Full week with no services working

[weissb]

Hi,

I signed up for public on Saturday Nov. 9th. As of today, still no services working. I cannot make or receive voice calls, cannot send or receive SMS/iMessage. I have submitted 4 tickets regarding this -  last response was Tuesday. The response received was two sentences saying that the issue is with my previous provider, and that I would have to go to them, pay to have the number reactivated, then again attempt to port over to Public.

Perhaps I am confused about what is happening here, but here is my understanding:

-Shortly after I signed up I received the confirmation SMS on my phone, while it was connected to previous provider

- I confirmed I wanted to port my number to Public

-A few minutes after that I no longer had my previous provider phone/data connection

-A minute or so after that, my phone displayed "Public Mobile" on the top left of my phone, indicating to me some kind of connection to Public Mobile service

-Since that point I have had no use of SMS/iMessage, or making or receiving inbound calls. Data connection works

More info:

-On Saturday, prior to signing up for Public, I went into previous provider and specifically asked if porting my number to public would be an issue, they said it would not

-I then literally did the sign up in the parking lot of previous provider in case I had any issues during the porting of the number

Now my question is, how would this possibly be an issue on previous provider’s end? The issue is entirely after my connection to previous provider was ended. What effect is going into previous provider going to have when my service with them ended days ago? I closed an 11 year old account to move to Public, and they have seemingly lost my number. All of my 2FA is done through this number and has been for years. I don't know how many messages I've potentially missed, and what urgency they may have had. It is affecting my life personally and professionally. It has been 3 days since I've even received a reply from "customer service." I don't mean to be rude to any individuals working for Public, but this is truly a pathetic attempt at service. Is it ever possible to have a voice conversation with a human being, given the significant circumstances? Is there absolutely zero discretion in the entire company? Do I need to submit formal complaints to CRTC and CCTS?

[hTideGnow]

hi @weissb Reboot your phone and Reset All Networks once more might help

if not, you really need support to help

another way, if you still have access to PM app and you can login, you can rebuy a new eSIM from Account page on the app (you can ask pm to reimburse the cost).  This will for sure resolve the problem, but only if you can login Pm app

[Handy1]

@weissb so when you check phone settings iMessage send and receive it only shows your email and not your phone number checked ✅ off 

Of so you can try to turn off iMessage and turn off face time and then go to general and at the Bolton if screen in blue letters “ shut down “ 

Tap it and wait 2-3 mins and turn phone back on and go back to settings and turn on face  time and iMessages and your number should appear again 

if not you will have to work with support to figure out the issue as previously mentioned 

[weissb]

@Handy1 yes old providers physical SIM was removed on Saturday when I got the Public eSIM. Cellular page looks exactly the same, and the line is turned on.

When I go into Settings>Apple Account>Sign-In&Security I can no longer see my number. When I initially set up eSIM I remember selecting between primary, personal, business, etc. but now no numbers show in "Email & Phone Numbers," only my email address. When I click "Add email or phone number," it attempts to confirm using 2FA, and I cannot receive the text.

When I go into Settings>Phone>My Number and attempt to put in my number, nothing happens pressing the "Save button." The screen just stays put with no effect.

[Handy1]

@weissb  Have you removed old providers sim from phone ? And if you check your phones settings is the PM sim set to primary / enabled also if this is phone ensure you have “turn on this line” toggled on 

Toggle on

“Turn on this line”

[hTideGnow]

hi @weissb since  you cannot even make calls, it is not a problem with porting but a problem with SIM card setup on the system.  Please message support agent as mentioned above

[weissb]

Hi @hTideGnow thank you for the reply. It is an eSIM I am trying to use. I have tried resetting the phone and resetting all network settings a dozen times over the past week.

[weissb]

@Handy1  Thank you for the reply. Previous provider does phone, internet, cable, etc. so I can log into my general account still yes, but my "mobility service account" with them is closed as of Saturday. It closed after my number was ported over. When I go into my mobility account is says "Account Closed November 09, 2024. Account will be automatically removed on May 09, 2026."

[hTideGnow]

hi @weissb it sounds like the account was not setup on the system 

is that a physical Sim or eSIM?

But first try to reboot the phone and try Reset all networks 

If same,  please submit a ticket with CS Agent using  direct message:  
      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Support will reply via Community inbox here within 2 to 4 hours:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[Handy1]

@weissb  So your old providers account is active ? With working phone number ? If so you can try to port it over again . I can send you the porting team number private message and they can re trigger the port request for you