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[Tifa]

Trying to transfer my number from PhoneBox (Telus) to Public Mobile, but it says my IMEI doesn’t match with my phone number. How can this be resolved? There is no helpline that I could call for help 😞

[computergeek541 · Accepted solution]

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@Tifa wrote:

Couldn’t find my account number with PhoneBox.. have to email them tomorrow.. why IMEI wouldn’t work? I am using eSIM

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It's not that IMEI doesn't work for number porting, but just that using the account number has a higher rate of successs.  Using the IMEI leads to more porting failures as customers sometimes change devices.  Also, carriers aren't always expecting the most recently IMEI for number porting.  When it comes to account number, there is only even one account number for the lifetime of an account (never changes).

[Tifa]

Couldn’t find my account number with PhoneBox.. have to email them tomorrow.. why IMEI wouldn’t work? I am using eSIM

[computergeek541]

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@Tifa wrote:

Trying to transfer my number from PhoneBox (Telus) to Public Mobile, but it says my IMEI doesn’t match with my phone number. How can this be resolved? There is no helpline that I could call for help 😞

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Please use the chatbot to open a ticket with a Public Mobile customer support agent:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html

If at all possible, use the old carrier's account number (not the IMEI).