topic Re: Failed to port number, activate eSIM in Get Support

Failed to port number, activate eSIM

Diane23 — Mon, 27 Nov 2023 16:24:17 GMT

Hi folks,

I'm a new customer coming from rogers. The Public Mobile app failed to active my eSIM. I tried using the QR code from the confirmation email, but that fails too. I've tried removing and reinserting the physical SIM card and rebooting the phone then trying again, but the eSIM still fails to activate.

Rogers has released my phone number, so now I have no cellular connectivity. Please help!

Re: Failed to port number, activate eSIM

hTideGnow — Mon, 27 Nov 2023 16:25:43 GMT

HI @Diane23

at this point, it is a eSIM problem. Please get it fixed first by submitting ticket with CS Agent here. They will either send you another QR code or advise further
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Failed to port number, activate eSIM

Handy1 — Mon, 27 Nov 2023 16:32:23 GMT

@Diane23 I’ll send you the porting team number private message and they can give status update on the port and re trigger it if needed . Will also leave you the direct link to support should they be needed aswell

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: Failed to port number, activate eSIM

Diane23 — Mon, 27 Nov 2023 16:27:47 GMT

Hi @hTideGnow hTideGnow,

I forgot to mention that I'm unable to submit a ticket. Every time I try I get either an "Unable to update your profile" or "404, error code:XXX". Is there another way I can submit a ticket or get support?

Re: Failed to port number, activate eSIM

hTideGnow — Mon, 27 Nov 2023 16:31:46 GMT

HI @Diane23

use message to submit ticket instead and you won't get that error

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

In case you get another error about HTTP, what you will need to do is to delete the message and retype them (not paste)

Re: Failed to port number, activate eSIM

FahdM — Mon, 27 Nov 2023 17:13:20 GMT

Hi @hTideGnow ,

I am having the same issue. I have added the subscription and transferred my number from Rogers but it appears I am unable to activate my E-SIM. I tried to scan the QR code but it does not allow me to activate the e-SIM so I am now without any service. Can you please help me create a ticket for this to be resolved ASAP? Thank you

Re: Failed to port number, activate eSIM

hTideGnow — Mon, 27 Nov 2023 17:16:04 GMT

HI @FahdM

I don't think you can do much yourself. please submit a ticket with CS Agent here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Failed to port number, activate eSIM

FahdM — Mon, 27 Nov 2023 17:21:26 GMT

Thank you for your reply. I have submitted a ticket explaining the issue. From reading other forum messages it seems that I need the back office to re-trigger the port request so that my transferred number will work on this newly activated eSIM, is that correct?

Thank you!

Re: Failed to port number, activate eSIM

lawalvin — Mon, 27 Nov 2023 17:25:13 GMT

I basically had the same problem! My number was successfully ported over from Fido, everything works except receiving phone calls!

Re: Failed to port number, activate eSIM

FahdM — Mon, 27 Nov 2023 17:38:06 GMT

Hi,

Have you submitted a ticket to get the call receiving fixed? I would love to know your steps to resolve this because I am sure it could happen to me too. Thanks!

Re: Failed to port number, activate eSIM

lawalvin — Mon, 27 Nov 2023 21:50:46 GMT

yes several agents have been chatting with me in the effort to solve the problem, they suggested "Disabling call forwarding" through the phone's settings, calling #67# #61# #62# #21# to disable all call forwarding features but as of now it's still not functioning as I wish they would. The last agent Flavius was very helpful and responsive, so I really appreciated her assistance but as of now she exhausted all the troubleshooting steps from her end so my case has been passed onto the technical team to investigate... I will keep you posted

Re: Failed to port number, activate eSIM

TimSam — Mon, 27 Nov 2023 21:50:26 GMT

I have the same issue. Ported yesterday from Fido, can make calls, text and receive texts, am connected to mobile data, but unable to receive calls. I noticed that when I plug in my old fido simcard, that my number is still linked with that SIM card, don't know if that's normal.

I am in contact with cs agent, but still without a solution.

Re: Failed to port number, activate eSIM

lawalvin — Mon, 27 Nov 2023 21:52:11 GMT

I tested different things out, I realized I can receive calls from Telus numbers only, nothing from other carriers apart from Telus. Is this also happening to you?

Re: Failed to port number, activate eSIM

hTideGnow — Mon, 27 Nov 2023 21:52:44 GMT

HI @TimSam

did you call the porting support team?

Re: Failed to port number, activate eSIM

TimSam — Mon, 27 Nov 2023 21:56:23 GMT

Yes did that last night

Re: Failed to port number, activate eSIM

TimSam — Mon, 27 Nov 2023 21:56:55 GMT

I only tried calling from Fido number

Re: Failed to port number, activate eSIM

lawalvin — Mon, 27 Nov 2023 22:26:34 GMT

try it with a Telus number if you can manage to find one. My work cell and my colleagues are with Telus, I can receive phone calls from them without issue, which is very strange... 😶

Re: Failed to port number, activate eSIM

TimSam — Mon, 27 Nov 2023 23:10:33 GMT

Bought a physical sim and now my phone # appears on the sim status page, but still no incoming calls. Can make outgoing calls, send/receive texts and have mobile data. Just missing the incoming calls

Re: Failed to port number, activate eSIM

computergeek541 — Mon, 27 Nov 2023 23:25:23 GMT

@TimSam wrote:
Bought a physical sim and now my phone # appears on the sim status page, but still no incoming calls. Can make outgoing calls, send/receive texts and have mobile data. Just missing the incoming calls

I would suggestin trying your old carrier's SIM card in a working phone and calling your number. If the call rings at your old carrier, the number has not been transfered.