topic Re: I have no idea what I’m doing… in Get Support

I have no idea what I’m doing…

JoJo84 — Thu, 21 Nov 2024 20:28:40 GMT

I cannot activate my eSIM and have seemed to have lost the number I was trying to port

Re: I have no idea what I’m doing…

hTideGnow — Thu, 21 Nov 2024 20:31:37 GMT

first, no worries, your number to port won't got lost because your esim was not setup on your phone. You still have your phone number, probably still with the old carrier if you have not replied Yes to a the porting authorization text from your old carrier

for the esim, were you using the app? If should have installed the sim on your phone. Check your Sim Manager and check if Public Mobile esim is there. If you are using iPhone, make sure it is set to Primary and Turn on this line is enabled

if the Public Mobile esim not showing on your phone, check your email for PM's welcome email. The esim qr code is there and you can scan and install

Re: I have no idea what I’m doing…

JoJo84 — Thu, 21 Nov 2024 20:36:30 GMT

I have tried some of this and I’m in a big mess with no active phone number

Re: I have no idea what I’m doing…

hTideGnow — Thu, 21 Nov 2024 20:39:00 GMT

hi @JoJo84

no worries, you have "no active phone number" just because your esim was not properly installed

May I know if you see the Public Mobile esim on your Sim Manager screen or Settings->Cellular

or if you want, you can also open a ticket with PM support first while we try to help you here

to open ticket with support, message them here

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

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: I have no idea what I’m doing…

JoJo84 — Thu, 21 Nov 2024 20:45:32 GMT

Thank for helping, sorry I don’t know what a lot of this means.

I deleted my old eSIM from Koodo before I hit yes so pretty sure I messed up. Then I accepted a new phone number, but the activation of the eSIM won’t work even with the QR.

PM shows up in Cellular, but not the eSIM

Re: I have no idea what I’m doing…

hTideGnow — Thu, 21 Nov 2024 20:47:43 GMT

HI @JoJo84

"PM shows up in the Ceullular".. mind to share the screenshot? It likely means the esim already installed

but again, if you are confused, better to ask PM support to help. You have messaged them yet? If not, use the link I provided above

Re: I have no idea what I’m doing…

hTideGnow — Thu, 21 Nov 2024 20:53:51 GMT

HI @JoJo84

which number is the one you want to bring into PM? 416 or 709?

And did you use physical or esim with Koodo? If physical, plese remove the Koodo sim card

(btw, your screenshot is showing your phone number, remove it , you don't want people calling you 🙂 Just click down error on the top right of the message and Edit Message and remove)

Re: I have no idea what I’m doing…

JoJo84 — Thu, 21 Nov 2024 20:59:54 GMT

Thank you… I had wanted to keep the 416 to port from Koodo, but thought that was the issue my eSIM activation wasn’t working, so I accepted a new number for 709.

With Koodo I used the physical SIM, but tried converting to eSIM an hour ago because I was confused. Either way, the SIM is out.

Re: I have no idea what I’m doing…

hTideGnow — Thu, 21 Nov 2024 21:02:37 GMT

hi @JoJo84

no , you don't convert that Koodo physical sim

Accepting the 709 number could be the problem here. But you are lucky the 416 number is from Koodo, PM and Koodo are both owned by Telus and PM support likely able to assign you back the number

Please message them using the link below (and dont delete 709 esim , wait for support to confirm before you do anything)

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

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: I have no idea what I’m doing…

JoJo84 — Thu, 21 Nov 2024 21:14:39 GMT

Thank you for your help, I have a CS attendant helping in the link you provided 🙏