topic Re: Impossible to activate? in Get Support

Impossible to activate?

Edison16 — Sun, 22 Dec 2024 02:43:32 GMT

My daughter just disconnected from Koodo, paid PM, got a welcome message from PM, but she is not connected to anything. « Impossible to activate » is the message she gets. No indication what issue is or how to resolve. Is there a solution?

Re: Impossible to activate?

Phil_Adelphus — Sat, 21 Dec 2024 19:59:43 GMT

@Edison16 Did she get a Public Mobile sim card or esim? Is she hoping to keep her phone number? Did she try to transfer her phone number from Koodo, and replied YES to their text authorizing the transfer? Or did she close her Koodo account before signing up for Public Mobile?

Re: Impossible to activate?

Edison16 — Sat, 21 Dec 2024 20:02:08 GMT

Yes, eSIM on iPhone 14. Got message from Koodo and replied YES. Got message saying her request had been processed and welcome to PM. Her settings say she has two accounts (main and business). No idea why. Both are the same number. Main is on Koodo and cannot be deleted. Business is on PM; can be deleted, but that’s not what we want.

Re: Impossible to activate?

Handy1 — Sat, 21 Dec 2024 20:02:42 GMT

@Edison16 She needs to download the PM app to activate . If she did has she rebooted the phone with PM sim in phone ?

Re: Impossible to activate?

Edison16 — Sat, 21 Dec 2024 20:03:27 GMT

Yes she has the app and yes she used it. SIM is eSIM.

Re: Impossible to activate?

Handy1 — Sat, 21 Dec 2024 20:04:04 GMT

@Edison16 In phone settings ensure she toggle

on “turn on this line” and reset network settings

Toggle on “turn on this line”

Re: Impossible to activate?

Edison16 — Sat, 21 Dec 2024 20:14:40 GMT

Thanks. Her phone’s settings are in French, so not an exact match to the above, but it pointed us in the right direction. Phone listed two services, one main and one business. Main was listed with Koodo, business with PM. I managed to turn off Koodo, rebooted, and PM now works. Thanks.