topic Re: I just transferred a phone number to Public Mobile using an eSIM... in Get Support

I just transferred a phone number to Public Mobile using an eSIM...

DrenK — Wed, 30 Oct 2024 00:08:08 GMT

I just transferred a phone number to Public Mobile using an eSIM...

Should I remove my old physical SIM? How do I know if everything was transferred properly?

Re: I just transferred a phone number to Public Mobile using an eSIM...

Handy1 — Wed, 30 Oct 2024 00:07:59 GMT

@DrenK Check you phone settings sim manger and make sure the eSIM is enabled / primary if you have iPhone toggle on “turn on this line” and remove physical SIM card and reboot the device and test .if your physical SIM card no longer works that’s also a good indication the port is complete

Re: I just transferred a phone number to Public Mobile using an eSIM...

Sansan — Wed, 30 Oct 2024 00:09:30 GMT

You can remove your old sim. Text someone. Have them text and call you. If your Public Mobile phone rings and your call connects, your good to go.

Re: I just transferred a phone number to Public Mobile using an eSIM...

computergeek541 — Wed, 30 Oct 2024 00:09:34 GMT

@DrenK wrote:
I just transferred a phone number to Public Mobile using an eSIM...
Should I remove my old physical SIM? How do I know if everything was transferred properly?

Removing the physical SIM card from the old carrier shouldnt' be necessary as long as your eSIM is set to be the the active SIM card. Does your old carrier's service still work? If your old carrier's service still works, that means that the phone number porting hasn't completed.

Re: I just transferred a phone number to Public Mobile using an eSIM...

DrenK — Wed, 30 Oct 2024 00:26:32 GMT

Calls are going straight to voicemail... phone isn't ringing.

Re: I just transferred a phone number to Public Mobile using an eSIM...

Handy1 — Wed, 30 Oct 2024 00:28:39 GMT

@DrenK Sounds like the port didn’t complete, I will private message you the porting team number , they can re trigger the port request if needed

Re: I just transferred a phone number to Public Mobile using an eSIM...

computergeek541 — Wed, 30 Oct 2024 00:28:48 GMT

@DrenK wrote:
Calls are going straight to voicemail... phone isn't ringing.

Is it going to voicemail that you set up at th old carrier? That would mean that porting isn't done yet.

Re: I just transferred a phone number to Public Mobile using an eSIM...

DrenK — Wed, 30 Oct 2024 00:35:24 GMT

Yes, it's going to the old carrier. What should I do?

Re: I just transferred a phone number to Public Mobile using an eSIM...

Sansan — Wed, 30 Oct 2024 00:39:16 GMT

Call the phone number that @Handy1 sent you and they will attempt it again. You would need to put back your sim card to reply to the text..

Did you reply before?

Re: I just transferred a phone number to Public Mobile using an eSIM...

DrenK — Wed, 30 Oct 2024 01:06:36 GMT

I called the number provided and was told the port was successful. And to come get support here. That the issue is with the phone number...

Re: I just transferred a phone number to Public Mobile using an eSIM...

Handy1 — Wed, 30 Oct 2024 01:07:50 GMT

@DrenK

send a private message To CS_Agent

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

Re: I just transferred a phone number to Public Mobile using an eSIM...

DrenK — Wed, 30 Oct 2024 01:47:29 GMT

The folks on the "Porting" line at Telus said the port was successful.

Help! Calls are being directly to my old provider's voicemail

DrenK — Wed, 30 Oct 2024 02:17:19 GMT

I transferred my phone number to Public Mobile using an eSIM.

I cannot received calls - they are going directly to my old providers' voicemail.

The folks on the "Port" support phone line said the Port was successful and to contact Public Mobile's support.

CS_Agent has told me to purchase another eSIM. Which I've done. Same issue. Now they're saying to buy a physical SIM...

I really need this phone number to work. Hoping someone can help.

Re: Help! Calls are being directly to my old provider's voicemail

hTideGnow — Wed, 30 Oct 2024 02:21:26 GMT

@DrenK

can you make calls? if you can make calls, it is not an esim problem

And did you get a text from the old carrier, did you reply Yes within 90 mins?

and can you receive inbound phone calls, especially from Non-Telus/Koodo/PM phone? If you cannot the port was not done

It could be an incomplete port. PM porting support team can help. I have sent you the porting support team number. Please check your Community inbox (envelope on top right), check for the number and call

Re: Help! Calls are being directly to my old provider's voicemail

Handy1 — Wed, 30 Oct 2024 02:21:53 GMT

@DrenK Then I’d go to Koodo/ Telus store and pick up physical SIM card or order one from amazon . Support will most likely reimburse you for it / give credit on account . Once you have sim in hand message them again to sim swap the number and you will be good to go . In all honesty I think physical SIM card better anyways it’s all I use and makes switching devices much easier just less hassle overall then eSIM . Look at it as blessing I disguise thou that doesn’t help you this very minute

Re: Help! Calls are being directly to my old provider's voicemail

hTideGnow — Wed, 30 Oct 2024 02:26:39 GMT

Oh @DrenK

you actually have called the porting team already?

then you need to buy sim card and try your luck. But I honestly don't see how this related with the sim card., if port was successful, the calls won't go to your old voicemail. Or any chance it went to your Apple Live Voicemail? Try to disable it

and if you need the sim card, buy a PM physical sim card form Telus or Koodo store or via Amazon:

Telus or Koodo store https://www.publicmobile.ca/en/on/pick-up-SIM
Amazon.ca https://www.amazon.ca/Public-prepaid-postpaid-Activate-Allinone/

Then message support agent and ask them to help to update your account with the new sim card:

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

Re: Help! Calls are being directly to my old provider's voicemail

DrenK — Wed, 30 Oct 2024 02:27:26 GMT

Yes- I can make calls!

And yes - I did get a message from old carrier and approved within 2 minutes.

Re: Help! Calls are being directly to my old provider's voicemail

hTideGnow — Wed, 30 Oct 2024 02:36:09 GMT

@DrenK wrote:
Yes- I can make calls!
And yes - I did get a message from old carrier and approved within 2 minutes.

HI @DrenK

I don't see why calls go to old carrier voicemail. I guess you rebooted your phone?

one quick way to fix issue like this is to rebuy a new esim (you can ask PM for reimbursement). Go to the PM app, login and "Buy sim card" from the Account page and choose esim. This should resolve your problem

Re: Help! Calls are being directly to my old provider's voicemail

DrenK — Wed, 30 Oct 2024 02:37:47 GMT

Tried turning off Apple Live. Unfortunately, that wasn't the issue.

Thanks for trying to help.

Re: Help! Calls are being directly to my old provider's voicemail

hTideGnow — Wed, 30 Oct 2024 02:41:04 GMT

HI @DrenK

do you have a physical sim or esim with your old carrier? can you put the old sim back and see if you have service? That can confirm if the calls really gone to the old carrier (and gone to the old voicemail)