Try to port over a phone

This has been an absolute pain.

I currently have a public mobile phone plan (they are owned by Telus)

I received a promo offer from Telus through my public mobility email.

I go to use the promo on-line, and Telus keeps telling me that it is an invalid number (it is an active promo)

If I sign into my Telus internet account, it keeps telling me that I don't have a cell phone account with them (I know). And won't allow me to proceed.

When I try to go on-line as a new customer, it won't accept the promo code and tells me that it is invalid.

When I phoned in as an existing customer, they told me they had to transfer me to retention???, after 20 minutes on hold, I hung up.

Any suggestions