topic Cannot install esim and lost ported number?? in Get Support

Cannot install esim and lost ported number??

Kenwong3 — Tue, 27 Jan 2026 07:21:42 GMT

Hi Public mobile team, hope all is well! I subscribed to a new plan, installed the app, and attempted to port existing number over to Public mobile. The process seemed to have failed, however, I received a text message to reply “YES” to proceed with the port. I replied “YES”, but now cannot install eSIM.

Re: Cannot install esim and lost ported number??

Handy1 — Tue, 27 Jan 2026 07:29:45 GMT

@Kenwong3 Have you tried rebooting the phone or reset network settings, try that see if it help if same then

send a private message To CS_Agent

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

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Re: Cannot install esim and lost ported number??

Kenwong3 — Tue, 27 Jan 2026 07:32:00 GMT

Restarted my phone and still unable to install Sim thru the app. Old service provider (Fido) no longer active or inservice as I am seeing a "SOS" label. Did I lose my ported number???

Re: Cannot install esim and lost ported number??

Handy1 — Tue, 27 Jan 2026 07:35:18 GMT

@Kenwong3 No SOS means your account / sim needs to be reprovisioned / reset . Easy fix for support in the back end . Just reach out to them and they can fix it. It’s bit late now so don’t expect a reply until tm sometime unfortunately though

Re: Cannot install esim and lost ported number??

Kenwong3 — Tue, 27 Jan 2026 07:40:47 GMT

I currently don't have any Public mobile sim or Esim installed though? I do have my old Fido SIM card inserted that's giving me the "SOS" label. I assume that's because Fido has already ported out my number?