ESim & Number transfer error

[ChloeSchreiber]

Someone please help! I went to switch carriers today from Telus to PublicMobile. I opted for the eSim as it seemed easier than waiting to get a physical SIM card. I followed all the steps to setting up my new plan and eSIM. When I received my text message from Telus asking for confirmation to switch providers, once I texted back with the confirming "yes" I went back to the public mobile app it said it had timed out. I refreshed the app and upon returning it, had sent me to the step before the eSIM set up (the transferring number) step. I'm unable to activate my eSIM now as on the PM app it still thinks I need to transfer my number and recieve the SMS from Telus (which i've already done) but I cannot do it again as Telus has already confirmed the number transfer. Now I am left with an un-usable number and no data coverage from either provider. I have reached out to PublicMobile support and sent in a ticket but I dont know when I'll hear back and I can't go long without a functioning number or data. I've already paid for the PM plan but have no way of cancelling it or figuring out my next steps as whenever I enter the app I am stuck in the "set up" option with no where else to go. My biggest fear is that I will lose my number entirely. If anyone has had a similar experience or knows what to do, please let me know! I have an iPhone 13 for reference!

UPDATE:

I've spoken to the some PM agents over private message and have instructed me I need to buy a physical SIM as the eSIM failed to activate. I have ordered one off amazon now. My question to you is, what are my steps after I recieve the SIM card?

[slusagm]

@ChloeSchreiber 

do you see a Public Mobile eSIM at all?  If not, you will need to check with PM by open them a ticket.  They might need to ask you to change to a physical sim first before trying eSIM again.  

[hTideGnow]

hi @ChloeSchreiber 

you don't "setup the eSIM".  The Public Mobile sim should be there at Settings->Cellular or the Sim Manager.  The eSIM is installed by the app.  If it is not there, then you need PM support agent to check and 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            

[ChloeSchreiber]

Hi, thank you for the reply.

When I remove my physical SIM i have no option to "turn on this line" I did have some pop ups come up in settings saying "set up eSIM" and my options were to scan QR code or enter manually but have no QR code or info to enter manually. I have reached out for help to PM via the link you sent but if you have any idea if there is a way I can set up the eSIM I would love to hear it

[slusagm]

@ChloeSchreiber 

try to remove the Telus sim card first if it is physical, if the Telus sim is eSIM, disable it

Then enable (or "turn on this line if it is on iPhone) the Public Mobile eSIM.  Then Reset network settings and see if it works.

if not, still you don't have to cancel it, just need to ask PM to help.   Since you cannot properly login, you won't be able to open the preferred Chatbot ticket.  So, you will need to message them here:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox between 9AM-10PM EST (Mon-Sun), check here:
      https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage