topic Re: Transfer Failure? in Get Support

Transfer Failure?

Agnely — Mon, 10 Jun 2024 03:41:28 GMT

Just subscribed and after waiting for a couple hours, I still am not able to text or call nor is my cellular data working. Please help, thank you!

Re: Transfer Failure?

computergeek541 — Mon, 10 Jun 2024 03:42:17 GMT

@Agnely wrote:
Just subscribed and after waiting for a couple hours, I still am not able to text or call nor is my cellular data working. Please help, thank you!

This sounds as if it coudl be an account set up/service provisioning issues. Please opne a ticket using the chatbot. https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Re: Transfer Failure?

Agnely — Mon, 10 Jun 2024 03:43:59 GMT

thank you I will try

Re: Transfer Failure?

Dunkman — Mon, 10 Jun 2024 03:52:11 GMT

@Agnely

As you wait for CSA help who may not respond until tomorrow morning, you can try a few basic troubleshooting advice: Reboot your phone, Network reset of phone (this will erase any saved Wifi passwords).

If you ported your number, did you respond yes to your previous carrier's port request text?

Re: Transfer Failure?

Agnely — Mon, 10 Jun 2024 03:59:30 GMT

yes, I replied YES

Re: Transfer Failure?

Dunkman — Mon, 10 Jun 2024 04:07:56 GMT

@Agnely

Any luck with reboot of phone? network reset of phone?

If you have your old carrier SIM card, try to re-insert in your phone. Any service?

Re: Transfer Failure?

computergeek541 — Mon, 10 Jun 2024 04:10:37 GMT

@Agnely wrote:
yes, I replied YES

There very well could be a porting issue, but the part about outgoing text messages and data not working aren't porting issues. This means there's at least something else going on that needs to be addressed.

Re: Transfer Failure?

Agnely — Mon, 10 Jun 2024 04:10:30 GMT

I did network reset. And I have both physical sim - Virgin and ESIM - Public Mobile, I will try to take out physical SIM card now

Re: Transfer Failure?

Agnely — Mon, 10 Jun 2024 04:14:40 GMT

I can receive texts but then I cannot send texts

Re: Transfer Failure?

Dunkman — Mon, 10 Jun 2024 04:23:18 GMT

@Agnely wrote:
I can receive texts but then I cannot send texts

@Agnely

What happens when you removed Virgin SIM card? Then select the PM eSIM in your phone settings.

Does data work? What about incoming or outgoing phone calls?

Re: Transfer Failure?

Agnely — Mon, 10 Jun 2024 04:24:44 GMT

data and incoming and outgoing calls work. Also, incoming texts work but, the only thing not working is outgoing texts. iMessage works just not default texts.

Re: Transfer Failure?

computergeek541 — Mon, 10 Jun 2024 04:28:22 GMT

@Agnely wrote:
data and incoming and outgoing calls work. Also, incoming texts work but, the only thing not working is outgoing texts. iMessage works just not default texts.

Is the SMS setting enabled?

Re: Transfer Failure?

Agnely — Mon, 10 Jun 2024 04:32:30 GMT

iMessage is turned on, send as SMS is turned on

Re: Transfer Failure?

Dunkman — Mon, 10 Jun 2024 04:38:48 GMT

@Agnely wrote:
iMessage is turned on, send as SMS is turned on

@Agnely

At least more features are working now. Looks like more a setup issue for your iPhone versus a PM service or porting problem.

Maybe remove the phone number from iMessage. Then add the phone number back to iMessage.

Toggle airplane mode on, then off.

Or try another network reset of phone.

Re: Transfer Failure?

Agnely — Mon, 10 Jun 2024 04:42:06 GMT

Ok I will try these again, thanks for your help!