topic Re: eSIM activation issue (tranfer from Virgin) in Get Support

eSIM activation issue (tranfer from Virgin)

Morandi — Sun, 24 Nov 2024 05:36:36 GMT

Hi,

I am trying to activate my eSIM and transfer my current phone number from Virgin Mobile, but I am running into the following issue:

To do this activation/transfer, the PM app asks me for a 13-digit contract number from my current provider. But my Virgin contract number only has only 9 digits, and the PM app refuses to accept it. (This 9 digit contract number is clearly written in my Virgin contract, and it is also shown when I login to my Virgin Mobile account).

I am now stuck at the eSIM activation process and don't know how to proceed...

Any help with this is greatly appreciated.

Thanks!

Re: eSIM activation issue (tranfer from Virgin)

hTideGnow — Sun, 24 Nov 2024 02:22:47 GMT

@Morandi

you are not stuck at esim activation yet, you are stuck at subscription at phone number transfer step

you can simply add four 0 in front of the 9 digit to make it 13 digit, that will work. Try

Re: eSIM activation issue (tranfer from Virgin)

Morandi — Sun, 24 Nov 2024 02:42:13 GMT

Thank you very much for your quick reply! It worked!

But I now see my phone is connected through BOTH Virgin (by its physical SIM) and also PM (I assume through the eSIM I just activated).

I have some "newbie" questions: what (new?) phone number now corresponds to the PM connection, and when/how it will be replaced by the one from Virgin? Am I supposed to get a message from Virgin to approve the transfer? And if I reply "yes" then Virgin will allow the transfer and terminate my contract?

Thanks a lot for your help!

Re: eSIM activation issue (tranfer from Virgin)

Morandi — Sun, 24 Nov 2024 02:46:16 GMT

OK, I just received a message from Virgin to accept the phone number transfer, and I replied "YES". So hopefully this will be my PM number soon! Thanks for your help.

Re: eSIM activation issue (tranfer from Virgin)

hTideGnow — Sun, 24 Nov 2024 02:48:44 GMT

hi @Morandi

now you want to reboot your phone with the Virgin sim card every 30 mins, then try to call yourself from another phone and the port is done when your Virgin sim got the inbound calls

Re: eSIM activation issue (tranfer from Virgin)

Morandi — Sun, 24 Nov 2024 02:58:19 GMT

Ok, thanks. I just rebooted the phone once and called my phone from elsewhere, but for now I still have both connections (Virgin and PM). I will retry in 20-30 minutes...

Re: eSIM activation issue (tranfer from Virgin)

Morandi — Sun, 24 Nov 2024 03:40:19 GMT

Hi Mayor,

The eSIM activation and phone transfer worked (and Virgin cancelled my line), but I now have the following problem: I can make outbound calls, but receive no inbound calls. More precisley:

(1) My cellular connection is now PM only (Virgin cancelled my line)

(2) I can call from my mobile (and I see that the caller ID that it sends is indeed my old phone number from VIRGIN)

(3) I have a 5G data

(4) But when I call my phone from any other phone, my PM phone does not ring, and I get "Your call was rejected by the service provider".

Any idea of what this can be and how I can fix this?

Thanks a lot!

Re: eSIM activation issue (tranfer from Virgin)

hTideGnow — Sun, 24 Nov 2024 03:49:56 GMT

hi @Morandi if your Virgin sim is physical, remove it. But if it is eSIM , doable it. Then reboot and test inbound calls again and see if you can receive on your PM line

if it calls still not come to your PM phone, reboot once more and click Reset Network Settings and test again

Re: eSIM activation issue (tranfer from Virgin)

Morandi — Sun, 24 Nov 2024 04:06:25 GMT

Hi Mayor,

Thank you for the quick reply. I removed the Virgin physical SIM, and rebooted, and tried with no success. Then I reset the cellular network settings and rebooted, but when I call my PM mobile from any other phone, I still get:

``The number that you dialed XXX XXX XXXX was rejected by the Service Provider. Reason is 480".

The problem seems to originate from PM (who "rejects" the inbound call) rather than my phone settings.

Not sure what to do now...

Thanks!