topic Re: Can't set "My Number" on iPhone XR in Get Support

Can't set "My Number" on iPhone XR

Cobbydale — Sun, 21 Apr 2024 00:19:41 GMT

Apologies if this has already been asked - I did look but couldn't find anything related.

I transferred my old number from Rogers to PM using an eSIM. All seems good and voice, data and text seem to work. However, "My Number" is blank and though I can type in the transferred number, I can't save it. When I go to Messages I get a dialogue box telling me MMS messages can't be received without setting up "My Number". Other texts arrive OK. Any ideas?

Re: Can't set "My Number" on iPhone XR

hTideGnow — Sat, 20 Apr 2024 17:17:30 GMT

hi @Cobbydale

The problem is related with PM system, PM not able to setup text automatically with new accounts, that affects iMessage setup.

Support agent able to fix it. please submit a ticket with CS Agent using this Chatbot link: https://widget.telus.tiia.ai/publicmobile/publicmobile.html Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".

If any issue with ticket submission, you can submit by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Can't set "My Number" on iPhone XR

Cobbydale — Sat, 20 Apr 2024 17:29:12 GMT

Thanks "Mayor Edith" - I'll give it a go🙂

Re: Can't set "My Number" on iPhone XR

Cobbydale — Tue, 23 Apr 2024 18:28:28 GMT

CSA was very helpful and tried a few things including swapping in a new eSIM. All to no avail however. I was escalated to "technical support department" and I'm still waiting for a response 2 days later...

I did read of other people with similar issues (not able to save the number to the iPhone), and that there is some general issue with iMessage with Apple ports, so I suspect my solution will drop out of that larger fix.

Re: Can't set "My Number" on iPhone XR

Cobbydale — Tue, 30 Apr 2024 20:47:28 GMT

Turned out there was a phantom eSIM associated with the phone which was “catching” iMessages and needed clearing by the PM team. Took a few days but they were great at keeping me informed and checking back it was fully resolved. Very pleased with the way I was dealt with.