topic Re: Transfer my number via eSIM in Get Support

Transfer my number via eSIM

Chiajoulu — Tue, 27 Jan 2026 01:33:27 GMT

hi, I transferred my mobile from Rogers to public mobile via eSIM. At the beginning, outgoing calls work, but incoming calls and SMS still do not work. So I tried to delete the esim and install it again, but the eSIM QR code can't work. And then l can not access any cellular service currently, including phone calls and sms. Please help me resolve the problem. Thank you.

Re: Transfer my number via eSIM

hTideGnow — Tue, 27 Jan 2026 01:35:10 GMT

hi @Chiajoulu

you shouldn't have deleted the eSIM, it was just a porting issue

check if you can login PM app to buy the new eSIM back, you need it. Login App, go to Account, then Puchase sim card and choose eSIM

if you cannot buy eSIM back, ask PM support agent to help, you can submit ticket by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Transfer my number via eSIM

Sansan — Tue, 27 Jan 2026 01:36:13 GMT

Deleting the eSIM was not something you are to do. So now you have to purchase a new one. If you cannot log into your account to buy a new one, you need to message PM agents for help.

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

Re: Transfer my number via eSIM

Chiajoulu — Tue, 27 Jan 2026 01:52:35 GMT

Hi, l purchased the new eSIM. But I faced a new issue that I cannot install the new one successfully.

esim installed failed

Chiajoulu — Tue, 27 Jan 2026 02:58:11 GMT

I accidentally deleted my eSIM previously and then purchased a new one. However, I can't install the new one via the app, and it continuously shows the following error message. Please help me resolve the issue. Thanks!

Re: esim installed failed

hTideGnow — Tue, 27 Jan 2026 02:58:09 GMT

HI @Chiajoulu

can you double check if the PM eSIM is already showing up on your Sim Manager or Settings-> Ceulluar?

if yes, then you need to manually enable it

but if it is not there you will need to ask PM support agent to help, you can submit ticket by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Transfer my number via eSIM

rai79 — Tue, 27 Jan 2026 03:29:58 GMT

Hi @Chiajoulu

It looks like your phone transfer was not completed properly. If you didn't respond YES to the approve the transfer within 90 minutes, it can cause the transfer to get stuck. Not to worry though, I have sent you a direct message with the phone number that you can call to re-trigger the porting process. Please check your messages for the phone number to call. Unfortunately, I am unable to post the number in the community forum.

Community inbox ( https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage )

Phone calls and SMS are not working

Chiajoulu — Tue, 27 Jan 2026 16:31:38 GMT

I ported my number from Roger to PM via eSIM yesterday. I am not able to get any incoming calls or SMS; only outgoing calls and cellular data are working.

Re: Phone calls and SMS are not working

hTideGnow — Tue, 27 Jan 2026 16:50:23 GMT

hi @Chiajoulu

Did you get a text from the old carrier, did you reply Yes within 90 mins?

and can you receive inbound phone calls, especially from Non-Telus/Koodo/PM phone? If you cannot the port was not done

It could be an incomplete port. PM porting support team can help. I have sent you the porting support team number. Please check your Community inbox (https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage), check for the number and call.

And in case the poring team cannot help and ask you to submit ticket (or you rather submit ticket anyway), you can submit ticket by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage