topic Re: No service in Get Support

No service

Catherine47 — Tue, 05 Sep 2023 20:33:58 GMT

Hi - I successfully (I think) loaded eSim card yesterday. Today my previous carrier confirmed the switch and no I have nothing.

Re: No service

hTideGnow — Tue, 05 Sep 2023 20:34:52 GMT

HI @Catherine47

do you see your phone connected to PM network?

and you have iPhone or Android?

Re: No service

dust2dust — Tue, 05 Sep 2023 20:35:14 GMT

Did you do a full power off restart of the phone? iphone or Android?

Re: No service

Catherine47 — Tue, 05 Sep 2023 20:36:04 GMT

IPhone and no my phone does not show PM anywhere…

Re: No service

Catherine47 — Tue, 05 Sep 2023 20:37:09 GMT

I will try restart.

Re: No service

softech — Tue, 05 Sep 2023 20:37:31 GMT

@Catherine47

if you cannot even make outgoing calls, it is a sim provisioning issue and not a porting issue.

check SIM manager to confirm if PM eSIM is installed and set as active

If you don't see PM eSIM there on your SIM Manager, 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 another active sim on the phone , disable them (eSIM/Physica sim) using the SIM Manager on the phone or remove the physical sim.

And make sure the one associated with PM sim and your phone number is enabled

Since you are on iPhone, make sure "Turn on This Line" is enabled under Settings->Cellular

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

Re: No service

dust2dust — Tue, 05 Sep 2023 20:37:37 GMT

Have a look at this image courtesy of another user LitLdy
https://productioncommunity.publicmobile.ca/t5/image/serverpage/image-id/91259i1148315DE9A37041/image-size/medium?v=v2&px=400

Re: No service

Catherine47 — Tue, 05 Sep 2023 20:40:45 GMT

Restart did not work.

Re: No service

hTideGnow — Tue, 05 Sep 2023 20:41:24 GMT

HI @Catherine47

Check if eSIM is installed activated on your iPhone. Open ‘Settings’ -> Tap on ‘Cellular’ or ‘Mobile Data,’. Then from the list of available plans, check each one and see if Public Mobile is there. Tell us what you see

Re: No service

Catherine47 — Tue, 05 Sep 2023 20:48:21 GMT

Thanks but mine looks nothing like that screenshot.

Re: No service

hTideGnow — Tue, 05 Sep 2023 20:51:20 GMT

HI @Catherine47

can you post your screenshot for us to tell what is it?

and did you go to Setttings->Cellular (or Mobile Data)? post us screenshots

you can also just submit ticket with agent and have them to assist or at least check if your account is activated properly

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

Re: No service

Catherine47 — Tue, 05 Sep 2023 21:15:49 GMT

Thanks for your reply. Helped me figure it out. Removed old sim. Restarted. Went to travel sim which was now public mobile. Yay. Changed it to primary. Now I think I’m in business!