topic Re: Phone won’t work in Get Support

Phone won’t work

KR6065 — Sat, 20 Dec 2025 08:07:10 GMT

I transferred my number from Rogers earlier today at 2:30pm and I still don’t have phone service

Re: Phone won’t work

Chalupa_Batman — Sat, 20 Dec 2025 00:57:07 GMT

@KR6065 wrote:
I transferred my number from Rogers earlier today at 2:30pm and I still don’t have phone service

Have you tried rebooting the phone? Also, do you still have the Rogers SIM card in your phone. Did you say yes to the port request from Rogers?

Re: Phone won’t work

KR6065 — Sat, 20 Dec 2025 01:00:22 GMT

SIM card is still in old Rogers phone. New phone is eSIM

Re: Phone won’t work

softech — Sat, 20 Dec 2025 01:20:43 GMT

@KR6065

there is a chance that the problem was there because the Public Mobile esim is 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, check the Welcome email, there should be a QR code for the esim for you to scan and install manually. If you cannot find it in Inbox of your email, check also the Spam box.

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

Re: Phone won’t work

KR6065 — Sat, 20 Dec 2025 01:28:58 GMT

When I go to settings I see my primary under SIMS and when I click on the number it goes to the next page that shows the phone is still with Rogers but my old phone with actual SIM is no longer usable

Re: Phone won’t work

KR6065 — Sat, 20 Dec 2025 01:33:21 GMT

I should add that I signed up with Public with a brand new phone that is eSIM enabled. Am I supposed to get another one from Public?

Re: Phone won’t work

hTideGnow — Sat, 20 Dec 2025 01:40:55 GMT

@KR6065 you have an old phone using Rogers sim and a new phone using PM eSIM?

check only the new phone and see if PM eSIM is there and if enabled with Turn on this line

(you just need the PM eSIM on the new phone and not the old one, unless you already installed it on the old phone)

And if you have an old phone with Rogers sim, reboot it and see if the Rogers service still work