Problem transferring phone number & confused about SIMs

[yusqueya]

Hi - just switched from Koodo to PM today. I have an iPhone 13 with a physical SIM from Koodo. I subscribed to PM with an eSIM. Setup seemed to go well, eSIM appears activated on my phone. I initiated the phone number transfer, got the text from Koodo to confirm deactivation with them. Now it's been almost 5 hours and nothing has happened. I'm seem to be no longer receiving text messages (ie the 2 factor verification messages from PM). I've received no notification that the phone number has transferred successfully.

In my Cellular setting I have a Primary (I think the Koodo Sim card, with the phone number indicated), and Cellular Data - which shows PM when I go into it, but nothing was showing under My Number - I've added my number now, not sure if this is correct to do. The Turn On This Line is activated.

I can call out but only through the Primary (Koodo) SIM.

Did I miss something with the set up? And eventually, should I be making PM the primary for everything on my phone and turning off the Koodo one, which is currently labelled Primary?

Thanks!

[yusqueya]

Thanks - I did do that with the Koodo SIM and the PM SIM. Both of those have been done.

[softech]

@yusqueya 

are you using iPhone or Android?  can you set disable Koodo sim on the phone, or on iphone, toggle off "Turn on this line" for the Koodo sim but toggle on for Public Mobile sim 

[yusqueya]

Thanks! Can't get my SIM card tray open so may have to hit a store tomorrow to get that done. Have submitted a ticket as well, in case there has been an issue with the number transfer. I should have known better than to try to do this all myself, I think I have royally messed up my phone and now I have to redo all my network passwords. 😄 

[softech]

@yusqueya 

first remove Koodo physical sim and reboot the phone

If still not working, check if the PM esim is installed and setup

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

And 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, open ticket with PM support using Chatbot:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
    Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Login" and finally click "Click here to submit a ticket ↗" 
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at: 
       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