Ported over but says no SIM

AFERNS — Thu, 28 Mar 2024 12:17:33 GMT

I ported over yesterday and I can receive phone calls/make phone calls ... but my phone does not show the public mobile network and it also shows no SIM.... but I installed an eSIM.

Please help!

Re: Ported over but says no SIM

Sansan — Thu, 28 Mar 2024 12:32:37 GMT

Did you check the SIM Manager on your phone to see if its there? Turn on or enable it. Reboot phone.

Re: Ported over but says no SIM

softech — Thu, 28 Mar 2024 12:32:16 GMT

@AFERNS

your esim was not really working. Your phone calls you got could be from your old provider.

For the porting, did you receive a porting confirmation text from your old provider and did you reply YES within 90 mins?

for your esim installation, check if the Public Mobile shows on the phone. There is a chance that the error was there because the Public Mobile esim is already installed and just not properly enabled

On Android: Check your Sim Card Manager and see if a Public Mobile eSim is there. If so, make sure it is enabled.

On iPhone: check Settings > Celluar and see if the eSIM is there. If it is, make sure the PM eSIM is set as Primary on "Cellular Plan Label" and "Turn on This Line" is toggled on

(if you don't see the Public Mobile esim there, check the Welcome email, there should be a QR code for the esim for you to scan and install manually)

And if the Public Mobile eSIM is there, disable or delete those non PM sim (eSIM/Physical sim).
If the non-PM sim is physical, remove it. If the non-PM sim is an esim, disable using the SIM Manager on the phone (or set as Secondary and turn off "Turn on this line" for this non-PM esim)

Then reboot the phone and 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, open ticket with PM support using Chatbot:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Login" and finally click "Click here to submit a ticket ↗"
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there

Re: Ported over but says no SIM

hTideGnow — Thu, 28 Mar 2024 13:17:42 GMT

HI @AFERNS

do you have both old and new sim/esim on the same phone? If showing no sim, you should not receive calls, unless you got mixed up with iMessage/Whatsapp type of calls

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Ported over but says no SIM

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