Unable to port my Koodo number

[ionut_baban]

Hi, I want to activate my Public Mobile SIM and transfer my Koodo phone number, but at step 2 I get this error "Please enter a valid Canadian phone number"

Can you please suggest how to port my number or how to get in touch with someone?

[JL9]

Sounds like it is prepaid account so you will have to follow the steps above. Many years ago my first go round with PM was from Koodo prepaid and I had a new number for a bit until they ported over my old number, it took a little while to the point I thought i wasn't getting it and was used to the new number but it eventually was ported over, I am sure it would be quicker in your instance, just not as quick as being able to skip the new number altogether.

[softech]

@ionut_baban  if you have to pay the bill first or you will loss your service , then it is prepaid

If they send you a bill after the end of the month and bill you extra stuff like long distance call or so, that is postpaid

@dabr   was correct, depends how you login to Koodo ,  do you login via Monthly customer or Prepaid Customer tab?  (if via Monthly customer, then you are postpaid)

[dabr]

@ionut_baban   You would know if you have Koodo prepaid or postpaid as IIRC the login for the Koodo account page are different.

If you want to submit a ticket for support then you can do that via the chatbot here:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html

If unable to submit a ticket, then try sending a private message to CS_Agent here:  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Usually a response is received within an hour or so unless there's a backlog of tickets/issues.

[ionut_baban]

Hi @softech how can I tell if the account is prepaid or postpaid?

At step 2 only the phone number is requested, no IMEI and no account number

Can I open a ticket before? I don't want to get a new number then get suck with it.

[softech · Accepted solution]

@ionut_baban   are you on Koodo Prepaid or postpaid?

If prepaid, then the proper step is to get a temporary new number first, and then open a ticket with PM Support and have them to manually fulfill the porting request

But if you have Koodo Postpaid plan, you should be entering the Koodo account number and not the IMEI number in the porting info page

[update, added source]

https://www.publicmobile.ca/en/on/get-help/articles/port-fraud-protection

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 Customer Support Agents in order to transfer your existing number to Public Mobile.