Port Request Frustration

[tobinsterner]

In November 2025, I signed up for Public Mobile, transferring my existing phone number from Telus. I received an email confirmation from Public Mobile that my number was transferred and my account was active (see screenshot). Public Mobile has been charging my account since November. 

Today, I realized Telus had continued to bill me for that phone number (automatically debiting my account). I just got off the phone with Telus and they have no record of a transfer request from Public Mobile. They are requesting Public Mobile sends them a new "port request" to properly transfer the phone number so they can stop billing me. 

I've now been chatting with a Public Mobile agent who says:

"The account 1000000xxxxxxx is active with the phone number 236970xxxx is active and running, the services are offered as promised, there is no port request for another phone number" 

The account number is correct, but the phone number is not correct and at no time during the sign-up with Public Mobile was I requesting (or given) a new phone number. Like, what the heck is happening and how do I fix this?? I'm getting charged by two providers! The only phone number I've used is still linked to Telus. I don't understand where this other phone number even came from. The info on the email screenshot from November is all correct.  

[hTideGnow]

hi @tobinsterner 

problem with eSIM is it if confusing if you are unsure of the technology and the settings.  I am a bit worry you already deleted the Telus eSIM.  But if you have not, and if there are two esim, it would have shown clearly Telus or Public Mobile  Or you can try to disable one of them , but remember not delete, and let the other one active, then the top of the phone should show Telus or Public Mobile

But you are lucky, Telus owns Public Mobile and porting team can help to move the line for you and they can let you skip the text approving step.  I have sent you the porting support team number.  Please check your Community inbox (https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage), check for the number and call.

And in case the poring team cannot help and ask you to submit ticket (or you rather submit ticket anyway),  you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage          

[tobinsterner]

I'm not sure how to tell whose SIM is working (Telus or PM). It just says "converted to eSIM" in settings and my phone number is listed as "primary". I'm unable to change or look at anything to do with the SIM. Nothing says PM or Telus, either. It's like I don't have a carrier, yet I'm paying for two, lol. Public has now re-sent the port request, but it's not going through (no SMS received, anyway). They're saying I have to (again) call Telus and get them to manually approve it. Oof. 

[slusagm]

the email shows the subscription was completed, but it does not confirm the port was done

for all these time, are you getting calls on your PM sim?  If you never get incoming calls on your PM sim, then it is true the port was never completed

[hairbag1]

@tobinsterner 

that is bizarre alright...good thing you saved the screen shots of the transaction. You'll have to continue to work with Customer Support. Message them again but demand that your concern is escalated to a senior rep.