transfer phone number - videotron - previous service provider is invalid message

[chileung]

Hi, I activated my public mobile line yesterday.  I am happy with the service so wanted to port in my number from videotron today.  When I select videotron, it says 'previous service provider is invalid'.  I tried clicking on other service providers and the error doesn't appear and allows you to enter IMEI or account number.  When videotron is selected, the fields remain greyed out.

If I select Fizz, the error doesn't appear.  Since Fizz is a subsidiary of videotron, should I be try the port with that option?

Thanks.

[softech · Accepted solution]

@chileung just open ticket with PM support and ask them to help the porting request from their end

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at: 

      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply to you there

[chileung]

Ya, I tried different browsers in both regular and incognito modes.  I also tried on my mobile phone.  No luck.

[Dunkman]

I would not try Fizz as your provider. 

The website is finicky. Maybe try a different web browser, clear cache or incognito mode.

If that does not work, you will need to contact customer service agent to help complete port. Landlines and VOIP lines do take several days to port over.