SOS

[Whaletail]

Is it normal to see SOS in the connection bar?

[softech]

@Whaletail 

Did you get to the eSIM installation step?   Either the app will ask for your permission to do it for you, or you can get the QR code to install yourself. 

If you missed the step to install by the app, there is a QR code in your Welcome email.  Open it from a computer, or another device, then use your phone to scan it to install the eSIM profile on your phone

Once you installed the eSIM profile, (or If you got passed that step eSIM installation step),  try to reboot your phone once.  

If it still does not connect and if you have another active sim on the phone , disable those non PM sim (eSIM/Physica sim) using the SIM Manager on the phone or simply remove the physical sim.  

And make sure the one associated with PM sim and your phone number is enabled
(On iPhone: Settings->Cellular , make sure the PM eSIM is set as Primary and "Turn on This Line" is toggled on)

Then click Reset All Networks on your phone and it will work.  (Please note that Reset all Networks will also erase your saved Wifi and Bluetoosh 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, please open ticket with PM support

               https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there

[Whaletail]

looking for Raphael to message from Public regarding this

[Whaletail]

I have an up to date iphone 11. Nothing changed.

[JRod]

@Whaletail 

Do you mean the Add eSIM option is greyed out in your settings when you go to the cellular section?

What kind of iPhone do you have?

Is your iOS version fully up to date? 

If you go to your settings, then about, does it say “No sim restrictions” in the carrier lock section? 

 

[Whaletail]

I messaged customer service.  I did not receive a QR, nor will the eSIM option turn on in my iphone.

[JRod]

@Whaletail 

Now just so I am 100% clear, you were trying to sign up with an eSIM? 

If you are using an eSIM please check the cellular settings of your phone and see if the eSIM is shown there. If it is click on it and ensure that the eSIM is enabled (turn on this line on iPhone).  Then once it’s enabled reboot your device.

If you don’t see it, you can try to manually add the eSIM using a QR code sent to you in the welcome email. But if you didn’t receive a welcome email and a QR code you’ll have to message customer service to send you another one. 

Now if you have a physical SIM from Public Mobile please reach out to customer service to see if there is anything on the backend that is preventing you from connecting.

[Whaletail]

Something ghosted up and I didn't catch it all.  I think it said something about the eSIM.  At the beginning of the process it said all was a go.

[JRod]

@Whaletail 

Power off your device and then re-install the SIM card. Then power the device back on. 

If nothing changes, it could be that there is a back end issue and you might have to contact customer service in order to get your service working correctly. 

Please click this link below to message customer service:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Keep an eye on your mailbox here as that is where your reply will come in (envelope icon on desktop, click your avatar icon in the corner and then click messages if on mobile).

[Whaletail]

Phone was working when I started the process. Should I take the sim card out an reinstall? Everything said it was a go...

[JRod]

@Whaletail 

Are you using a physical SIM card or an eSIM? 

If it’s a physical SIM card make sure it’s positioned correctly in the SIM tray.

If it’s an eSIM did you get any messages saying it couldn’t be activated or added? 

[Whaletail]

It says it takes 2-5 hours, could that be it?

[Whaletail]

Within about 3 minutes.  It's now been 40 mins since I finished the process

[Whaletail]

Did all that right away. Public not showing in my settings yet.

[JRod]

@Whaletail 

In that case you need to have your previous provider’s SIM in your phone as they are going to send you a text that you have to respond “Yes” to in order for the port to take place.

How long ago did you start the port? You have 90 minutes to respond to the message so it might not be too late. If 90 minutes has passed I have sent you the number of the porting department who can assist. 

[Whaletail]

Yes, but I chose to port my existing number. Do you think it's a previous provider wait till we do it issue?

[JRod]

@Whaletail 

Did you go through the whole process of choosing a number and finishing the activation using the app? 

[Whaletail]

I just signed up, and it told me my sim was valid. Just rebooted my phone and still no service

[Grinch]

What was the solution??

[Grinch]

That means NO sim installed or seated properly. Or Sim and no subscription or account is suspended. OR possibly the sim reader in phone is not working. 

Try SIM in another phone. 

SOS means that the phone can only be used for 911 calls.    

[Chalupa_Batman]

Not if you have a subscription. Have you tried to reboot your phone? Have you reset your phone's network settings?

[JRod]

@Whaletail 

SOS means you have no service other than a connection to emergency service. This is normal in those circumstances where you have no service in a particular area or if your service is out.

Are you an existing or a new customer seeing this on your device?