topic Re: Changing SIM Cards in Get Support

Changing SIM Cards

dustinmathieu — Wed, 24 Jul 2024 00:39:02 GMT

So here is the issue. I transferred to Public Mobile a few weeks ago. Everything went well to transfer my phone number over. I initially set up using an eSIM. I much prefer a physical SIM card, so I ordered one, and received it in the mail today. I changed the SIM card number in my account to one on the physical card. I inserted the card in my iPhone SE (fully updated), disabled the eSIM, but was never able to enable to physical SIM. The "Turn On This Line" would keep toggling off. I deleted the eSIM to see if that would make a difference, but that only messed things up further. I lost the option of enabling the physical SIM altogether. All I would see was "No SIM" or "SOS Only" at the top of my screen. This is an unusual problem, as I used to have a physical SIM card for my old carrier (Virgin). I finally resorted to spending another $5 to get another eSIM, which works fine.

Anyone have any ideas as to why the physical SIM was not working? I did notice it connect to Public Mobile for a brief moment, but then go off immediately, before I could try anything. As I said before, I much prefer a physical SIM to facilitate moving between devices.

Thanks, Dustin

Re: Changing SIM Cards

EB0 — Wed, 24 Jul 2024 00:59:13 GMT

@dustinmathieu

It looks like your SIM was not provision correctly

please use the link below for the chat bot to open a support case, so agent can look into it.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Re: Changing SIM Cards

eddieO — Wed, 24 Jul 2024 02:24:32 GMT

@dustinmathieu, did you try rebooting your phone after placing the new physical SIM card in? This worked for me once with my old carrier

Re: Changing SIM Cards

dustinmathieu — Wed, 24 Jul 2024 12:27:31 GMT

Yes, several times. Different combinations of SIM inserted & removed.

Re: Changing SIM Cards

dustinmathieu — Wed, 24 Jul 2024 12:28:01 GMT

Just did that. Waiting for reply from agent. Thanks!

Re: Changing SIM Cards

eddieO — Wed, 24 Jul 2024 12:44:01 GMT

@dustinmathieu, While you are waiting to hear back from a CS_agent, do you have access to another phone to test it on? By putting the same sim card in a new phone it would force the SIM to be reprovisioned and might fix the issue