No data, no texting/calling since subscribing with eSIM

[Scosta07]

Hello, I moved from Virgin to public mobile today. I went the eSIM route. 

my number was transferred successfully & I can see it on my account and my Virgin account shows now cancelled. I received the text from public mobile about to complete transfer I need to restart phone (that was about 3 hours ago). 

sinde then, I have restarted my phone numerous times, toggled the wifi off and on. 

I do not have access to data, texts are not delivering, incoming calls read as unknown numbers and when I dial out I get the message ““7b1 - your phone is not activated on the network. Call client care for more information”. 

i have opened a ticket and they tell me to just restart and that my eSIM needs to be active.. but my phone shows it as active. 

help! 

 

 

 

 

[hTideGnow]

hi @Scosta07 

last night we dropped at the point we asked you to reply PM support agent, have you done that yet?

we are just customers here, at this point, you likley have to work with PM support agent to get the issue resolved

[Scosta07]

I posted last night about my eSIM not working. Took about 4 hours but seemed to slowly come back online. Prior to that I was experiencing no normal texts sent/received (only those over wifi worked). Incoming calls would say unknown and outgoing calls I had a recording saying “7b1 your phone is not active on the network.” And to call member support … but there’s no # to call. I tried every suggestion posted on the forum & even what support said through my ticket. After a few hours, all seemed ok. 

around 11am this morning, everything stopped again. Nothing was working / same issues as night prior… no data, no calling, no texting.. only what worked over wifi. I tried everything again suggested and no help. 

i went out and bought a physical SIM, followed the instructions in updating my account, removed eSIM once it said completed & restarted. My phone has been stuck in SOS now. No attempt at finding a network. At least yesterday it said public mobile while nothing was working. I feel completely worse off now.

This is day 2 of being on this plan and I hate it!! I need real help. 

[hTideGnow]

hi @Scosta07 check if you PM eSIM is set as Primary, that could be the last thing to make it works 

if not, reply PM support and ask what to do next 

[samsunga31]

Try this.

To reset your iPhone's network settings, go to Settings > General > Transfer or Reset iPhone > Reset, then tap Reset Network Settings and confirm with your passcode, once done, then reboot if it already didn't.

[hTideGnow]

hi @Scosta07 since you received unknown calls, you can receive text, text again

[Scosta07]

iPhone. 

no, not able to send or receive any texts.. so if something comes in for 2FA I won’t get it. 

[hTideGnow]

hi @Scosta07 if you can receive inbound calls, the eSIM seems to be working

what phone is that?

you should be able to receive inbound text.  So, you can log-in PM app,and receive 2FA via text, and buy a new eSIM from Account page, Purchase Sim card and choose eSIM.  Buy a new one and try, PM will reimburse the extra $5 

[Scosta07]

I’ve received two and came in as unknown 

[hTideGnow]

hi @Scosta07 your old image still there, delete from your profile page 

https://productioncommunity.publicmobile.ca/t5/media/gallerypage/user-id/609264/tab/all

and can you receive inbound calls?

[Scosta07]

Hi. Yes I did remove old sim, I’ve renooted multiple times, including after support said they reset network. Looks like I might need actual SIM card I guess.. 

[Scosta07]

Thank you !! 

[samsunga31]

Hello.

Please remove the photo with your phone number in it. These are not private forums. Click on the arrow at the top.

Because you moved over from Virgin, sometimes it's best to do what's called a network reset. Try going into your settings, find Network Settings, reset them and reboot. This will help you connect fully to the pm network.

Depending on the phone you are using, you may wish to check your APN settings if you're using an Android.

https://www.publicmobile.ca/en/get-help/articles/set-up-data-on-an-android-phone

[hTideGnow]

hi @Scosta07 make sure you removed the old carrier sim card or disable the old carrier eSIM. Then reboot phone and reset network settings 

if that does not work, try to login PM app again. if you can login , but another eSIM there 

if nothing works, reply PM support agent and ask them what to do next, likely need to change back SIM card temporarily