Transfer number and service issue

[MonmonPM]

I transferred my number from a different service provider on Jul 10 2025. It was successful at the time. I didn't use the phone again till July 25, and found that my public mobile phone number has inexplicably been changed. I requested for the number to be changed back to my previous number, now I can call out using the public mobile sim card and it shows the proper phone number. However when I try to call myself, it gets forwarded to a voicemail that has not been set up under the previous provider. It has been more than 12 hours, I don't know what I should do. Please help. Thank you.

[MonmonPM]

Thank you very much for providing the cs agent link. I was able to connect with an agent and fixed my issue. 

[MonmonPM]

I still have the old sim card. My number seems to be stuck in limbo, I can call from public mobile using the number, but when I call myself, it gets forwarded to Rogers still. Having difficulty getting public mobile customer service, I sent 2 tickets on Friday and Saturday respectively but have not received any response. Not sure how else I can get into contact with customer service... So disappointed with the service...

[Dunkman]

@MonmonPM 

Do you still have your old carrier SIM card?  Or check your old carrier to see if that account is still active.  It looks like the initial port may have failed.  PM will temporarily assign you your old number when you first initiate your port.  If it fails, then PM will then assign you a new phone number.  

[slusagm · Accepted solution]

I don't think the port was ever completed. Did you ever get incoming calls on your PM sim?

Ask PM to check.   Since you cannot properly login, you won't be able to open the preferred Chatbot ticket. So, you will need to message them here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenote