[Edited on March 9th, 2021 to include an updated number transfer process from TELUS/Koodo brands to Public Mobile.
Customers porting in from TELUS Prepaid, TELUS Postpaid and Koodo Postpaid brands will now follow the same process as those porting in from other carriers, and will have to respond to an SMS text to validate the transfer.
Those that wish to transfer an existing number from Koodo Prepaid or PC Mobile will continue to complete their activation with a new number, then reach out to our Moderator team to transfer their existing number to Public Mobile.
Updates have been indicated below in blue.]
Hey Community,
We heard that there were some questions around how to transfer or change phone numbers, so we wanted to help explain what to expect in different scenarios related to transferring or changing phone numbers. (Please note that all this information can be found in this Help Article. The Help Article will also include examples of SMS messages.)
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 Transfer |
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.
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 once every 30 days after you have 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.
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.
We hope that you found this helpful! Feel free to visit this Help Article for more information.
- The Public Mobile Team
