number changed

[Tammy705]

I signed up with Public Mobile at the recommendation of several friends (switched from Bell). Public Mobile assured me I could port my number. Everything went well and I received a confirmation email on February 16th. But then on Friday, March 18th, I get a message saying they can't port my number and they've changed my phone number! Has anyone else had this experience? I want my old number back!  I tried to get help from the the chat bot, but with no success. I submitted a ticket, but the respondent doesn't seem to understand my issue - telling me I needed to confirm that I wanted the number ported. But I already DID. Very frustrated.

[Tammy705]

Thank you for all your responses - much appreciated. Apparently I took the Bell SIM card out too soon and so the number didn't port. I was on the phone for several hours with Bell today trying to authorize the transfer. They told me I needed to go to a Bell Store and show 2 pieces of ID and have the Bell person call in an verify my identity. Then they would try again. Unfortunately the only Bell store in the small town I live in was closed today. Will try again another day. I have to say Public Mobile has been much more helpful than Bell. They really don't want to help with this at all.

[computergeek541]

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@JL9 wrote:

Just to clarify did you have your old number ported and active with PM for the first month and then lost it and got a new number or did you have a temporary new number and were waiting for your old number to get ported and are now told it can't be ported and you have another number? 

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A customer taking a new/temporary number first and then asking for number porting vs. porting immediately during activation wouldn'tt result in a difference for this customer's service.  When a Public Mobile customer asks for a number to be ported in, the number requested is immediately assgned to the Public mobiel acccount, even before number porting is approved.  The new/temporary phone number is immediately removed from the account and the customer will no longer have access to it.  Public Mobile changing the number is the result of porting failure and them saying that you must change the Public Mobile phone number because the number remained at the old carrier.

[computergeek541]

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@Meow wrote:

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@esjliv wrote:

@Tammy705  - confirm your Bell number / account is still active. Call your Bell number, what happens?

If the Bell account closed, for some reason, you will need to reactivate it to be able to port it into Public Mobile.

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I would just like to know: if Bell account is closed, service terminated, how would Bell reactivate that number?

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Public Mobile assigning a new number means that porting failed and that the Bell service was never deactivated via number porting.  If a number wasn't ported out from Bell but the service simply cancelled for other reasons, Bell customer service can reactive the service through normal procedures at the request of the customer (within a specific short term time frame).

[Meow]

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@esjliv wrote:

@Tammy705  - confirm your Bell number / account is still active. Call your Bell number, what happens?

If the Bell account closed, for some reason, you will need to reactivate it to be able to port it into Public Mobile.

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I would just like to know: if Bell account is closed, service terminated, how would Bell reactivate that number?

[esjliv]

@Tammy705  - confirm your Bell number / account is still active. Call your Bell number, what happens?

If the Bell account closed, for some reason, you will need to reactivate it to be able to port it into Public Mobile.

[JL9]

Just to clarify did you have your old number ported and active with PM for the first month and then lost it and got a new number or did you have a temporary new number and were waiting for your old number to get ported and are now told it can't be ported and you have another number? 

[Meow]

I sent you Porting support number in private mail.

If you really want to keep your number but it is ineligible to port, maybe you should stay with old provider? But talk to support to see what is the issue and please provide feedback here so we know how and if it has been resolved.

[softech]

@Tammy705   

First of all, no worry about the Bell number.  If PM told you the number cannot be ported at the moment, your old number is still with Bell and your Bell account still active.  So, you still have your Bell number

If you still want to try to port here, check this to confirm if your number can be ported:

https://secure.koodomobile.com/checktransfereligibilityparrot/default.do?lang=en&appname=otherportal

*this is a Koodo site but PM and Koodo are both Telus

While most phone number can be ported, there are some number really cannot be ported as Telus does not have a "rate centre" in that city which the phone number tied to.  

Check it first, if it shows the number cannot be ported, tell us the area code and the first 3 digits and we will try to explain.

if it shows that you can port your number, re-request porting once again using My Account , Change Number and select "Transfer a wireless..."  .  When filling in the old number info,  enter the Bell Account number instead of IMEI

https://selfserve.publicmobile.ca/Overview/ChangeNumber/