topic Re: Porting issue in Get Support

Porting issue

H2Office — Sun, 21 Jul 2024 20:41:50 GMT

I ported from Telus and confirmed with my carrier via text I wanted to port. Received message from Public Mobile to restart phone (which I did).

Telus sim no longer works.

I can receive texts but not send. Can receive calls but not call out.

Have rebooted twice.

How can I get this fixed?

Re: Porting issue

Chalupa_Batman — Sun, 21 Jul 2024 20:50:07 GMT

Hey @H2Office

Try your SIM card in a different phone. Sometimes it needs a kick in the butt sort of speak. Also, you shouldn't need to but you can always do a network reset and then reboot.

Re: Porting issue

H2Office — Sun, 21 Jul 2024 20:51:25 GMT

Thank you for your reply. I forgot to mention that it is an eSIM.

Re: Porting issue

Phil_Adelphus — Sun, 21 Jul 2024 20:51:41 GMT

@H2Office Since you can receive but not send you need to contact customer service, open a ticket at the chat icon bottom right of this page. If that doesn't work for you send agents a private message using this link

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

You could try airplane mode on, wait a while and then off again first.

Re: Porting issue

H2Office — Sun, 21 Jul 2024 20:52:29 GMT

Sorry, I am not very tech oriented. How do I do a network reset?

Re: Porting issue

H2Office — Sun, 21 Jul 2024 20:53:17 GMT

Thank you. I will try as you suggested.

Re: Porting issue

slusagm — Sun, 21 Jul 2024 21:02:43 GMT

on Android

Goto the Settings App.
Select "System"
Select "Advanced"
Select "Reset Options"
Select "Reset Network Settings"

On iPhone

Settings > General > Transfer or Reset [Device] > Reset > Reset Network Settings.

Re: Porting issue

H2Office — Sun, 21 Jul 2024 21:23:03 GMT

Thanks for the instructions. Unfortunately it didn't work.

Re: Porting issue

H2Office — Sun, 21 Jul 2024 21:24:27 GMT

Tried airplane mode but, sadly, it did not work. Have submitted a ticket as you suggested. Thank you for the link. I couldn't get a helpful answer from the chat bot.

Re: Porting issue

Dunkman — Sun, 21 Jul 2024 21:55:12 GMT

@H2Office

Was your Telus phone number with a physical SIM or eSIM?

If physical Telus SIM card, remove the Telus SIM card from your phone and reboot.

If Telus eSIM, delete Telus eSIM or choose PM eSIM from your settings.

Re: Porting issue

H2Office — Sun, 21 Jul 2024 22:18:24 GMT

Thanks for the suggestion. Tried this but now instead of SOS the phone just has 3 black dots.

Re: Porting issue

H2Office — Sun, 21 Jul 2024 23:32:08 GMT

The agent got back to me and fixed the problem. He had us install a new eSIM. Thank you!