topic Re: Phone number not changing on eSIM in Get Support

Phone number not changing on eSIM

tabertown — Mon, 30 Sep 2024 16:46:28 GMT

Hi. I purchased a PM eSIM with a "temporary number." My primary number was on a physical SIM with Telus. I transferred my primary number from TELUS to PM. I got the SMS from Telus. I approved the transfer. Everything seems to have to have transferred. My primary number shows up properly on my profile in PM. I removed the physical SIM from my phone. I reset the network settings on the iPhone. I rebooted the iPhone several times. Texting and calling works.

However... the My Number setting on my iPhone still shows the temporary number from PM. It does not update to my primary number that I transferred over from Telus. I have tried to edit it on iPhone, but it does not allow a Save.

How do I get the My Number on my iPhone to update to the correct Primary Number?

Thanks.

Re: Phone number not changing on eSIM

slusagm — Mon, 30 Sep 2024 16:49:54 GMT

these are the steps advised by Apple support

Verify that I control the number by adding it to my Apple ID security info:
- Go to Settings > my name > Sign-in & Security.
- Next to EMAIL & PHONE NUMBERS, press "Edit".
- Press "Add email or phone number".
- Choose "Add a Phone Number".
- Follow prompts to add number and verify it by SMS or call.
Reset network settings:
- Go to Settings > General > Transfer or Reset iPhone > Reset > Reset Network Settings.
- Enter passcode.
- Wait for phone to restart.

Re: Phone number not changing on eSIM

tabertown — Mon, 30 Sep 2024 17:10:59 GMT

Thank you for the reply. That solution sounds like it should've worked. I did step one and the primary number is now showing in my profile. I completed step 2, but when I went to look my My Number it still shows the temporary number. I definitely own the Primary Number because I got the SMS to verify it under my profile. The primary number under my profile now states "You must have a SIM associated with an Apple device with that primary number". I know that I do because I verified the eSIM number and phone number on PM profile that matches the eSIM in my phone. And I got the SMS to my primary number from Apple so that all worked. I still can't seem to change the number to the primary number in the iPhone. It still shows the temporary number. Do I leave the physical SIM in my phone and it will switch to that physical SIM with my primary number? Or can the eSIM somehow update over the network to obtain the primary number showing in my PM profile?

Re: Phone number not changing on eSIM

tabertown — Mon, 30 Sep 2024 19:53:14 GMT

Hi. I just transferred the number on another iPhone and the number under My Number transferred properly. So, on iPhone #1 the number under My Number is still the "temporary number" from PM. However, the number under My Number on iPhone #2 is the proper number transferred from TELUS. I am not sure what is wrong with iPhone #1? The My Number on the eSIM is not updating. I am not sure what I can do to get the number to show properly on iPhone #1.

Re: Phone number not changing on eSIM

slusagm — Mon, 30 Sep 2024 20:30:15 GMT

one solution is to buy another eSIm using the app. Getting a replacement eSIM should be free. But the system might still charge your first, in such case, ask PM for reimbursement. Just open ticket with PM using the Orange Chatbot icon on the lower right. Type the question Submit ticket and select Contact Us to get to ticket open screen

or message them using this link:

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

Re: Phone number not changing on eSIM

tabertown — Mon, 30 Sep 2024 21:44:58 GMT

Hi. Thanks for your continued suggestions. I submitted a ticket to PM and shortly after the Primary Number showed up as My Number on the iPhone. I am not sure if they did some refresh at their end but everything seems to be setup properly now. Or maybe it was a coincidence and perhaps on some phones it takes more than 24 hours. BTW, when I did the same setup and transfer steps for a different number on a different iPhone the transfer and settings all showed up properly within an hour. Maybe it's a bit hit and miss.

Thanks again for taking the time to reply!

Re: Phone number not changing on eSIM

slusagm — Mon, 30 Sep 2024 21:48:57 GMT

I think it is more an iPhone problem, probably it takes 24 or 48 hours to refresh. But glad it worked in the end

Re: Phone number not changing on eSIM

Nms12 — Sat, 30 Nov 2024 19:03:52 GMT

This fixed the issue and removed the old physical sim that showed my old number. Also fixed the issue with iMessage displaying the temp number. Thanks!