topic Re: Trouble porting number in Get Support

Trouble porting number

Coffe — Fri, 24 Nov 2023 22:00:46 GMT

Hi, I'm porting my number over from fido and am having trouble activating my eSim. Checked my fido account and it's now canceled but everytime I try to activate this account its giving me an error.

Re: Trouble porting number

hTideGnow — Fri, 24 Nov 2023 22:14:11 GMT

hi @Coffe

check if you got the Welcome email and scam thr QR code there to install

Re: Trouble porting number

softech — Fri, 24 Nov 2023 22:14:22 GMT

@Coffe

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

If you missed the step to install by the app, 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 eSIM installation step), try to reboot your phone once.

If it still does not connect and if you have another active sim on the phone, disable those non PM sim (eSIM/Physical sim) using the SIM Manager on the phone or simply remove the physical sim.

And make sure the one associated with PM sim and your phone number is enabled.
(On iPhone: Settings->Cellular , make sure the PM eSIM is set as Primary on "Cellular Plan Label" and "Turn on This Line" is toggled on)

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 Bluetooth 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: Trouble porting number

calbean — Fri, 24 Nov 2023 22:56:05 GMT

Similar issue to OP. Was able enter payment details, got the "Welcome to PM" email with my invoice. When trying to activate in the app, it failed so I never got to the e-Sim step. When I go back into my app, it just shows my account over view, current data usage and subscription. I even got the text from my previous service provider to confirm my number port but I haven't done it as it seems my PM account is in limbo..

No QR code for the e-Sim in my welcome email either..

EDIT: Looks like it was mostly due to the high traffic. Activation process came back after waiting a while. Was able to activate and install my esim. Approved my number port as well, so hopefully smooth sailing from here

Re: Trouble porting number

Coffe — Sat, 25 Nov 2023 17:52:55 GMT

Just got it sorted with CS. They told me the number actually ported over just fine. I suspect that my phone was too old for eSIM (pixel 3), and it ended up getting stuck in the activation process. Got a physical SIM from the mall and support was able to manually add it to my account.