How do you port a phone number from a stolen phone

[stanleyman]

My daughters phone was stolen yesterday. She has a Public Mobile account. She has had to get a new plan with a new phone and would like to port the number to the new phone. Problem is she doesn't have the original sim because it's been stolen. How does she port her existing number to the new phone/new provider if she can't get the code that get's sent to authorize the porting action? Does anyone know how that works? 

[Adventurehat]

You may wish to mark the stolen phone/SIM as lost/stolen in the respective self serve account. 

You can use the Change Sim feature to do this from the initial account self serve. 

If you ALREADY ACTIVATED a new account,  you may need moderator assistance to accomplish this:

To contact a moderator, there are 2 methods:

1. Use the ticketing system for a faster response time. Click here and type moderator assistance, then select account-related issue, then select you need a human now.  Follow the prompts to submit a ticket,  or, 
2. Send a private message to the moderator by clicking here  You’ll need to be logged into your Community account for the link to work.

[cellphoneuser1]

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@JoanneYVR wrote:

No. The old sim card is not needed to port a number over. You can call the support number for your mobility service and they can leave a memo to allow the moderator to port the number over.

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In the context to the message that I was replying, the other message made it sound like all you need is the name and account number. That's not right. In the normal procedural flow for number porting, the old carrier's sim card is needed. Getting it done the way you're saying does work but it is not the regular way and it's an exception. Under regular circumstances, not replying to the old carrier's text message causes porting to fail.

[JoanneYVR]

No. The old sim card is not needed to port a number over. You can call the support number for your mobility service and they can leave a memo to allow the moderator to port the number over.

[cellphoneuser1]

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@Smalaki52 wrote:

For porting your number, you don't need the old simcard. 

All you need to have your account number which you can find it on your online account and your new simcard number which you are going to port your old number to it. 

Mostley it takes not too long to activate the new simcard and you will receive the text message when it's activated. 

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Yes you do need the old sim card because the customer has to answer a text message to approve the number porting.

[Smalaki52]

For porting your number, you don't need the old simcard. 

All you need to have your account number which you can find it on your online account and your new simcard number which you are going to port your old number to it. 

Mostley it takes not too long to activate the new simcard and you will receive the text message when it's activated. 

[TheGx]

@stanleyman :Now that you question been answered, you should pick from one of the above posts that helped you most as your accepted solution by clicking on the accepted solution button above their post, doing so will mark your thread solved and will help others in future who have similar questions.

[stanleyman]

Thank you @HALIMACS , @dabr 

[HALIMACS]

@stanleyman 

Yeah, she can still port the number to another provider even though the phone was lost or stolen.

Just make contact to the public mobile moderators through the method supplied and let them know you're wanting to port the number to another provider and the original phone and SIM card was lost or stolen.

[dabr]

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@stanleyman wrote:

 No, she has moved to a new provider to get a phone on a plan. So the phone would be ported to the Mobile provider. She wanted to stay with PM, but the phone she is replacing was not one she could get with PM. She was told because the sim was in the phone, there wouldn't be a way to move the number over.

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@stanleyman   You should disable her account as suggested earlier.  Log into her account and select the Plans/Add-on tab, then Lost Phone/Stolen and Suspend Service.

Then contact moderators as suggested earlier and ask them how to proceed with porting out her number since she will not be able to get a text to approve the transfer.  Use the links already provided to contact moderators.

[stanleyman]

 No, she has moved to a new provider to get a phone on a plan. So the phone would be ported to the Mobile provider. She wanted to stay with PM, but the phone she is replacing was not one she could get with PM. She was told because the sim was in the phone, there wouldn't be a way to move the number over.

[dabr]

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@stanleyman wrote:

My daughters phone was stolen yesterday. She has a Public Mobile account. She has had to get a new plan with a new phone and would like to port the number to the new phone. Problem is she doesn't have the original sim because it's been stolen. How does she port her existing number to the new phone/new provider if she can't get the code that get's sent to authorize the porting action? Does anyone know how that works? 

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@stanleyman    So the stolen phone was on a PM account? Also not clear are you asking about porting out her number to another provider or just having her number available for the new phone.   If the latter then she doesn't need a new account if she already has an active PM account.  She just needs a new SIM (from retailers like London Drugs/Walmart) and then log into her account and simply apply the change SIM function and then her number will be attached to the new SIM. 

[HALIMACS · Accepted solution]

You may wish to mark the stolen phone/SIM as lost/stolen in the respective self serve account. 

You can use the Change Sim feature to do this from the initial account self serve. 

If you ALREADY ACTIVATED a new account,  you may need moderator assistance to accomplish this:

To contact a moderator, there are 2 methods:

1. Use the ticketing system for a faster response time. Click here and type moderator assistance, then select account-related issue, then select you need a human now.  Follow the prompts to submit a ticket,  or, 
2. Send a private message to the moderator by clicking here  You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.