SIM card does not working new phone

[RhondaF58]

The SIM card I swapped out of my iPhone 11 to my iPhone 14 does not work. When trying to set up it said not compatible with eSIM. Only other option was to use QR code but Public Mobile does not have one. Any suggestions?

[hycm53]

@RhondaF58 I wonder did you use esim in iPhone 11? iPhone 11 supports esim too.

[Korth]

Sorry, I didn't notice that it was a new phone from the Apple store.

It seems (from the links I read) that it's a common problem and that Apple has not communicated exactly what causes it. Probably some kind of region control.

The proper solution seems to be "take it back to the Apple store to get fixed".

https://www.payetteforward.com/sim-not-supported-on-iphone-fix/

https://www.imore.com/iphone/getting-a-sim-not-supported-message-on-iphone-14-dont-try-to-fix-it-you...

[dust2dust]

How're you making out with the other working sim test?

I think at this point I would take it back and invoke the not satisfied/it doesn't work argument and get another one. Put your sim in it right there and see if it works. Then do the transfer again back home if it works.

[RhondaF58]

I purchased my phone from the Apple Store

[pmva]

@Korth This is a new phone purchased from an Apple Store so it will be an unlocked phone.

[Korth]

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@RhondaF58 wrote:

The SIM card I swapped out of my iPhone 11 to my iPhone 14 does not work. When trying to set up it said not compatible with eSIM.

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"Invalid SIM" and "SIM not compatible" are the classic error messages of a carrier-locked phone.

You'll need to get the phone unlocked to use it with Public Mobile (or with any other carrier than the one you bought the phone from).

The CRTC requires that carriers do not lock phones, but some of them still do it anyways. The CRTC also requires the carriers to provide a free unlock for such locked phones when a subscriber (with good account standing) requests/demands it.

If you're not with that carrier anymore then you can buy an unlock code on ebay. Search for "iPhone 14 unlock".

It sucks. But it's a common story from people who buy phones with their phone contracts.

[dust2dust · Accepted solution]

Yes I understand it doesn't work in the new phone. Things can be non-functional new out of the box. It's been known to happen. Can you try a working sim from a friend or family member to see if it might work any differently? We know the problem isn't Public as the sim works in the old phone. So it's the phone. Shall I ask that you have in fact put the sim in the slot the proper way? There's probably only one way but you never know.

[hycm53]

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@RhondaF58 wrote:

My SIM works fine in my old phone, but not at all in new one

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 The newest iOS is 16.4.1, check your iPhone and update it. If still have issue  bring your iPhone 11 and 14 to local apple store for help. I think it's iPhone issue.

[pmva]

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@RhondaF58 wrote:

The information transfer is done.  The issue arose when I moved the SIM card into new phone.  I contacted Apple and they said I would have to contact Public Mobile.  I have just submitted a ticket.  Thanks.

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I think I understand what's going on.  You're migrating from the old phone to the iPhone 14 and the transfer process is telling you you don't have an esim in the old phone.  Have you taken the SIM out of the old phone and put it into the iPhone 14?  You'll need to pop out the physical SIM tray and move the SIM card from the old phone to the new.

You should just ignore the error about eSIM because we know you don't have eSIM in the old phone since PM doesn't support eSIM.  Apple is just trying to transfer the eSIM but there isn't one.  It should be telling you to move the physical SIM card.

[RhondaF58]

My SIM works fine in my old phone, but not at all in new one

[RhondaF58]

Not in the new phone, no

[RhondaF58]

This is a brand new phone purchased today

[hycm53]

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@RhondaF58 wrote:

The information transfer is done.  The issue arose when I moved the SIM card into new phone.  I contacted Apple and they said I would have to contact Public Mobile.  I have just submitted a ticket.  Thanks.

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Try turn off esim or disable it on your phone settings if you can or delete esim on settings.

[dust2dust]

Can you connect to wifi with the sim in and go to settings, general, about and see if any updates happen? Do you have a working sim you can try in the phone? Can you make sure networks are set to LTE? Can you make sure you're on automatic networks if there is such a setting in an iphone.

There was another customer some time ago that had this qr problem. It's like the phone isn't seeing the sim. They got a new phone and everything worked as it should.

[hycm53]

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@RhondaF58 wrote:

The information transfer is done.  The issue arose when I moved the SIM card into new phone.  I contacted Apple and they said I would have to contact Public Mobile.  I have just submitted a ticket.  Thanks.

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Can you make a call, send text and data works?

[RhondaF58]

The information transfer is done.  The issue arose when I moved the SIM card into new phone.  I contacted Apple and they said I would have to contact Public Mobile.  I have just submitted a ticket.  Thanks.

[dust2dust]

You need get the phone out of thinking you're wanting or using an esim. I think you went into an option in the process that was not needed. Back out of that screen or whatever. Are you in the middle of the transfer information from the old phone?

[hycm53]

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@RhondaF58 wrote:

Yes, purchased online from local Apple store

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Go to Apple store for help.

[RhondaF58]

I have no idea what an sim is or where to look.  My new phone says “The SIM in your old iPhone does not support eSIM transfer.  Contact Public Mobile for assistance.”

[dust2dust]

Did you step into the set up sim card options? Do you have an esim configured on the phone?

Can you switch to the sim you want to use? Can you do a full shut down restart and see what messages pop up if any?

[pmva]

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@RhondaF58 wrote:

I purchased the phone in Nova Scotia, an the SIM works fine when I put it back in my iPhone 11.

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So there is a SIM slot that you put the PM SIM into and screen says that it's not compatible with eSIM?  If you go into settings, is there an esim set up that needs to be deleted?

[RhondaF58]

Yes, purchased online from local Apple store

[hycm53]

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@RhondaF58 wrote:

I purchased the phone in Nova Scotia, an the SIM works fine when I put it back in my iPhone 11.

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The phone you purchased in Nova Scotia is from trusted store such as Apple store?

[RhondaF58]

I purchased the phone in Nova Scotia, an the SIM works fine when I put it back in my iPhone 11.

[pmva]

Is your iPhone 14 purchased from the US?  US phones are esim only and PM does not provide esims.  A Canadian iPhone 14 should be compatible with the same sized SIM (nano sim) as the iPhone 11.  Does it work when put back into the 11?