topic Re: Transfer troubleshooting in Get Support

Transfer troubleshooting

Sukhpreet_01 — Sat, 22 Jul 2023 21:36:42 GMT

I have transferred my number from Fido to an e-sim public mobile with same phone number. But, I am unable to make calls and I have did the payment as well. Kindly respond.

Re: Transfer troubleshooting

softech — Sat, 22 Jul 2023 21:39:49 GMT

@Sukhpreet_01 the making calls issue is because the account is either not provisioned properly or the installation of the eSIM profile

Did you get to the eSIM installation step? Either the app will ask for your permission to do it for you automatically, or you will get a QR code to install yourself.

If you missed the step, there is a QR code in your Welcome email. Open it from a computer, or another device, then use your phone to scan it to install the eSIM profile on your phone

Once you installed the eSIM profile, (or If you got passed that step), try to reboot your phone once.

If it still does not connect and if you have any active sim on the phone , disable them (eSIM/Physica sim) or remove the physical sim. Then click Reset All Networks on your phone and it will work. (Please note that Reset all Networks will also erase your saved Wifi and Bluetoosh connections, but you just need to add them back after)

if it still does not work, please open ticket with PM support

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened. CS Agent will reply to you there

Re: Transfer troubleshooting

Chalupa_Batman — Sat, 22 Jul 2023 21:40:01 GMT

You ported the Fido number to Public Mobile? If so, did you wait for the text from Fido asking your permission to port the number? People tend to forget that step. If you missed it, put your Fido SIM back in or into another phone to get that text. You may need to call Fido to send that text again. Thoughts?

Re: Transfer troubleshooting

Sukhpreet_01 — Sat, 22 Jul 2023 21:49:22 GMT

My outgoing calls are not working. I just want a refund from Public Mobile as I don’t want to port the number.

Re: Transfer troubleshooting

sdelvo — Sat, 22 Jul 2023 22:51:16 GMT

I had a similar issue. I got help from a customer service agent but they were also unable to get the service to work. Reloading the esim was the solution.

Re: Transfer troubleshooting

hTideGnow — Sat, 22 Jul 2023 23:11:39 GMT

hi @Sukhpreet_01 it is not a porting problem if you cannot make outbound calls. Open ticket with CS Agent and they need to complete the sim activation for you

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Transfer troubleshooting

esjliv — Sat, 22 Jul 2023 23:34:53 GMT

@Sukhpreet_01 wrote:
My outgoing calls are not working. I just want a refund from Public Mobile as I don’t want to port the number.

@Sukhpreet_01 - if you didn't respond to the Fido port approval request from Fido, then your number will stay with Fido.

But as for a refund from public mobile that may be a different problem. It is a prepaid service here, so you pay first then get services. If Public can get your esim working would you stay with public?

Have you restarted your phone since you choose and paid for a public plan? You may also try a reset of the device's network settings to try and help with services.

NOTE, we are not public employees here in the Community Get Support forum. Ways to contact Public Mobile Customer Support (CSA) below:

1-Normally Faster - use this link to: Get Help With Public Mobile Chatbot], also found in various places in Public webpages, OR

2-go to your envelope at the top right of your Community Account which is where your Inbox and Sent messages are. Select the orange/peach color box with the pencil inside it to start a new message. Type CS_Agent in the SEND TO box. This will create a private message to Public Mobile Customer Support (link is provided in #3 below as well).

3 -Use this link (same as #2) Private Message to Public Mobile Customer Support Agents (CSA)