topic Re: old eSIM old phone, new SIM new phone issues in Get Support

old eSIM old phone, new SIM new phone issues

Grets — Fri, 25 Apr 2025 15:23:47 GMT

UGH!

Just got a new phone, installed a physical SIM and made the change in my account. I can receive calls and make calls on my new phone.

Text messaging appears to be outgoing only on my new SIM, and incoming to those outgoing texts only come in on my old eSIM.

What the heck???

Any help would be appreciated.

Re: old eSIM old phone, new SIM new phone issues

slusagm — Fri, 25 Apr 2025 15:26:27 GMT

are you using iMessage or RCS? Look like the messages are still going to the old phones because iMessage and RCS works on Wifi. So, it is more a phone setup problem

turn off the old phone first. On the new one one , try Reset Network Settings.

and if you are using Android, uninstall and reinstall Google Message. or if on iPhone, remove the phone number from Settings. And wait 30 mins and reboot phone and reenter phone number on Settings to re-initiate iMessage

Re: old eSIM old phone, new SIM new phone issues

Chalupa_Batman — Fri, 25 Apr 2025 15:26:47 GMT

@Grets wrote:
UGH!
Just got a new phone, installed a physical SIM and made the change in my account. I can receive calls and make calls on my new phone.
Text messaging appears to be outgoing only on my new SIM, and incoming to those outgoing texts only come in on my old eSIM.
What the heck???
Any help would be appreciated.

Hello @Grets

If you've changed over from an eSIM to a physical SIM card and you've registered the new physical SIM card, you can deactivate or delete the old eSIM. But if it's going to the old eSIM still, it doesn't sound like you activated the new physical SIM card yet.

Re: old eSIM old phone, new SIM new phone issues

Yummy — Fri, 25 Apr 2025 15:32:06 GMT

Did you actually DID sim transfer?
Profile:

- Change phone number

- Change SIM number

- Transfer Phone Number

Re: old eSIM old phone, new SIM new phone issues

Grets — Fri, 25 Apr 2025 15:37:24 GMT

I can phone in and out on the new SIM - and text out on it as well.

Re: old eSIM old phone, new SIM new phone issues

Grets — Fri, 25 Apr 2025 15:38:14 GMT

RCS - though it seems to be SMS. It IS Google Message, so I'll try the uninstall and reinstall. Thanks!

I'll let you know

Re: old eSIM old phone, new SIM new phone issues

slusagm — Fri, 25 Apr 2025 15:40:19 GMT

@Grets

RCS is easy. You might want to also disable RCS on the old phone as well

on the new phone, after you uninstall, it will actually restore back the old version that came with the phone. Reboot phone and you can "update" to latest version from Google Play. After you install it, then test regular SMS before before turning on RCS

Re: old eSIM old phone, new SIM new phone issues

Grets — Fri, 25 Apr 2025 15:41:38 GMT

I did NOT change the phone number. I simply put the new SIM in my physical new phone, and in the account I changed the SIM number (that very long number). Everything works except incoming texts

Re: old eSIM old phone, new SIM new phone issues

Grets — Fri, 25 Apr 2025 15:53:46 GMT

HAHA - I uninstalled and reinstalled (or updated as that was the only option) and it is now asking for me to insert a SIM card to continue.

So I popped it out and put it back, but no joy there

Re: old eSIM old phone, new SIM new phone issues

slusagm — Fri, 25 Apr 2025 15:56:05 GMT

@Grets wrote:
HAHA - I uninstalled and reinstalled (or updated as that was the only option) and it is now asking for me to insert a SIM card to continue.
So I popped it out and put it back, but no joy there

did you do a proper sim card change on My Account or App? Login and go to Profile page (or Account page on app) and check if the sim card number is showing the new physical sim card. If not, you can update it there, and reboot the phone after 5 mins

if it is showing there but the sim does not work, it is a sim provisioning and you need to ask PM to check

Just open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA when login, you might need to use email to receive if you cannot receive the text on the phone.) Type the question Submit ticket and select Contact Us to get to ticket open screen
Or message them using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: old eSIM old phone, new SIM new phone issues

Grets — Fri, 25 Apr 2025 16:01:48 GMT

Yes - I checked the sim card number and it's correct. I'll open a ticket. Thanks.

Re: old eSIM old phone, new SIM new phone issues

Grets — Fri, 25 Apr 2025 16:33:49 GMT

With my son's assistance, he suggested I turn off RCS on my old phone (and I did) and now I get regular SMS messages, but it says RCS is not supported by Public Mobile? It was on my old phone ... so I'm not sure what the issue is now. But I think I'm getting all the texts in regular texting so it's not the biggest issue, but RCS is sure nice

Re: old eSIM old phone, new SIM new phone issues

Phil_Adelphus — Fri, 25 Apr 2025 17:48:16 GMT

@Grets but it says RCS is not supported by Public Mobile?

Public Mobile does support RCS, so I don't know why it would say that.

Re: old eSIM old phone, new SIM new phone issues

Grets — Sat, 26 Apr 2025 04:26:37 GMT

well, yes, because it was working on my old phone so that was my question

Re: old eSIM old phone, new SIM new phone issues

Phil_Adelphus — Fri, 25 Apr 2025 20:35:41 GMT

@Grets Have you tried toggling RCS chats off on the new phone, wait a minute or two and then toggle it back on again? BTW tap the v in a circle top right of your post and remove your screenshot since this forum is not private and it shows your phone number.

Re: old eSIM old phone, new SIM new phone issues

slusagm — Fri, 25 Apr 2025 20:40:45 GMT

Remove the screenshot as it contains your number

So, has PM come back to you and they have done anything yet?

Re: old eSIM old phone, new SIM new phone issues

Grets — Fri, 25 Apr 2025 20:42:12 GMT

I can't find a way to delete it. There is no option when I open the down arrows

Re: old eSIM old phone, new SIM new phone issues

Phil_Adelphus — Fri, 25 Apr 2025 20:44:15 GMT

@Grets Are you trying the v in a circle, which is at the top right within your post?

Re: old eSIM old phone, new SIM new phone issues

Grets — Fri, 25 Apr 2025 20:44:25 GMT

Managed to delete it. Thanks

They have not gotten back to me since I answered their last question

Re: old eSIM old phone, new SIM new phone issues

Grets — Fri, 25 Apr 2025 20:45:58 GMT

I did, and the 7th time I opened that up it gave me the option to edit. Thanks.

I have turned RCS off, waited, on, waited, off waited several times but what the heck I'll do it again

Thanks