Porting my number from Fizz to Public Mobile

Anup
Anup Posts: 1 ✭✭
edited September 2023 in My Mobile

I am trying to port my number from Fizz to Public Mobile. I tried these steps but non worked so far. Public mobile recently informed me that Fizz did not accept the 12 digit IMEI. But, to my humble understanding IMEI is 15 digits, so I don't know what is going on.

  1. Requested porting through Fizz portal
  2. Received a confirmation message and answered YES for porting
  3. Public mobile reply that they encountered some issue
  4. Wrote to the Public mobile CS and they asked bunch of details which I provided

Recent reply from Public Mobile is below

"I checked the port status and tried submitting it again, however, it seems the Imei is not accepted as a confirmation information by the old service provider. We tried also with the account number and again, it was declined because it does not meet the required format of 12 digits. 

Could you contact the old service provider and check whether the information is correct and what can be used to submit the request?"

Can I get some help to resolve this please. It's been more two weeks since I had the connection.

Thanks

Best Answer

  • Jess_i88b6
    Jess_i88b6 Posts: 13,872 ✭✭
    edited September 2023 Answer ✓

    Hi @Anup

    Usually when you give the account number you need to fill with leading 0's, but ask the Fizz customer service to be sure

    You can chat in direct

    • Sign into your account

    • Follow the link on this page: https://fizz.ca/en/faq/im-unable-log-my-fizz-account-what-do-i-do

    • Wait 3 seconds for the green bubble with a '❔' appears at the bottom right of the browser, if you use a phone you must use it in desktop or horizontal mode

    • Choose the option 💬 chat

    • If the green bubble does not appear make sure your ad blocker is disabled, otherwise try with another browser.


    Or by private message on Facebook: https://www.facebook.com/fizzca/

Answers

  • Whizz
    Whizz Posts: 23,047 admin

    Hello Anup,
    I am sorry for the situation encountered, 
    I have verified your account and I can see that you have 2 mobile transfer requests to the other provider. 
    In regards to the 12 digits IMEI, your phone has 15 digits as you can see in your account > my phones section. 
    There must be some miscommunication that they require a 12 digit code. 
    Maybe they were speaking about the account number that has to be made out of 12 digits. Fizz account numbers are made out of 8 and you can add 4 zeros' at the end of the account number ( ********0000) and it will work. 

    Also, I would kindly advise to contact us via chat in order to help you with this from our end as well. 
    To reach out via chat> go to this link: https://fizz.ca/en/support
    Then click on the green bubble and then on chat. 

    On our end, your plan is active and you should be able to transfer it. The message was also sent to your and you have accepted it. 

    Here you can see some details about the number transfer: https://fizz.ca/en/faq/unsubscribe

    Thank you for your understanding!
    Have a good day!
    -Eugen

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