Showing results for 
Search instead for 
Did you mean: 

Porting Gone Wrong - Now What?

Good Citizen / Bon Citoyen

I went to the Telus store and picked up a new SIM card. I came home and logged in to the site and attempted to activate my new sim card online. When I reached the stage of selecting a number I selected transfer an existing number. When I clicked to create the account, the web page basically hung at step 4 and never completed.


I never got a SMS message, and when I went back to try a second time, the site gives me an error stating that my SIM is invalid... 


So the other provider (number I am porting in) tells me that no request was received. It appears that my PM SIM card is is also confused or frozen. I am not getting any support and direction from CS and I am now stuck with a failed port and an new sim card that gives errors...


Any ideas as to how I can solve this mess?


Mayor / Maire


Confirm if your credit card has been charged. If not I suggest you wait one hour from the time of the error and after following the tips below enter your Sim card # again on the activation portal. If you get an invalid Sim card message your account was created but your Sim card did not provision correctly upon activation. If you get the green checkmark then you need start your activation again. I recommend you take screenshots if possible (or photos) of each page of your activation especially your password and account pin # and your transaction summary at completion.


Choose a temporary number (Pick Alberta to only pay gst) and once you activate and all of your services are working on your pm Sim card you can request porting* thru your self serve account's profile page. (*If your old provider has confirmed no port request was made.)


Before you start over try:


  1. Clear your browser.
  2. Reboot your device. 
  3. Open one tab only.
  4. Use secret/incognito mode.
  5. Chrome, safari or Microsoft Edge work best depending on your device.

If your credit card was charged contact customer support to set up your account and provision your Sim card. Once all set up customer support can reinitiate your port request.

Mayor / Maire

It is always good idea to open an account and pick any number. When service is confirmed - all working as expected only Then to transfer number.

Now, most likely porting was initiated but failed for whatever reason(s).

Contact agent to assist you and send port request again.

Mayor / Maire

Also @JaysonWonder 


Before trying the process again, make sure your payment card was not charged. When trying again, clear your systems cache and cookies and open an incognito or private tab and try the process again.


Others have reported greater success using a desktop device (if you were using a mobile)


If it still doesn't work after all that, contact a customer support agent to inquire about the SIM card. It should work if it was new and never used before.


To contact a Customer Support Agent, there are 2 methods:


  1. Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request).  Click the result which states Click here to submit a ticket and follow the prompts,  or, 
  2. Send a private message to the Customer Support Agent by clicking here  You’ll need to be logged into your Community account for the link to work.


Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.


Mayor / Maire



I would recommend allowing Public Mobile to assign a random number, get the account going, and then go into your self-serve account afterwards and do the port then.


I will private message you the number to help with porting.


To check your private messages, look at the envelope icon between your avatar and the bell icon on the upper right.