topic Re: Number Transfer Issue in Get Support

Number Transfer Issue

Keylani — Mon, 27 May 2024 17:41:42 GMT

Hi,

I have just requested to port my number to public mobile from my previous service provider, Koodo. I faced a problem activating my subscription during eSIM activation process and the public mobile app asked me to contact customer support agent. What shall I do?

Thank you

Re: Number Transfer Issue

softech — Mon, 27 May 2024 17:44:16 GMT

@Keylani

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)

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 private 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

Re: Number Transfer Issue

will13am — Mon, 27 May 2024 17:44:49 GMT

@Keylani , use the chat symbol on the list right corner of the Web page to initiate a support ticket.

Re: Number Transfer Issue

Keylani — Mon, 27 May 2024 17:48:24 GMT

Hi Softech,

There is no Public Mobile esim on my device and I have received the welcome email with no QR code. do you know how what is needed to be done from here

Re: Number Transfer Issue

MIROSLA — Wed, 29 May 2024 15:13:17 GMT

need to know my public mobile account number

Re: Number Transfer Issue

MIROSLA — Wed, 29 May 2024 15:13:47 GMT

and dont have access to account details