topic Esims showing the same numbers but one works and the other doesn’t in Get Support

Esims showing the same numbers but one works and the other doesn’t

Knockknock — Wed, 13 Sep 2023 13:54:11 GMT

Just switched back to Public Mobile. Opted to use esims instead of actual cards. It has now been been about 15 hours since the change over. Once the porting completed I now have two SIMS with the same number. The SIM labeled Travel works and the SIM labeled Primary doesn’t. Worst of all is the Apple sent me a message saying that the phone number i have is recognized by apple but my phone (same phone) is not. I have 30 days to resolve the problem with them. What the heck is going on?

Re: Esims showing the same numbers but one works and the other doesn’t

Handy1 — Mon, 11 Sep 2023 11:37:00 GMT

@Knockknock Try resetting network settings see if that helps . If no luck you can use this direct link to support to investigate for you

send a private message To CS_Agents click

VVVVV Link below VVVVV

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

Re: Esims showing the same numbers but one works and the other doesn’t

softech — Mon, 11 Sep 2023 12:05:03 GMT

@Knockknock

can you make outgoing calls with the PM eSIM? does it connect to PM networks?

If it still does not connect andif 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 and relabeled as Primary (On iPhone, "Turn on This Line" 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: Esims showing the same numbers but one works and the other doesn’t

Knockknock — Mon, 11 Sep 2023 12:10:17 GMT

Sorry my bad, problem fixed. When the new Public Mobile SIM got installed it got labeled as “Travel”. The other SIM labeled (Primary) was previously installed by Bell, not PM. I was assuming both SIMS had been installed by public mobile because I received a message that I would get a temporary number until the porting had been completed. I guess I need to get educated on Esims now. 😐

Re: Esims showing the same numbers but one works and the other doesn’t

softech — Mon, 11 Sep 2023 12:25:11 GMT

yup. The Primary settings is usually the confusion with dual eSIM on iphone

Great it works. So, porting done too? you replied message to your old provider? if you did, reboot your phone every 30 mins until you are getting incoming calls

Re: Esims showing the same numbers but one works and the other doesn’t

LitlLdy — Mon, 11 Sep 2023 12:26:55 GMT

@Knockknock wrote:
Sorry my bad, problem fixed. When the new Public Mobile SIM got installed it got labeled as “Travel”. The other SIM labeled (Primary) was previously installed by Bell, not PM. I was assuming both SIMS had been installed by public mobile because I received a message that I would get a temporary number until the porting had been completed. I guess I need to get educated on Esims now. 😐

@Knockknock ohhhh, makes sense! @softech was correct when saying “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 and relabeled as Primary (On iPhone, "Turn on This Line" under Settings->Cellular).”

Re: Esims showing the same numbers but one works and the other doesn’t

Knockknock — Mon, 11 Sep 2023 12:30:38 GMT

everything works 👍