Error. transferring the existing koodo to public mobile

[SunnyKang]

I bought a canada-us e-sim plan today. 

Got a new plan with a new number from PM first and transferred the existing Koodo number to PM.

Got a message from Koodo to cancel the subscription and Koodo plan got cancelled.

And got another message from PM to restart the phone to complete transferring the number. After restarting the phone, on the cellular setting, the existing number shows still with Koodo on Primary and a new number shows with PM on Personal. On the bar on the top of the phone, it shows PM but no LTE or 5G. 

And the phone is not working with both numbers. 

Already submitted a ticket to CS agent but no reply yet. 

Have no idea what to do. please help me out.

[SunnyKang]

thank you! the phone is now working with the existing number.

But somehow on the primary, public mobile, it shows a new phone number. Is there any way to change the number it shows to the existing number?

[Chalupa_Batman]

Hey @SunnyKang 

Just hold tight. It can take up to 72 hours to hear back from them as they are all overseas.

[softech]

@SunnyKang 

if Koodo sim is physical, remove it.  

if Koodo sim is eSIM, disable it by toggle off " Turn on this line"

Then change PM eSIM to Primary and make sure Turn on this line is toggled on

Reboot phone, them confirm PM esim still showing as Primary and "Turn on this line " is toggled on.  Click Reset Network Settings.

Test the phone