topic Re: Having issues with Porting in Get Support

Having issues with Porting

TJ2025 — Tue, 10 Jun 2025 20:20:18 GMT

I moved to PM but the porting has failed and I am not able to use my phone on any network. My original provider has confirmed the account has now cancelled and I got confirmation it was a success, but it's not working. How do I speak to someone to get it working?

Re: Having issues with Porting

slusagm — Tue, 10 Jun 2025 17:30:27 GMT

sound like the account wasn't setup properly rather than porting. Ask PM to check

Since you cannot properly login, you won't be able to open the preferred Chatbot ticket. So, you will need to message them here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox between 9AM-10PM EST (Mon-Sun), check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Having issues with Porting

Chalupa_Batman — Tue, 10 Jun 2025 17:31:10 GMT

@TJ2025 wrote:
I moved to PM but the porting has failed and I am not able to use my phone on any network. My original provider has confirmed the account has now cancelled and I got confirmation it was a success, but it's not working. How do I speak to someone to get it working?

Hey @TJ2025

Did you take out the old providers SIM card? Put in PM's SIM card? Also, did you reboot with the SIM card in the phone? Another options that helps is to go into your Settings and reset Network Settings and reboot. Also, try your SIM card in another phone to see reprovision it. If you're still having issues, you can reach out to a CS Agent.

The Public Mobile chatbot is currently unable to create trackable tickets for members who are unable to log in. So for this reason, please use the following link to contact customer service.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

Re: Having issues with Porting

TJ2025 — Tue, 10 Jun 2025 17:33:35 GMT

I can log in to PM, I am only having having issues with the eSIM. I can't use the SIM in another phone or remove it. I'll see what the bot says

Re: Having issues with Porting

Chalupa_Batman — Tue, 10 Jun 2025 17:35:26 GMT

@TJ2025 wrote:
I can log in to PM, I am only having having issues with the eSIM. I can't use the SIM in another phone or remove it. I'll see what the bot says

OK. So if you're using an eSIM, go into your settings and set the eSIM up as primary and then reboot.

Which phone do you have and I may be able to walk you through it if you need help.

Re: Having issues with Porting

slusagm — Tue, 10 Jun 2025 17:35:49 GMT

make sure your phone has the old provider sim removed or disabled the old esim

make sure PM sim is enabled (or Turn on this line toggled on) , and set as Primary, then Reset network settings and test

if still unable to connect, no need to talk to chatbot, talk to PM by message them

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox between 9AM-10PM EST (Mon-Sun), check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Having issues with Porting

TJ2025 — Tue, 10 Jun 2025 17:41:53 GMT

It's the iPhone 12. I think I may have advertently deleted the eSIM. It had a physical SIM in from the previous provider, and an old UK eSIM. I thought I'd deleted the UK one. I have now removed the physical SIM and it's showing no SIMS at all. So I believe I need a new eSIM, does that mean I would have to purchase one or can PM re-issue the me with the same one?

Re: Having issues with Porting

Chalupa_Batman — Tue, 10 Jun 2025 17:43:16 GMT

@TJ2025 wrote:
It's the iPhone 12. I think I may have advertently deleted the eSIM. It had a physical SIM in from the previous provider, and an old UK eSIM. I thought I'd deleted the UK one. I have now removed the physical SIM and it's showing no SIMS at all. So I believe I need a new eSIM, does that mean I would have to purchase one or can PM re-issue the me with the same one?

Accidents happen. Just reach out to a CS Agent with the links offered and take a screenshot of the tracking number for your records. An agent can help you get a new one to get up and running!

Re: Having issues with Porting

TJ2025 — Tue, 10 Jun 2025 17:44:33 GMT

*inadvertently. But, I only just deleted the eSIM and it wasn't working before. For reference, I started the process over 12hrs ago. So I have waited the required time and followed the basic steps given, before messing.

Re: Having issues with Porting

slusagm — Tue, 10 Jun 2025 18:22:07 GMT

@TJ2025 once esim is deleted, you have to get a new esim or physical sim , so you shouldn't have delete it yet

but no worries, ask PM to help and they can sort it out

Re: Having issues with Porting

CSA_PM — Wed, 11 Jun 2025 11:57:32 GMT

Thanks for escalating! The client has already been in contact with an agent and the issue has been resolved.