Phone stuck in SOS after switching over from Telus

[Jascha]

My phone has been stuck in SOS mode since I ported in my phone number from Telus to PM. The PM app was going through the transfer and setting up my eSIM when I got the text message from Telus asking if I’d like to transfer my phone number. Before I could text back “yes” my service cut out and my message wouldn’t send. About an hour later I toggled my primary SIM to “turn this line on” and I had service for about 2 min, received texts and was able to send the “yes” message to Telus. Then phone went into SOS again and has been for the past 4 hours. I’ve reset network settings, turned on airplane mode, restarted phone, all to no avail. I had a chat going with a CS person but they take ages to respond and then just stopped altogether about 3 hours ago. Wondering how to get cellular coverage again and have a functioning phone. Anyone have any suggestions?

also having trouble accessing account as it needs to send a code via text to my phone which has no service…… huge oversight on PMs behalf if you ask me. 

[Jascha]

So a couple hours after I put the new SIM card in an agent was able to activate it. I still have my old Telus eSIM in the list of SIM cards but have only turned on the new one and added my number to that one in the settings menu. No one was able to confirm my number had actually been petted in properly. I only know it has as when I call people they said it’s the same. It also kicked off my iMessage so I had to go back and resign into that and make sure iMessage was associated with my phone number. Hoping everything works now as this has been a nightmare experience. 🤞

[TheSterlinger]

So I'm assuming that they confirmed that the port from Telus was successful? Usually a new sim card fixes the issue.  So when you bought the new sim card, did you log into your account profile and changed the number or had an agent do it for you? 

Someone had a similar experience the other day and they said they were able to fix it by repurchasing a new esim,  scan the qr code, then they logged into their account,  updated the number and it worked.

[Jascha]

So I ended up getting a physical sim and it still has not resolved the problem. I put in the PM sim and did a network reset and cycled on airplane mode to no effect. The help desk is taking forever and not giving a ton of options at this point. Any suggestions?

[TheSterlinger]

Ok, they are closed for the night so hopefully this will be resolved soon. 😞 

[Jascha]

Ya it has the option to delete the only eSIM on my phone but I’m just worried if I do that I’ll end up losing my phone number that’s associated with it. 

I got a reply from CS but then they stopped responding. I’ve sent them another message since then with no reply. 

[TheSterlinger]

@Jascha  do you have the ability to delete the Telus SIM? 

If not, looks like you might need to keep working with agents to work it out.

[Jascha]

This is what I’m working with. 

 

 

[Jascha]

I don’t have a physical SIM and it doesn’t have an option to choose PM or Telus sim. It just has one listed as “primary” which has my phone number associated with it. When I go into network selection it also doesn’t even have PM as an option it just has Telus, bell, freedom, and some other one. Those options only show up when I togle it off “automatically select network”

 

[Jascha]

I haven’t. It’s an eSIM so I assumed I wouldn’t have to?

[hTideGnow]

HI @Jascha 

did you remove the Telus sim card?  if physical , remove it.  If Telus is an esim, disable it

then reboot phone, reset network settings.  Go back to sim manager screen and make sure the PM esim is the only one enabled, and set as Primary (on iPhone, also make sure Turn on this line is enabled)

with that, the phone should work

if same, ask PM support to help.  

you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage            

[TheSterlinger]

@Jascha  hi did you remove your Telus SIM card from your phone? Try that and restart again.