topic Re: ESIM issue in Get Support

ESIM issue

yrl79 — Sat, 02 Sep 2023 16:07:10 GMT

Hello all,

I was porting from Telus esim to PM esim. When the PM esim was being installed, I received a text from Telus asking if I wanted to make the change. However when I reply Yes, the message failed to send out (seems the connection was already broken). Now I did receive welcome email (the email says my number was transferred) as well as text from PM, but the esim is showing sos only.

What do I do now?

Re: ESIM issue

softech — Mon, 28 Aug 2023 13:57:34 GMT

@yrl79 since you are doing eSIM to eSIM on the same phone, it is a bit tricker

you will need to disable your PM esim from the SIM Manager first (disable, NOT delete), enable the Telus eSIM and you should be able to reply the Telus text.

Once replied, you can reverse it back, disable the Telus eSIM and enable back the PM eSIM.

Reboot every 30 mins and you should see inocming calls coming to the PM eSIM

Add: Check https://www.publicmobile.ca/en/qc/get-help/articles/transfer-your-number

Step 2: "Ensure your old service provider's eSIM is turned 'On" , again this is to allow you to reply Telus text

Re: ESIM issue

hairbag1 — Mon, 28 Aug 2023 13:56:25 GMT

@yrl79

check your messages box as I've sent you a number to call for assistance porting your number.

Re: ESIM issue

yrl79 — Mon, 28 Aug 2023 14:00:03 GMT

Hey, well I deleted the Telus esimwhen I was trying to fix it on my own… because I remember it couldn’t be turned on (it was showing controlled by PM). Can I find another phone number to call Telus to finish the port? Assuming it didn’t finish due to the port msg failed to send.

Re: ESIM issue

softech — Mon, 28 Aug 2023 14:12:03 GMT

@yrl79

you can try to call the same porting team number provided by @hairbag1 . Telus owns PM and hence it is the same porting team for both. Ask if they can help to approve the porting on the Telus side

Re: ESIM issue

hTideGnow — Mon, 28 Aug 2023 14:30:46 GMT

HI @yrl79

you should keep your Telus eSIM

Now, you need to call Telus support and tell them what happened, they should be able to just move the number to your PM new account

Re: ESIM issue

yrl79 — Mon, 28 Aug 2023 17:52:50 GMT

Hi @softech @hairbag1 @hTideGnow, I know I should have kept it. Luckily I had a spare physical sim to use. The Telus port out is done (called in port team to re-initiate the porting) but my PM eSim is still SOS only. I dont think I ever received a temporary number to use.

Do you guys know what should I do now?

Re: ESIM issue

softech — Mon, 28 Aug 2023 18:07:21 GMT

@yrl79

if you check your Sim Manager, is the PM Sim card showing there? Make sure that is enabled. Also, disable the Telus physical sim. (If the phone ask you to reboot, follow it and reboot the phone)

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). Also, it is possible you have to reset it multiple times for it to work.

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