@gracehu148
Call the porting helpline at the number I will send you by Private Message, reserved for porting related problems. (EDIT: OOPS, looks like @darlicious already sent you this, oh well, you'll surely have it anyway...)
Representatives at this number are not able to assist with any other account-related inquiries.
Whether you are transferring an existing number from another provider into Public Mobile, or transferring your Public Mobile number to another provider, here is the experience you can expect:
Transferring Your Number Into Public Mobile During Activation
You will be provided with the option to transfer your number during the activation process. Here are some things you should know:
- Only the authorized account holder can transfer a number
- You cannot transfer numbers between Public Mobile accounts.
- Your previous account must be active in order for the number transfer to go through. Once the transfer is complete, it will be automatically deactivated from your previous service provider.
- Double check your old account info, as it needs to be correct in order for your number transfer to complete. Here’s the information you’ll need:
| Old service provider brand | First and last name of account holder |
| IMEI Number OR Previous Provider Account Number | Complete billing address |
| Alternate Contact Phone Number | Alternate Contact Phone Number |
For additional security, your previous service provider may also send an SMS text to validate the transfer. Follow the instructions in the message within 90 minutes to approve the number transfer. If you have missed the 90 minute window to respond, we will send you an SMS with instructions on how to re-initiate the transfer. Note, that if you are transferring an existing number from TELUS Prepaid, TELUS Postpaid, or Koodo Postpaid, and have missed the 90 minute window to respond, we will automatically resend you the SMS text to validate the transfer up to 5 times between the hours of 11 AM and 8 PM ET. If those attempts are unsuccessful, we will send an SMS with instructions on how to reinitiate your number transfer request.
The SMS will read as follows: "Public Mobile msg: You have requested to move your phone number to Public Mobile. A message was sent earlier to authorize the number transfer. We have not received your response. To reinitiate the request, please reply ‘1’ to this text and a NEW message will be sent to authorize the number transfer. Please call our Porting Team if you need more help."
Tips:
- Your old SIM card must be inside your device and your account with your previous provider must still be active so you can receive and respond to the SMS and authorize the request. Please do not replace your old SIM card with your Public SIM until you have responded to this message.
- Be sure to check all texts that could go to any other members on the old account and any junk or spam folders.
Please note, it may take up to 2 hours to complete mobile number transfers, and up to 3 business days for landline number transfers. You may experience mixed service during this time until the transfer is complete.
Transferring Or Changing Your Number After Activation
You can change your phone number up to 4 times every 30 days after you’ve activated. To change or transfer your number after activation, go to your Self Serve Account here and:
- Select the “Plans and Add ons” tab
- Click on “Change Phone Number”
- Then, you can choose to select a new phone number or to transfer a wireless or wireline number from another provider.
You will need to provide the same information as requested during the activation process above.Your previous service provider may also send an SMS text to validate the transfer, so ensure your old SIM card is still in your device so you can receive and respond to this message. Please do not replace your old SIM card with your Public SIM until the number has been successfully transferred.
Transferring A Number From TELUS Or Koodo (Including Formerly PC Mobile)?
If you wish to transfer an existing number from TELUS Prepaid, TELUS Postpaid, or Koodo Postpaid, the process will be the same as transferring in from a different carrier (see the instructions above).If you wish to transfer an existing numbering from Koodo Prepaid or PC Mobile, you will need to first complete your activation with a new number, then reach out to our Moderator team here in order to transfer your existing number to Public Mobile.
