topic Help！No sim！ in Get Support

Help！No sim！

Fran22 — Fri, 26 Jul 2024 00:28:55 GMT

1. I scanned the QR code and followed the steps to install the eSIM profile on my iphone. After that i rec'd a text message from Fido to confirm if i wanted to port the number. I replied yes.
2. Then i removed Fido sim card from the tray
3. I did this too On iPhone: Settings->Cellular , make sure the PM eSIM is set as Primary on "Cellular Plan Label" and "Turn on This Line" is toggled on)
4. Then I Reset All Networks
the problem is:
a. I am able to receive phone calls and use cellular data but on top right corner i see no bars and swipe down screen shows "No SIM".
b. I am also unable to receive or send text messages/ 2FA messages...

Re: Help！No sim！

eddieO — Fri, 26 Jul 2024 00:34:18 GMT

@Fran22, how long has it been since you requested to transfer your number? It typically takes an hour or 2. If you've waited that long, have you restarted your phone? Are you able to receive calls on your phone? If not it sounds like the porting has either not finished or something has gone wrong. If this is the case you will need to contact a CS_agent to see on there end what can be done. Click on the orange round circle in the bottom right, then type: Customer Support Agent

Re: Help！No sim！

Fran22 — Fri, 26 Jul 2024 01:25:52 GMT

how long has it been since you requested to transfer your number?———five hours

have you restarted your phone?———Yes yes many times

Are you able to receive calls on your phone?———Yes

BUT on top right corner i see no bars and swipe down screen shows "No SIM".
AND I am also unable to receive or send text messages/ 2FA messages

😭😭😭

Re: Help！No sim！

eddieO — Fri, 26 Jul 2024 01:32:13 GMT

@Fran22, it sounds like your eSIM was installed and just not properly provisioned. You'll need a CS_agent to complete this on their end.

You will need to open a ticket through the Chatbot: https://widget.telus.tiia.ai/publicmobile/publicmobile.html
(and then type: Customer Support Agent)

Or, if you are having trouble with the Chatbot try sending a private message to:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)

Re: Help！No sim！

softech — Fri, 26 Jul 2024 01:32:38 GMT

@Fran22

look like the esim was not provisioned correctly. Easy fix for PM support but you just need to engage them by direct 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