Number XFER directs to My TELUS App

[Johnny_pm]

During my sign up and phone number transfer I received a transfer failed text asking me to download the My TELUS app and resubmit from there. I presume I should NOT use the TELUS app and this should be resolved via Public Mobile.. can someone confirm? 

it’s been about 9 hours since I signed up for PM and attempted the transfer from Fido. I submitted a ticket but have no confirmation email or messages confirming the ticket. I tried resubmitting the ticket and got an error message (there seems to be an error submitting your ticket)

here is the text I received about my TELUS app :

 

[ORNGNBLK]

Thank you for the detailed description of events. Glad that you have it sorted out. Better late than never. 👍

[Johnny_pm · Accepted solution]

**FINAL SOLUTION**

Here's the final resolution and update -- in hopes it helps someone else in the future. Thanks again to ORNGNBLK for being helpful!

TL;DR: There was a rare problem porting my number from Fido to Public Mobile, and a phone call to Telus Support (not Public Mobile) successfully reinitiated the number transfer. You'll need to press "0" to get to a live rep with Telus as your phone number will not be in the Telus system. 

Here's the full story:

- I initiated a phone number transfer from Fido to Public Mobile via the Public Mobile app

- I replied YES to a text message from Fido to approve the transfer

- HOWEVER -- I quickly received a text message from Telus saying there was a problem with the transfer saying I would have to call Telus support (not Public Mobile) to reinitiate the transfer

- ** At this point I spent a lot of time being confused about what to do, messaging Public Mobile CS Chat Agent (which was not super helpful BTW) and ultimately messaging this forum (which was super helpful) partly because the message was from Telus, NOT Public Mobile and partly because I had JUST ported a different phone from the same provider with absolutely no issues **

- I waited overnight in case it just needed more time (up to 8 hrs I read somewhere)  but that did not help

- Eventually, I did call TELUS per the message I received. And yes, TELUS was the correct number to call in this instance.

- CALLING TELUS: **when I called Telus and entered my phone number, it told me there was no account by that number.  I had to dial "0" (zero) to get to a live support agent. **

- I told them I was porting to Public Mobile -- TELUS first confirmed that they would be porting my number to Fido (as TELUS is the parent company of Public Mobile)

- TELUS support (Erica) was very helpful and confirmed they would redo the number transfer and also promised to call me (or my backup phone number) in 3 hours to confirm it was working. (**Wow, great service!**)

- CONFIRM About 3 hrs later I received a new porting request from Fido, I replied YES

- As this time I also received another text message from Fido -- confirming they "received approval to transfer your mobile number to another provider" 

- Telus (Erica again) did call me back in about 3 hours - right at this point my ported number began working with Public Mobile 

[ORNGNBLK]

I was also with Telus (when they were Clearnet) and spent a good 25 years and too much money with them. Yes, Telus is still getting my money in the end, but it’s a whole lot less. Best of luck to you

[Johnny_pm]

Thanks again ORNGNBLK! I see why you’re a “Great Citizen” indeed, expert or not! Appreciate you taking the time to respond 🙌 cheers!

Yes I called TELUS per the agent and waiting for them to call me back. Not sure about whether some numbers can’t be ported. I’ve had this phone number for 25 years, and for at least 5 of those years my account and this number was with TELUS- so theoretically the number works with TELUS . 

I turned the cellular back on for Fido and yes, the number is still active. Which is how I was able to call TELUS thankfully. 

[ORNGNBLK]

I’m not sure why some numbers cannot be ported,  but perhaps you can revert back to Fido to see if your number /account are still active? Have them initiate the port again from their side? Maybe if it pushes through from Fido (rather than pulling from PM) it may work. Keep in mind, I’m only suggesting trying what I would do, and I’m no expert at all. 🙂

[Johnny_pm]

Cs_agent confirmed there was a porting issue and asked me to turn my Fido sim back on, when I did I got another message from TELUS. 
Now they are telling me “some numbers can’t be ported” and asked me to call TELUS.. I tried calling TELUS and entered my phone number - and the automated system said there was no account for that number….

 

 

[Johnny_pm]

thank you ORNGNBLK, I’m messaging with CS_AGENT now, will update here if and when this is resolved. 

[ORNGNBLK]

If nothing has been setup via Telus, are you able to start the process again to see if it works? If no success, you can use the orange chat bubble on the bottom right to open ticket with CS_Agent and hopefully get resolution. It may be a glitch indeed. 

[Johnny_pm]

I initiated the transfer from the Public Mobile app. And then quickly received that text message coming from TELUS.

 I had successfully done the exact same transfer to public mobile on a different phone (my child’s phone) using the PM app from Fido to PM, with no issues immediately before I began the transfer on my phone - So I believe I was doing the right steps to transfer with my own phone. 

It seems like it was a glitch on the back end of Public Mobile? 

[ORNGNBLK]

The screenshot suggest you are attempting to switch TO Telus and not from. Have you downloaded the PM app and initiated the transfer from the PM side?