Port number failed - number no longer "valid"

[Ariana2]

I decided to subscribe to Public Mobile after having left some time ago due to issues with my phone service. I requested an sim and went through all steps to port my number from Telus. The transfer failed for some unknown reason on the last step. I am still prompted to transfer a number, but when I type it it says "Invalid Phone Number". I have tried removing the Telus SIM card and restarting the phone.

[Ariana2]

Yes definitely, I spent hours trying to get this fixed yesterday through messaging and live chat and it ended with customer service saying there is nothing they can do. They couldn't or wouldn't send a QR code to try to install the e-sim without the app. 

[hTideGnow]

hi @Ariana2 

if it is not there, then  you definitely need to submit ticket with PM support , have you done so yet?

[Ariana2]

No, it's definitely not there. The app just kept failing. I switched to Rogers since and their e-sim worked perfectly. I've been trying since yesterday to get my original number transferred back out of Public, though. Still waiting on customer service to respond to Roger's request.

[hTideGnow]

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@Ariana2 wrote:

Thanks, but the issue is that the e-sim wouldn't install through the app.

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hi @Ariana2 

android or iphone?

can you check your sim manager or Settings-> Cellular to see if Public Mobile esim is alread there? sometimes, the esim is there and just not properly configured.  If it is there, make sure it is active, enabled or toggle on Turn on this line. Also, make sure it is set as Primary.  Then you can reset network settings again

[Ariana2]

Thanks, but the issue is that the e-sim wouldn't install through the app.

[Karenay]

It happened to me too, and I restart the phone with no sim for couple times and put the new sim in, and it works 

[Ariana2]

Yes I sent a message to customer support a while ago but haven't received any help yet.

[hairbag1]

@Ariana2 

please message Customer Support for their input..sounds like you're very close to successful activation. Use the link supplied by @hTideGnow  to message them. I'm sure they'll have you smiling in short order.

[Ariana2]

I can't do that either, the sim will not install through the app.

[hairbag1]

@Ariana2 

before you tap out...take a new number during activation. Then after your plan is up and running as expected...then initiate port of your old number.

[Ariana2]

Thanks, but I now no longer have access to phone service at all! If it really will take hours just to get a response I think I will be moving on permanently from this company.

[hTideGnow]

hi @Ariana2 

you can certainly port the number from Telus into PM

the error is more for activation issue than porting.  You just need to work with PM support agent to get it fixed.    You can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

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