Need help setting up account

[Rob_TO]

@CS_Agent - please assist

[Rob_TO]

Thanks - CS got in contact it was a sync issue but resolved now.

[hTideGnow]

hi @Rob_TO 

so, you are not receiviing inbound for your old numbers

reboot phone, reset all networks and test

[Rob_TO]

I finally got the eSIM installed and the port process started, however now I seem to be stuck with a new number and my old number has been disconnected.

I have tried restarting my phone and disabling and reenabling the SIM but it is not working and also my account shows the new number. If I go to try and port the number again it says it cannot be ported and if I dial the number it says it is disconnected.

Does anyone have any guidance for me? I have tried contacting CS but have not received a response yet and need to have access to my old number so hoping there is a quick fix I can use.

Thanks!

[Rob_TO]

Thanks - unfortunately it doesn't seem to be that so trying via private message

[softech]

@Rob_TO 

Since the error came from eSIM activation, there is a chance that the error was there because the Public Mobile esim is already installed and just not properly enabled

On Android:  Check your Sim Card Manager and see if a Public Mobile eSim is there.  If so, make sure it is enabled.  

On iPhone: check Settings > Celluar and see if the eSIM is there.  If it is, make sure the PM eSIM is set as Primary on "Cellular Plan Label" and "Turn on This Line" is toggled on

if you don't see the Public Mobile esim there, check the Welcome email, there should be a QR code for the esim for you to scan and install manually)

If the Public Mobile eSIM is there, disable or delete those non PM sim (eSIM/Physical sim). 
If the non-PM sim is physical, remove it.  If the non-PM sim is an esim, disable using the SIM Manager on the phone (or set as Secondary and turn off "Turn on this line" for this non-PM esim)  

Then reboot the phone and click Reset All Networks on your phone and it will work.  (Please note that Reset all Networks will also erase your saved Wifi and Bluetooth connections, but you just need to add them back after). Also, it is possible you have to reset it multiple times for it to work.

if it still does not work, private message  PM support as suggested abjve

[Rob_TO]

Thanks - I'm trying to active an esim via the app, when trying to login via the contact us it ends up going in a loop for me

[softech]

@Rob_TO 

you can message support here

 https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there  

Bur are you activating physical sim or eSIM??

[Rob_TO]

Thanks - it just came up with a subscription not activated error pointing me to get in contact with support

[fixin1]

@Rob_TO - If you are using the web, and you see error code XXX, then use the app. Actually, you are required to use the Public Mobile app.

If it needs you to contact CS_Agent, contact them here:

Submit a ticket via Chatbot:

⚠️ Public Mobile is Experiencing longer support wait times currently! Do Not Reply back to CS_Agent after submitting your ticket unless you solved it! Click here to bring up the Article!   ⚠️  

If you just want it quick and easy, here it is:

⬇️  Click the link for an Agent * ⬇️

https://urlshortner.tiia.ai/xYpc_I

If the link above doesn’t work correctly OR you don’t have access to Log In, please go here to create a ticket to CS_Agent: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

* - CS_Agent will typically get back to you within 48 hours. They work 7 days a week from 9 AM to 10 PM EST.  You will be required to login to your Public Mobile Community Account to contact CS_Agent. Once you are finished making the ticket with CS_Agent, please ensure that you monitor for one of the agents responding back to you because they may notify you asking for some information via Private Message, in your community mailbox by clicking this link here: Mailbox

[softech]

@Rob_TO what error did you get?? were you using the app to activate?? give us more details and we can try to help