topic Re: What is the difference between the 2 lines in Get Support

What is the difference between the 2 lines

mum1 — Fri, 18 Apr 2025 19:19:00 GMT

It looks like PM has 2 lines? If gave me the option to label them & I had to pick what line I wanted for what, when signing up🤷‍♀️ I don’t know why there are 2 lines but I clearly did something wrong as I am having trouble sending texts, making & receiving calls, can someone break these down for me, I’m confused & at this point my phone is useless

thanks!!!

Re: What is the difference between the 2 lines

hTideGnow — Fri, 18 Apr 2025 19:21:55 GMT

hi @mum1

how many sim card or esim you have? they both Public Mobile? If you have only one Public mobile sim, the other non-PM should be removed or disabled. Public Mobile sim should be set as Primary

or can you show us what 2 lines you see? post us screenshot

Re: What is the difference between the 2 lines

mum1 — Fri, 18 Apr 2025 19:25:51 GMT

I was with Telus do have that dim in my phone (but I cancelled my service) and then I have PM eSIM.

Re: What is the difference between the 2 lines

hTideGnow — Fri, 18 Apr 2025 19:28:20 GMT

hi @mum1

is Telus a physical sim? if telus is physical sim , remove it. But if Telus is an esim, disable it (do not delete it yet). Then reboot phoen and Reset Network Settings. Go back and check if Public Mobile esim is set as Primary, if not, change it

Re: What is the difference between the 2 lines

mum1 — Fri, 18 Apr 2025 19:36:59 GMT

both are the same phone #

Re: What is the difference between the 2 lines

Dunkman — Fri, 18 Apr 2025 19:50:36 GMT

@mum1

Did your Telus account have a physical SIM card or eSIM? Did you port over your number from Telus?

Looks like that you have 2 eSIMs active. Try to turn off one of them and see what happens. If no different, turn off the other one instead.

Re: What is the difference between the 2 lines

hTideGnow — Fri, 18 Apr 2025 19:54:20 GMT

hi @mum1

look like the telus is a physical sim , remove it

then reboot phone, go back and you should see only PM sim there. Make sure it is set as Primary