Activation issue

[Fawadali]

I made my mother an account and activated the esim on her S21 Ultra

she is not recieving calls or texts only she can make them. her number was ported but her rogers is still active?? how to fix thiz

[softech]

@Fawadali 

call the porting team and confirm

and make she removes the Rogers sim card, if physical,  or disable the Rogers esim.  Then reboot the phone and Reset network settings.  Make sure the Public Mobile esim is the only one active and showing up as Primary

[Fawadali]

she got the text and we texted back saying YES. Everything was done. She is only now able to make calls, she isnt receiving calls or texts. Her esim says active in settings 

[softech]

@Fawadali 

if her Rogers account is still active, the port was not completed.  Did she receive the porting authorization text from Rogers?  

A critical part to porting is to receive a text from your old provider and you have to reply YES within 90 mins.  If you are not receiving calls and text on your PM sim card, and only outgoing calls work, then you might have missed the step and hence porting was not completed

There is a number to call to talk to live support,  they can re-trigger the process for you.  I will message the number to you via the Community inbox ( https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage ) .  Check the envelope icon on top right.  Call them and get it fixed