Phone service help

[Susan79b]

So I transferred my Telus number over a day ago and then changed it after wards with a suggested one by accident. I haven’t been able to change it back to my old one afterwards. How can I get it back? 

[darlicious · Accepted solution]

@Susan79b 

When you log into your self serve account what number do you see displayed? The new one or the telus phone number? If it's the new number then you did indeed change your phone number. As long as it was originally a telus phone number then it's been released back to telus and it's sitting in the hold number pool. Contact customer support and explain the situation and they should be able to reassign it to your account.

If you see the telus number displayed on your account then it's likely you just have incomplete port. Check and see if your telus account is still active or if it's closed. If it's active you can just reinitiate your port request either by contacting customer support or by calling the telus porting department with your telus account #. If your telus account is closed and your telus # is displayed in your account call your number and see if it rings or goes to voicemail? Or does nothing? If your phone doesn't ring contact customer support to investigate.

Contact customer support as previously directed. Good luck!

[HALIMACS]

@Susan79b 

by “accident”?

Was there a reason why you logged into self-serve and proceeded with a change number request?  There’s a few steps involved in doing this, not something you can just do with one click.

Were you not getting all calling and/or texting services after activation and you wondered why so you went looking?

perhaps the port didn’t fully complete and maybe the Telus number is still associated with your prior Telus account. When you call the number from another phone, does it ring through to your old Telus service/voicemail?

[Susan79b]

It was Telus yes. i have not called in as I haven’t been given any answer or knew of what to do but I’ll try that 

[esjliv]

oh, could be an issue @Susan79b .

Do you know what company the number belonged to originally? Was it Telus? You would need to go back to Telus to see if the phone number was released to its original owner or not.

Since Telus owns Public Mobile you could check with public mobile support to ask this question. But if they reassigned the number you are outta luck. Have you called it to see if it is in service?

­­­Public Mobile Representatives customer support­­­ agents (CSA) can be contacted by either two methods, found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

[Handy1]

@Susan79b @Ask support of they can do anything 

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