topic Re: SIM card does not working new phone in Get Support

SIM card does not working new phone

RhondaF58 — Wed, 03 May 2023 20:54:43 GMT

The SIM card I swapped out of my iPhone 11 to my iPhone 14 does not work. When trying to set up it said not compatible with eSIM. Only other option was to use QR code but Public Mobile does not have one. Any suggestions?

Re: SIM card does not working new phone

pmva — Wed, 03 May 2023 19:43:09 GMT

Is your iPhone 14 purchased from the US? US phones are esim only and PM does not provide esims. A Canadian iPhone 14 should be compatible with the same sized SIM (nano sim) as the iPhone 11. Does it work when put back into the 11?

Re: SIM card does not working new phone

RhondaF58 — Wed, 03 May 2023 19:48:33 GMT

I purchased the phone in Nova Scotia, an the SIM works fine when I put it back in my iPhone 11.

Re: SIM card does not working new phone

hycm53 — Wed, 03 May 2023 19:54:50 GMT

@RhondaF58 wrote:
I purchased the phone in Nova Scotia, an the SIM works fine when I put it back in my iPhone 11.

The phone you purchased in Nova Scotia is from trusted store such as Apple store?

Re: SIM card does not working new phone

RhondaF58 — Wed, 03 May 2023 20:02:11 GMT

Yes, purchased online from local Apple store

Re: SIM card does not working new phone

pmva — Wed, 03 May 2023 20:04:02 GMT

@RhondaF58 wrote:
I purchased the phone in Nova Scotia, an the SIM works fine when I put it back in my iPhone 11.

So there is a SIM slot that you put the PM SIM into and screen says that it's not compatible with eSIM? If you go into settings, is there an esim set up that needs to be deleted?

Re: SIM card does not working new phone

dust2dust — Wed, 03 May 2023 20:11:28 GMT

Did you step into the set up sim card options? Do you have an esim configured on the phone?

Can you switch to the sim you want to use? Can you do a full shut down restart and see what messages pop up if any?

Re: SIM card does not working new phone

RhondaF58 — Wed, 03 May 2023 20:20:51 GMT

I have no idea what an sim is or where to look. My new phone says “The SIM in your old iPhone does not support eSIM transfer. Contact Public Mobile for assistance.”

Re: SIM card does not working new phone

hycm53 — Wed, 03 May 2023 20:22:41 GMT

@RhondaF58 wrote:
Yes, purchased online from local Apple store

Go to Apple store for help.

Re: SIM card does not working new phone

dust2dust — Wed, 03 May 2023 20:26:20 GMT

You need get the phone out of thinking you're wanting or using an esim. I think you went into an option in the process that was not needed. Back out of that screen or whatever. Are you in the middle of the transfer information from the old phone?

Re: SIM card does not working new phone

RhondaF58 — Wed, 03 May 2023 20:48:50 GMT

The information transfer is done. The issue arose when I moved the SIM card into new phone. I contacted Apple and they said I would have to contact Public Mobile. I have just submitted a ticket. Thanks.

Re: SIM card does not working new phone

hycm53 — Wed, 03 May 2023 21:00:57 GMT

@RhondaF58 wrote:
The information transfer is done. The issue arose when I moved the SIM card into new phone. I contacted Apple and they said I would have to contact Public Mobile. I have just submitted a ticket. Thanks.

Can you make a call, send text and data works?

Re: SIM card does not working new phone

dust2dust — Wed, 03 May 2023 21:03:09 GMT

Can you connect to wifi with the sim in and go to settings, general, about and see if any updates happen? Do you have a working sim you can try in the phone? Can you make sure networks are set to LTE? Can you make sure you're on automatic networks if there is such a setting in an iphone.

There was another customer some time ago that had this qr problem. It's like the phone isn't seeing the sim. They got a new phone and everything worked as it should.

Re: SIM card does not working new phone

hycm53 — Wed, 03 May 2023 21:10:42 GMT

@RhondaF58 wrote:
The information transfer is done. The issue arose when I moved the SIM card into new phone. I contacted Apple and they said I would have to contact Public Mobile. I have just submitted a ticket. Thanks.

Try turn off esim or disable it on your phone settings if you can or delete esim on settings.

Re: SIM card does not working new phone

RhondaF58 — Wed, 03 May 2023 21:12:22 GMT

This is a brand new phone purchased today

Re: SIM card does not working new phone

RhondaF58 — Wed, 03 May 2023 21:12:53 GMT

Not in the new phone, no

Re: SIM card does not working new phone

RhondaF58 — Wed, 03 May 2023 21:13:47 GMT

My SIM works fine in my old phone, but not at all in new one

Re: SIM card does not working new phone

pmva — Wed, 03 May 2023 21:17:18 GMT

@RhondaF58 wrote:
The information transfer is done. The issue arose when I moved the SIM card into new phone. I contacted Apple and they said I would have to contact Public Mobile. I have just submitted a ticket. Thanks.

I think I understand what's going on. You're migrating from the old phone to the iPhone 14 and the transfer process is telling you you don't have an esim in the old phone. Have you taken the SIM out of the old phone and put it into the iPhone 14? You'll need to pop out the physical SIM tray and move the SIM card from the old phone to the new.

You should just ignore the error about eSIM because we know you don't have eSIM in the old phone since PM doesn't support eSIM. Apple is just trying to transfer the eSIM but there isn't one. It should be telling you to move the physical SIM card.

Re: SIM card does not working new phone

hycm53 — Wed, 03 May 2023 21:19:57 GMT

@RhondaF58 wrote:
My SIM works fine in my old phone, but not at all in new one

The newest iOS is 16.4.1, check your iPhone and update it. If still have issue bring your iPhone 11 and 14 to local apple store for help. I think it's iPhone issue.

Re: SIM card does not working new phone

dust2dust — Wed, 03 May 2023 21:20:48 GMT

Yes I understand it doesn't work in the new phone. Things can be non-functional new out of the box. It's been known to happen. Can you try a working sim from a friend or family member to see if it might work any differently? We know the problem isn't Public as the sim works in the old phone. So it's the phone. Shall I ask that you have in fact put the sim in the slot the proper way? There's probably only one way but you never know.