Lost data service

PamelaMunc — Tue, 20 May 2025 22:09:19 GMT

I recently Purchased a new eSIM card and my phone wouldn’t except it now I can’t get back into my old phone and it’s only giving me SOS

Re: Lost data service

CSA_PM — Tue, 20 May 2025 22:16:52 GMT

Hi there, I’ve looked into it and see that the issue was already handled by another agent. Let me know if any further help is needed

Re: Lost data service

softech — Tue, 20 May 2025 22:18:44 GMT

@PamelaMunc

After you bought the new esim, the old physical sim would no longer eork. Check if the new esim is already installed and just not properly enabled

On Android: Check your Sim Card Manager and see if a Public Mobile eSim is there. If so, make sure it is enabled.

On iPhone: check Settings > Celluar and see if the eSIM is there. If it is, make sure the PM eSIM is set as Primary on "Cellular Plan Label" and "Turn on This Line" is toggled on

if you don't see the Public Mobile esim there, you will need to message support for help. use the link at the end of my reply

If the Public Mobile eSIM is there, disable or delete those non PM sim (eSIM/Physical sim).
If the non-PM sim is physical, remove it. If the non-PM sim is an esim, disable using the SIM Manager on the phone (or set as Secondary and turn off "Turn on this line" for this non-PM esim)

Then reboot the phone and click Reset All Networks on your phone and it will work. (Please note that Reset all Networks will also erase your saved Wifi and Bluetooth connections, but you just need to add them back after). Also, it is possible you have to reset it multiple times for it to work.

if it still does not work, open ticket with PM by private message CS Agent using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there will reply to you there

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Lost data service

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