topic Re: SMS not working after switching from Virgin in Get Support

SMS not working after switching from Virgin

Jim-Hart10 — Thu, 12 Mar 2026 23:32:57 GMT

I cannot receive SMS text messages after switching 6 days ago from Virgin. I have reset network, on/off airplane mode, FaceTime and iMessage. Very frustrating with lack of traditional support. How can I fix my phone problem?

Re: SMS not working after switching from Virgin

Sansan — Thu, 12 Mar 2026 23:41:49 GMT

Did you remove the previous SIM card?

Go into your phone settings and enable your Public Mobile SIM or make it primary turn on this line.

Re: SMS not working after switching from Virgin

Jim-Hart10 — Thu, 12 Mar 2026 23:46:04 GMT

It was an eSIM from Virgin. I left the eSIM there during transfer as it said too. I don’t see any eSIM listed know only SIM

Re: SMS not working after switching from Virgin

Sansan — Fri, 13 Mar 2026 00:00:05 GMT

Ok, if the esim is no longer there and you've already done all that troubleshooting then you can message agents and ask for help.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Or if you cannot sign into your account them send a direct message to the link below.

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

Re: SMS not working after switching from Virgin

Jim-Hart10 — Fri, 13 Mar 2026 00:09:12 GMT

The first link takes me back to pm log in , the second link is a private message in public mobile

Re: SMS not working after switching from Virgin

computergeek541 — Fri, 13 Mar 2026 00:56:04 GMT

@Jim-Hart10 wrote:
The first link takes me back to pm log in , the second link is a private message in public mobile

That's by design. To make sure that it's your Public Mobile account, the ticketing system asks the user to sign in (although I find this redundant because a member would already be signed in). The private message link is to communicate with Public Mobile customer service, but only if the ticketing system fails.