cant transfer my old phone number

[jeremysphone87]

i bought a subscription to PM but couldn't figure out how to work the esim so I went to a telus store to try and fix it but they couldn't. i have already transferred my phone number from my old carrier to the PM account. i ended up buying a new subscription with telus but now I cant transfer my old number over because I cant access the number to confirm the transfer and I also cant get into my PM account to cancel my subscription or find my account number because they ask to verify my identity with the old phone number. i called telus and asked if they could transfer the  number but they said they needed my PM account number which I can not get.    

[computergeek541]

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@eddieO wrote:

@AnitaRose27 I'm in Cambridge (very close to Kitchener/Waterloo). Just going by a lot of past posts that seem to say the same about not getting any help at Telus stores. Never hurts to ask I suppose 🙂

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Please do not suggest this. It will only waste the custonmer's time potentially further frustrating the customer.  The employees at Telus and Koodo stores cannot and will not assist with any Public Mobile matters.  They're not equiped for it.  Public Mobile is a self serve carrier, and customers who are not comfortable with this  may be better served as Telus Mobility or Koodo Mobile customers. Public Mobile does not make any secret of this.

[jeremysphone87]

i went to a telus store and they couldn't help me 

[eddieO]

@AnitaRose27 I'm in Cambridge (very close to Kitchener/Waterloo). Just going by a lot of past posts that seem to say the same about not getting any help at Telus stores. Never hurts to ask I suppose 🙂

[AnitaRose27]

Where do you live? The guys at the one in the Seaway Mall in Welland, Ontario were fantastic.

[eddieO]

@AnitaRose27 you must have been lucky as most Telus and Koodo locations will not assist Public Mobile customers beyond selling them a SIM card as they know Public Mobile is intended to be self serve.

[jeremysphone87]

there is no "didnt get the code" option

[AnitaRose27]

Go to a Kodo kiosk in a mall, they are the ones who handle all the Public Mobile stuff. They helped me a lot with my phone. Telus owns them too.

[SourDude1234]

Hi,

When it tells you to enter the code, try to click the option "Didn't get the code" and send it to email.
Regarding transfer verification, please contact support with the link provided by @eddieO .

[eddieO]

@jeremysphone87 reach out to a support agent, they will be able to help you out.

You will need to open a ticket through the Chatbot:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html
(and then type: Customer Support Agent)

Or, if you are having trouble with the Chatbot try sending a private message to: 

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)