

[ALDL]

*help staff

[ALDL]

You're right. Keeping the old sim in the phone isn't explained in the instructions well. No worries we can still fix the issue. Use the chat bot to create a ticket. Explain to the heat staff that you were not able to respond to the SMS txt. They should be able to force it through o their end. This happened to me my mistake too

[dabr]

@markmac9999   Yes, you'll need to keep the old SIM in your phone in order to respond to the transfer request with a YES within 90 minutes.

[RossN]

@markmac9999 Hi you need to leave your old sim in your phone to receive transfer text,you have 90 minutes to reply yes I will pm you the number to call to reinitiate port request 

[markmac9999]

I realize that I should have left the original SIM in the phone until I gave authorization from previous provider to PORT the number, but that was not explained in the activation instructions.

[dabr · Accepted solution]

@markmac9999   I'll private message you the Telus Porting Dept. # for you to call and ask them to resubmit the transfer request.  Check the message box top right.