Community

DrenK · Tuesday

I just transferred a phone number to Public Mobile using an eSIM...

Should I remove my old physical SIM? How do I know if everything was transferred properly?

DrenK · Tuesday

Will do

Handy1 · Tuesday

@DrenK Best of luck 🤞please report back to us in the morning let us know how everything works out .

DrenK · Tuesday

It's not so easy for me to check the old carrier, because the number was sitting with a corporate account. It's now released so that I can transfer the number to my own personal provider (but I don't have direct line of communication with old carrier).

hTideGnow · Tuesday

@Handy1 wrote:
@hTideGnow OP has physical SIM card for old provider I said same thing about testing the old sim 3 hours ago , I’m just curious how you knew @DrenK had iPhone ? I never was able to pick up on that fact

HI @Handy1

the situation just not make sense. If port is completed, no way the calls go to old carrier voicemail

and @DrenK can you still login the old carrier account? or you checked with them and confirmed it was ported and account closed?

DrenK · Tuesday

Thanks for trying to help. I'll call the Port team again tomorrow morning.

Handy1 · Tuesday

@DrenK Then it should work with either , something is definitely off I do t know how port team said it was complete when clearly it is not if your old providers sim still works . At least you still have service until it gets sorted out gonna be morning at best before you can go any further . But again this is why I say I like physical sim best just less hassle then eSIM

DrenK · Tuesday

I'm using an iPhone 13 Pro

Handy1 · Tuesday

@DrenK Then the port was not complete ,what iPhone do you have ? Is it eSIM compatible IPhone I wonder is it iPhone XS or later

Handy1 · Tuesday

@hTideGnow OP has physical SIM card for old provider I said same thing about testing the old sim 3 hours ago , I’m just curious how you knew @DrenK had iPhone ? I never was able to pick up on that fact

DrenK · Tuesday

I have a physcial sim with the old carrier. It looks like I still have service with the old carrier.

hTideGnow · Tuesday

HI @DrenK

do you have a physical sim or esim with your old carrier? can you put the old sim back and see if you have service? That can confirm if the calls really gone to the old carrier (and gone to the old voicemail)

DrenK · Tuesday

Tried turning off Apple Live. Unfortunately, that wasn't the issue.

Thanks for trying to help.

hTideGnow · Tuesday

@DrenK wrote:
Yes- I can make calls!
And yes - I did get a message from old carrier and approved within 2 minutes.

HI @DrenK

I don't see why calls go to old carrier voicemail. I guess you rebooted your phone?

one quick way to fix issue like this is to rebuy a new esim (you can ask PM for reimbursement). Go to the PM app, login and "Buy sim card" from the Account page and choose esim. This should resolve your problem

DrenK · Tuesday

Yes- I can make calls!

And yes - I did get a message from old carrier and approved within 2 minutes.

hTideGnow · Tuesday

Oh @DrenK

you actually have called the porting team already?

then you need to buy sim card and try your luck. But I honestly don't see how this related with the sim card., if port was successful, the calls won't go to your old voicemail. Or any chance it went to your Apple Live Voicemail? Try to disable it

and if you need the sim card, buy a PM physical sim card form Telus or Koodo store or via Amazon:

Telus or Koodo store https://www.publicmobile.ca/en/on/pick-up-SIM
Amazon.ca https://www.amazon.ca/Public-prepaid-postpaid-Activate-Allinone/

Then message support agent and ask them to help to update your account with the new sim card:

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

Handy1 · Tuesday

@DrenK Then I’d go to Koodo/ Telus store and pick up physical SIM card or order one from amazon . Support will most likely reimburse you for it / give credit on account . Once you have sim in hand message them again to sim swap the number and you will be good to go . In all honesty I think physical SIM card better anyways it’s all I use and makes switching devices much easier just less hassle overall then eSIM . Look at it as blessing I disguise thou that doesn’t help you this very minute

hTideGnow · Tuesday

@DrenK

can you make calls? if you can make calls, it is not an esim problem

And did you get a text from the old carrier, did you reply Yes within 90 mins?

and can you receive inbound phone calls, especially from Non-Telus/Koodo/PM phone? If you cannot the port was not done

It could be an incomplete port. PM porting support team can help. I have sent you the porting support team number. Please check your Community inbox (envelope on top right), check for the number and call

DrenK · Tuesday

I transferred my phone number to Public Mobile using an eSIM.

I cannot received calls - they are going directly to my old providers' voicemail.

The folks on the "Port" support phone line said the Port was successful and to contact Public Mobile's support.

CS_Agent has told me to purchase another eSIM. Which I've done. Same issue. Now they're saying to buy a physical SIM...

I really need this phone number to work. Hoping someone can help.

DrenK · Tuesday

The folks on the "Porting" line at Telus said the port was successful.

Handy1 · Tuesday

@DrenK

send a private message To CS_Agent

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

DrenK · Tuesday

I called the number provided and was told the port was successful. And to come get support here. That the issue is with the phone number...

Sansan · Tuesday

Call the phone number that @Handy1 sent you and they will attempt it again. You would need to put back your sim card to reply to the text..

Did you reply before?

DrenK · Tuesday

Yes, it's going to the old carrier. What should I do?

computergeek541 · Tuesday

@DrenK wrote:
Calls are going straight to voicemail... phone isn't ringing.

Is it going to voicemail that you set up at th old carrier? That would mean that porting isn't done yet.

Handy1 · Tuesday

@DrenK Sounds like the port didn’t complete, I will private message you the porting team number , they can re trigger the port request if needed

DrenK · Tuesday

Calls are going straight to voicemail... phone isn't ringing.

computergeek541 · Tuesday

@DrenK wrote:
I just transferred a phone number to Public Mobile using an eSIM...
Should I remove my old physical SIM? How do I know if everything was transferred properly?

Removing the physical SIM card from the old carrier shouldnt' be necessary as long as your eSIM is set to be the the active SIM card. Does your old carrier's service still work? If your old carrier's service still works, that means that the phone number porting hasn't completed.

Sansan · Tuesday

You can remove your old sim. Text someone. Have them text and call you. If your Public Mobile phone rings and your call connects, your good to go.

Handy1 · Tuesday

@DrenK Check you phone settings sim manger and make sure the eSIM is enabled / primary if you have iPhone toggle on “turn on this line” and remove physical SIM card and reboot the device and test .if your physical SIM card no longer works that’s also a good indication the port is complete