topic Re: Phone number transfer in Get Support

Phone number transfer

LexiOV — Fri, 22 Dec 2023 20:19:37 GMT

I am a new customer and I thought I got the E-SIM card and transferred my current number but now I have no service and my phone says "no sim". Does it take some time or did I do something wrong?

Re: Phone number transfer

Andy85 — Fri, 22 Dec 2023 20:22:46 GMT

Hi @LexiOV

Have you checked your SIM manager or the screen of your device to if there was a Public Mobile esim?

If there was, you need to enable it and check if it is connection to the Public Mobile network.
If it doesn't want to connect and you still have other active sims in your phone, you'll need to any SIMs that are not associated with Public Mobile using the SIM manager (Or remove the physical SIM from your phone)

To make sure the esim associated with Public mobile is enabled along with your phone number.

If you are using an iphone:

go to settings and choose Cellular
set PM eSIM as primary on Cellular Plan Label
Turn on the option - Turn on This Line

Once you are done, click on "Reset all Networks". This will erase your wifi network but you can easily add it after.

If you have tried all this and it is still unsuccessful, please submit a ticket with our customer support team. You can do so by using the following link:

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

Please be sure to explain the issue to them. They will respond to you in your community inbox so check it from time to time. (Little envelope icon on the top-right of this page).

Re: Phone number transfer

softech — Fri, 22 Dec 2023 20:30:31 GMT

@LexiOV

since you have no service and no sim error, at this point it looks like a eSIM setup or eSIM provisioning issue and not related with the number porting

When you activated, dd 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: Phone number transfer

LexiOV — Fri, 22 Dec 2023 20:31:34 GMT

Thanks guys! I went through the steps again and figured it out

Re: Phone number transfer

Andy85 — Fri, 22 Dec 2023 20:33:34 GMT

You're welcome @LexiOV

Welcome to Public Mobile and Happy Holidays 🙂