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yjkim284743
Great Neighbour / Super Voisin

Number transffering issue

Hey, it's Public Mobile. We're having trouble transferring your number. Looks like you entered an incorrect ESN/MEID. Someone from our team will contact you shortly using your original phone number or the alternate number provided. You can also get in touch via our virtual assistant at: https://publicmobile.ca.ada.support/chat

 

how can I solve it?


Accepted Solutions
hTideGnow
Mayor / Maire

Re: Number transffering issue

@yjkim284743 

 

 

Open a ticket with the Mod.  Tell them what's happen on the ticket.

For porting request, I believe you should enter your account number from your previous provider

(as a reminder.  You still need to keep your old SIM card from the old provider.  Once mod got all the info and start to port your number, you will get a SIM from your old provider, you need to reply YES within 90 mins for the PORT to go through)


To open a ticket with mod, click on the Bubble or directly at : https://publicmobile.ca/chatbot
type "Submit a ticket", select Account-specific issue, then select I need a human now. Follow the prompts to submit a ticket.


If you have problems submitting a ticket, you can also send a private message to the moderators (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

View solution in original post


All Replies
S--S
Mayor / Maire

Re: Number transffering issue

Transferring Or Changing Your Phone Number

Whether you are transferring an existing number from another provider into Public Mobile, or transferring your Public Mobile number to another provider, here is the experience you can expect:

Transferring Your Number Into Public Mobile During Activation

You will be provided with the option to transfer your number during the activation process. Here are some things you should know:

Only the authorized account holder can transfer a number
You cannot transfer numbers between Public Mobile accounts.
Your previous account must be active in order for the number transfer to go through. Once the transfer is complete, it will be automatically deactivated from your previous service provider.
Double check your old account info, as it needs to be correct in order for your number transfer to complete. Here’s the information you’ll need:
Mobile Phone Number Transfer Landline Phone Number Transfe

Old service provider brand First and last name of account holder
IMEI Number OR Previous Provider Account Number Complete billing address
Alternate Contact Phone Number Alternate Contact Phone Number
For additional security, your previous service provider may also send an SMS text to validate the transfer. Follow the instructions in the message within 90 minutes to approve the number transfer. If you have missed the 90 minute window to respond, we will send you an SMS with instructions on how to re-initiate the transfer.Note, that if you are transferring an existing number from TELUS Prepaid, TELUS Postpaid, or Koodo Postpaid, and have missed the 90 minute window to respond, we will automatically resend you the SMS text to validate the transfer up to 5 times between the hours of 11 AM and 8 PM ET. If those attempts are unsuccessful, we will send an SMS with instructions on how to reinitiate your number transfer request.The SMS will read as follows:Public Mobile msg: You have requested to move your phone number to Public Mobile. A message was sent earlier to authorize the number transfer. We have not received your response. To reinitiate the request, please reply ‘1’ to this text and a NEW message will be sent to authorize the number transfer. Please call our Porting Team if you need more help.

Tips:

Your old SIM card must be inside your device and your account with your previous provider must still be active so you can receive and respond to the SMS and authorize the request. Please do not replace your old SIM card with your Public SIM until you have responded to this message.
Be sure to check all texts that could go to any other members on the old account and any junk or spam folders.
Please note, it may take up to 2 hours to complete mobile number transfers, and up to 3 business days for landline number transfers. You may experience mixed service during this time until the transfer is complete.

Transferring Or Changing Your Number After Activation

You can change your phone number up to 4 times every 30 days after you’ve activated. To change or transfer your number after activation, go to your Self Serve Account here and:

Select the “Plans and Add ons” tab
Click on “Change Phone Number”
Then, you can choose to select a new phone number or to transfer a wireless or wireline number from another provider.
You will need to provide the same information as requested during the activation process above.Your previous service provider may also send an SMS text to validate the transfer, so ensure your old SIM card is still in your device so you can receive and respond to this message. Please do not replace your old SIM card with your Public SIM until the number has been successfully transferred.

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 Moderator team here in order to transfer your existing number to Public Mobile.

Transferring Your Public Mobile Number To Another Service Provider

To help protect our customers from fraud, Public Mobile will send you an SMS text message should we receive a request to transfer your mobile phone number to another carrier. This step is designed to protect your account by confirming if the request is genuine or fraudulent.The SMS text will read as follows: Public Mobile message: We’ve received a request to transfer this phone number to another service provider. To approve this request, please reply “Yes”. If you did not request this transfer, please reply “No”. Please note that you must respond within 90 minutes. If we don’t receive a response within this time, the request will be automatically cancelled. For any issues with this number transfer, contact our Porting Team. Thank you.If you have made a request to port your number to another carrier and have not received an SMS from Public Mobile to confirm your request, please open our chatbot via this link. This will put you in touch with our moderator team who will be able to assist you.

 

but if you can't received the SMS From old carrier please Call the Porting Team at 1-844-232-7678 to assist with your port.

 

or

Number Transfer (Port) Troubleshooting, Click HERE 

or

Choosing Or Transferring A Phone Number During Activation, Click HERE 

 

or

 

Only one way to you fix it explanation to moderator Team and the are nice service the will 100% help you

 

you have to Submit a ticket to a moderator.

 

Here’s when and how to contact the Moderator Team:

  • Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.
  • or you can send a private message to Moderator_Team by Click here
  • You’ll need to be logged in to your Community account for the link to work.

 

  • In your message put it, please include.
  • your account number,
  • your phone number,
  • your account PIN,
  • explanation to them nice Team and nice service

 

      Good Luck

Dunkman
Oracle

Re: Number transffering issue

@yjkim284743 

How long ago was the message?

Did you enter an alternate number?  

You also might want to keep your original carrier SIM card in your phone just in case Telus porting team calls you.

For most ports, you can ignore the section on IME.  Just use account holder name, phone number and account number.  

z10user4
Mayor / Maire

Re: Number transffering issue

 @yjkim284743 : Put your original SIM back in and wait for the call (if they haven't already tried). Then you'll need to leave it in to wait for the confirmation text from the old provider.

hTideGnow
Mayor / Maire

Re: Number transffering issue

@yjkim284743 

 

 

Open a ticket with the Mod.  Tell them what's happen on the ticket.

For porting request, I believe you should enter your account number from your previous provider

(as a reminder.  You still need to keep your old SIM card from the old provider.  Once mod got all the info and start to port your number, you will get a SIM from your old provider, you need to reply YES within 90 mins for the PORT to go through)


To open a ticket with mod, click on the Bubble or directly at : https://publicmobile.ca/chatbot
type "Submit a ticket", select Account-specific issue, then select I need a human now. Follow the prompts to submit a ticket.


If you have problems submitting a ticket, you can also send a private message to the moderators (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

View solution in original post

BKNS27
Town Hero / Héro de la Ville

Re: Number transffering issue

@yjkim284743 

The PM moderator will not contact you through this Community. You need to create a ticket as noted by other PM Community members.

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