topic Re: Stuck trying to install ESIM and transfer number in Get Support

Stuck trying to install ESIM and transfer number

dannyhaitran — Wed, 26 Jul 2023 18:46:35 GMT

Trying to switch service providers and am stuck on the step to install ESIM after downloading the phone app. number is currently not working as I believe it's being ported. I got a text from my previous service provider about the request. I'm not sure what to do now as the app crashed and now when I open the app again, it's saying

"ALREADY HAVE AN ACTIVE SUBSCRIPTION

You have an active subscription with Public Mobile. Please visit My Account or go to the Public Mobile app to manage your subscription, check your usage, purchase add-ons and more."

Next page:
"

We’ve noticed you have an active Public Mobile service and would like to confirm your full access.

A 6 digit code associated with your EverSafe ID will be sent to

phone number

. We will need you to confirm this number.

But I'm not getting any text as of yet.

Re: Stuck trying to install ESIM and transfer number

Handy1 — Wed, 26 Jul 2023 18:51:33 GMT

@dannyhaitran try tapping resend code few times .Do you not get option to send code to email instead ? Did you reply YES to your old provider to confirm the text to port within the 90 minute window ? And does the old provider SIM card still work . But to be safe please submit ticket with support to investigate for you

private message To CS_Agents click

VVVVV Link below VVVVV

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

Re: Stuck trying to install ESIM and transfer number

dannyhaitran — Wed, 26 Jul 2023 18:51:44 GMT

I did reply YES and the old sim card does not work anymore.

Re: Stuck trying to install ESIM and transfer number

Handy1 — Wed, 26 Jul 2023 18:54:19 GMT

@dannyhaitran Then that’s a good sign the port went thru try rebooting the phone . Or rest network. Settings . If still no luck . Please submit ticket with support to re provision the sim for you

private message To CS_Agents click

VVVVV Link below VVVVV

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

Re: Stuck trying to install ESIM and transfer number

softech — Wed, 26 Jul 2023 18:55:14 GMT

@dannyhaitran ok, we might be dealing with esim installaton or porting

can you even make outgoing calls? if you cannot make outgoing calls or unable to connect , this is an esim problem

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: Stuck trying to install ESIM and transfer number

dannyhaitran — Wed, 26 Jul 2023 19:01:39 GMT

I must say the speed at which you replied to my question is crazy. In all the forums/communities that I've been with, I'm pretty impressed.

Re: Stuck trying to install ESIM and transfer number

Handy1 — Wed, 26 Jul 2023 19:02:41 GMT

@dannyhaitran We are all just happy to help here and thank you