wrong serial number used

[alliewatson]

I just activated my new Public Mobile SIM card, and accidentally used the wrong serial number from the wrong phone to activate. How can  I change this?

[cavemantoronto]

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@alliewatson wrote:

It wasnt cancelled right away, i had PM set up first, until I realised my error, it seems to be working now though 🙂

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including incoming calls?

[alliewatson]

I think you're right as the correct phone seems to be working correctly now...thank heavens! thank you for your help!

[alliewatson]

It wasnt cancelled right away, i had PM set up first, until I realised my error, it seems to be working now though 🙂

[alliewatson]

Oh my goodness, thank you 😊

[alliewatson]

Thank you that was so helpful....actually got some good directions there 🙂

[Anonymous · Accepted solution]

 @alliewatson : It's really more about the SIM that is attached to an account that has a number that is being ported...not the phone. I think you need to go back to computergeek541's first reply to contact the mods. If the IMEI used is the phone with the suspended/canceled account on it then the attempted port will fail anyway. So you need to contact the mods to give them the right account number of the active account that has the number you want to port.

Phew.

[computergeek541]

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@alliewatson wrote:

The number i used is a valid number from a valid phone that was just cancelled through Bell. But it's the wrong phone

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Sorry, but you can't transfer a cancelled phone number to another carrier. If you called Bell to cancel the service, you must call them back to reativate it before attempting to to transfer the phone number to Public Mobile.

[esjliv]

@alliewatson 

Are you saying the number you are trying to transfer from bell is canceled?

The account from bell must be active for a successful  port.

Simon can be annoying,  try option 2 below to submit a ticket to PM representatives. 

To contact the Public Mobile Moderator_Team, there are two methods to reach them:

1 -  Faster - Click the bubble comment circle on the bottom right-hand side of your screen,

or use this link to: Get Help With SIMon the Public Mobile chatbot

OR

2 – Slower - Use this link to:

Private Message to Public Mobile Moderators (PM Customer Service Representatives)

[alliewatson]

The number i used is a valid number from a valid phone that was just cancelled through Bell. But it's the wrong phone

[computergeek541]

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@alliewatson wrote:

Thank you for your reply, when I go back to chat bot to make a ticket, it sends me back here....i am not getting anywhere...

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Try going back there and typing something like "port request".

[hTideGnow]

@alliewatson check your community inbox.  I sent you a phone number to call tomorrow morning.  It's Porting Team.  You can check the status.  In your case, likely it's not done but you can give them the correct IMEI

[computergeek541]

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@hTideGnow wrote:

@computergeek541  did the form specify when to use "serial number" (IMEI) or account?  

Any screenshot of how the page look like now?

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Z10user4's screenshot illustrates the newer activation portal forms well. It did used to incorrectly say "serial number", but to my knowledge has never given any advice on the actual form which to use in different situations. Ironically, I have seen reports from other members that the text message sent to customer about failed number ports still refers incorrectly to ESN and MEID.

[alliewatson]

Thank you for your reply, when I go back to chat bot to make a ticket, it sends me back here....i am not getting anywhere...

[Anonymous]

 @hTideGnow : Don't you have a stock of SIM's on hand for referrals? 🙂 You can always go through the flow up until payment and exit out.

[hTideGnow]

Thanks @Anonymous   &  @computergeek541 

[Anonymous]

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@hTideGnow wrote:

@computergeek541  did the form specify when to use "serial number" (IMEI) or account?  

Any screenshot of how the page look like now?

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[hTideGnow]

@alliewatson  your account is currently active? you can make outgoing call?

if your IMEI entered is wrong, your porting will fail.  However, you can call the porting department tomorrow (too late now) and confirm the status and make change on the phone as well.  I will private message you the phone number.  Click the envelop on top .

[alliewatson]

I had the option of using either, and I chose the IMEI #

[hTideGnow]

@computergeek541  did the form specify when to use "serial number" (IMEI) or account?  

Any screenshot of how the page look like now?

[alliewatson]

Yeah you have the choice of using the old account number or the IMEI number (serial #) from the phone.  I used the IMEI number from the old phone, not the newer phone I am actually wanting to use

[computergeek541]

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@alliewatson wrote:

I just activated my new Public Mobile SIM card, and accidentally used the wrong serial number from the wrong phone to activate. How can  I change this?

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While I believe that the Public Mobile form still says "serial number", this isn't what is needed. They also make reference to ESN and MEID, but this outdated as those aren't used in Canada any longer.  It's the IMEI that can be used for number porting.

As you have used the wrong IMEI for number porting, you will need to contact the moderators by opening a ticket. This can be done by going to:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html

@hTideGnow 

I certainly agree that account number should be used in most cases, but if this person is coming from Ztar Mobile, IMEI should be used.

[hTideGnow]

@alliewatson 

What serial number you meant?  I thought they only asked for SIM card number.  If you are porting, they will ask for account number from the provider you want to port.  You meant the Account Number?