New eSIM

[CameronKM]

Hi

I have just gotten an eSIM after using a regular SIM card. I have only had it for 48 hours and I still can’t receive any text messages or calls. I do have data though. I can’t get sign into the website to submit a support ticket because I’m not getting texts. I have an iPhone 11, any help would be greatly appreciated. 

Thanks,

[CameronKM]

Yes it is a new account and I got the message from my old carrier and replied yes. I’ll try pm porting support team.

Thank you

[CameronKM]

Sorry, yes the SIM card was from a different provider.

[hTideGnow]

hi @CameronKM 

yes, you didn't mention if it is a new account.  But just in case you are porting in, did you get a text from the old carrier, did you reply Yes within 90 mins?

If you ported in your number and with what you described, 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 (https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage), check for the number and call.

And in case the poring team cannot help and ask you to submit ticket (or you rather submit ticket anyway), please submit a ticket here using the same Community login credentials you are using now:   https://expert-messaging.publicmobile.ca/guest/chat/
          Once you started the Chat, type "Submit Ticket", then "Connect Agent", and it will ask you to login to open ticket
          (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email" or "Send Voice Message")     

Remember CS_agent will reply within 2 to 4 hours.  You will be notified via SMS/email or monitor here:
https://expert-messaging.publicmobile.ca

[Chalupa_Batman]

---

@CameronKM wrote:

Hi

I have just gotten an eSIM after using a regular SIM card. I have only had it for 48 hours and I still can’t receive any text messages or calls. I do have data though. I can’t get sign into the website to submit a support ticket because I’m not getting texts. I have an iPhone 11, any help would be greatly appreciated. 

Thanks,

---

Hello @CameronKM 

So, I've read your post and there may be some context missing and just wish to clarify some things with you.

You state that you purchased an eSIM from using a regular SIM card. Here's the thing. If you are a long time customer that's been using a physical SIM card and switched over to an eSIM, all functions should be working just fine. From you saying that you can't receive any text messages or calls, to me, that would indicate from experience here that you ported over from another service provider that used a physical SIM card before.

Can you maybe share a bit more detail so we as a community can help you further?

[slusagm]

So, you were changing from a physical PM sim to PM eSIM?  The PM physical sim was working well before?

Make sure you removed the physical sim.  Check and make sure PM eSIM is enabled and set as Primary.  Reboot phone and Reset Network Settings and it should work

If it still does not work, open ticket.  Simply open ticket with PM using Expert Messaging. Click the Orange Chatbot icon on the lower right to start, or use this link https://expert-messaging.publicmobile.ca/guest/chat/

 (Use your Community account to login. For 2FA, you might need to use email to receive if you cannot receive the text on the phone.) 

PM will reply you via Expert Messaging between 9AM-10PM EST (Mon-Sun)

(for help with Expert Messaging, check here: https://publicmobile.ca/en/get-help/articles/expert-messaging )