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 :

 

[Johnny_pm]

Someone else accepted an incorrect message above as the solution — but please note I did not accept it. I want this thread to be useful to someone with similar issue in the future, so we should NOT accept the solution yet until there is a message with correct, actionable information. 

please see update below.:

fyi, here’s where I’m at ;

- I called TELUS, not public Mobile per the message I received. Yes, TELUS was the correct number to call in this instance. TELUS confirmed they were 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

- I’ve received a new porting request from Fido, I replied YES

- now I need to wait 30-150 mins to see if the port goes through 

- Erica at TELUS offered to call me back in 150 mins to confirm it worked. She has an alternate number to call me on if my number doesn’t work. 

I’ll update this thread once it’s working. 

[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?