topic Re: nothing is working how it is supposed in Get Support

nothing is working how it is supposed

fpenrod1980 — Wed, 24 Apr 2024 01:13:49 GMT

hello! I just switched over from Bell to Public and got an e-sim, however, basically nothing is working correctly. Would anyone be able to help me?

these are the issues I am facing

- I can only message from an apple id, not my phone number and when people try to message me it shows a green bubble, not a blue one

- I can't make any calls

I don't know if my number ported properly and I need help fixing this issue ASAP. my son also set up an account with public and is facing the same issue. I still have my bell sim, but not on my phone though.

the only thing I can use for sure is my data but nothing else.

Re: nothing is working how it is supposed

hTideGnow — Wed, 24 Apr 2024 01:19:57 GMT

HI @fpenrod1980

you cannot make any calls, but how about data, does data work? is the eSIM showing connected to PM network?

Re: nothing is working how it is supposed

softech — Wed, 24 Apr 2024 01:22:54 GMT

@fpenrod1980

first, there is a known problem with text.

But since you said you cannot even make calls, let's check if you have properly installed the eSIM and if it was enabled

First, 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)

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, set that non-PM esim 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 direct message:

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