topic Re: Just transfered my number from bell and having issues with cellular connection displayed in Get Support

Just transfered my number from bell and having issues with cellular connection displayed

Giancarlo — Sun, 02 Jun 2024 02:53:57 GMT

I transfered over from bell and installed an esim from public but the cellular connection show "...." in the status bar and not 5g+ on an iphone 13 Pro.

I reset the network but that did not help and also updated the iOS to the lastest version but nothing.

Turned airplane mode on and off

Restarted the phone

None of these helped. Anyone have ideas?

Re: Just transfered my number from bell and having issues with cellular connection displayed

hTideGnow — Sun, 02 Jun 2024 02:57:14 GMT

hi @Giancarlo

but you were able to use the phone to make calls and receive calls?

you said it didn't show 5G+, but is 5G Auto 5G On options as network mode?

Update Carrier Profile first and then click Reset Network Settings again

Re: Just transfered my number from bell and having issues with cellular connection displayed

Daniela64 — Sun, 02 Jun 2024 03:49:10 GMT

but you were able to use the phone to make calls and receive calls?

Yes, phone can make and take calls and send SMS and use Data.

you said it didn't show 5G+, but is 5G Auto 5G On options as network mode?

That option is not available for eSIM on iphone but there is a mode 5g or greater.

Update Carrier Profile first and then click Reset Network Settings again

Yeah, can't do that either with eSIM.

Not really sure why I see the "...." where the network connect speed should be? I think I may have to remove the eSIM and reinstall it? But not sure about that.

Re: Just transfered my number from bell and having issues with cellular connection displayed

softech — Sun, 02 Jun 2024 03:54:52 GMT

@Daniela64 / @Giancarlo ,

eSIM would not and should not stop you from updating Carrier Profile (this is needed) and setting 5G On or %G auto on the line

It could be some issues with the activation, you probably need PM support to confirm the settings with your account on the system and might require re-provision, please open ticket with PM support:

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 "Log In", 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: Just transfered my number from bell and having issues with cellular connection displayed

Daniela64 — Sun, 02 Jun 2024 03:55:07 GMT

is 5G Auto 5G On options as network mode?

No such setting for eSIM settings.

How do you update the carrier profile as it does not show up in the eSIM settings.

Also I am thinking maybe to order a real SIM as this may be the issue.

Re: Just transfered my number from bell and having issues with cellular connection displayed

softech — Sun, 02 Jun 2024 03:58:59 GMT

@Daniela64 / @Giancarlo

to update Carrier Profile :

Settings > General > About., Follow the onscreen instructions to install your carrier update.

To set, or confirm, 5G Auto/5G On/4G:

Choose Cellular. Choose Cellular Data Options. Choose Voice & Data.

Re: Just transfered my number from bell and having issues with cellular connection displayed

Daniela64 — Sun, 02 Jun 2024 04:14:16 GMT

Can't submit a ticket there is some sort of issue with their form????

Re: Just transfered my number from bell and having issues with cellular connection displayed

Giancarlo — Sun, 02 Jun 2024 04:23:07 GMT

@softech

Thanks for your help, I have submitted a ticket. I'll have to wait and see.

P.S. the only profile setting there is to connect at 5g speed or higher which I have selected.

Re: Just transfered my number from bell and having issues with cellular connection displayed

Phil_Adelphus — Sun, 02 Jun 2024 15:02:04 GMT

@Daniela64 Can't submit a ticket there is some sort of issue with their form????

Assuming you are trying the chatbot, if it's not working for you you can send a private message to customer support using the second link @softech gave you earlier

Re: Just transfered my number from bell and having issues with cellular connection displayed

Daniela64 — Sun, 02 Jun 2024 16:12:34 GMT

Sorry, I didn't realize it but I cannot send text messages. I can receive but not send.

So for eSIM profiles on iPhone there is not setting for that only Connect at 5G or greater which I have changed.

Thank you

Re: Just transfered my number from bell and having issues with cellular connection displayed

hTideGnow — Sun, 02 Jun 2024 16:48:16 GMT

hi @Daniela64

you tried Reset Network Settings??

since you have the sms send problem, check with PM support agent and they might need to refresh your profile

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: Just transfered my number from bell and having issues with cellular connection displayed

Giancarlo — Sun, 09 Jun 2024 12:57:12 GMT

So I ordered a physical SIM and installed it and now everything works fine. So beware iphone users that SIM option is better when porting over or if you experience the same issues I had a SIM is the best.