Porting from virgin to pm

[Gord1B]

• @Links to members Been trying to port my number since yesterday from virgin. I responded yes to the text and since have received a message from virginservice ended. I received a sms from public support yesterday at 3:40 that I would receive a call on my alternate number as I still can’t get the phone to work and still no call. What do I do now ?

[BKNS27]

@Gord1B 

SMS or texting is the last function to work once porting is completed. This may take up to 2 hours.

[Gord1B]

Update I can now receive calls and sms just can’t call out 

[BKNS27]

@Gord1B 

What is the make and model of your phone?

With the 3G shutdown, your phone must be VoLTE compatible on PM network and also on the PM whitelist of approved devices.

Here is more information on VoLTE so enter the IMEI of your phone to check to see if it is one of the approved devices:

https://www.publicmobile.ca/en/get-help/articles/volte 

If it is not compatible then you need to look for a newer phone.

If it is compatible then contact a CS_Agent to look into your issue:

https://expert-messaging.publicmobile.ca/guest/pre-chat 

[Gord1B]

I have just successfully got my eSIM to load on my phone however now I can not make or receive calls however I can receive sms messages. Is there a solution please. 

[hTideGnow · Accepted solution]

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@Gord1B wrote:

iPhone 11. I’ve just purchased a new eSIM and it appears to be working. Must have been a glitch somewhere in the loading screen thank you everyone for your help. Much appreciated 

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Hi @Gord1B 

happy that it works in the end!!

[Gord1B]

iPhone 11. I’ve just purchased a new eSIM and it appears to be working. Must have been a glitch somewhere in the loading screen thank you everyone for your help. Much appreciated 

[hTideGnow]

hi @Gord1B 

what phone do you have?

[Gord1B]

Thankyou. Learning as I go. I checked the carrier and it does not list PM also it says sims avail and they are greyed out I tried resetting my phone and no avail is it possible they need to resend a eSIM or try to load it manually ?

[hTideGnow]

hi @Gord1B 

when you read my message (like this particular one), there is a button Reply, you can simply click that and continue the discussion on this community

and for your ticket with PM agent, just check:
https://expert-messaging.publicmobile.ca

[Gord1B]

What does it mean to stay on the same thread? Is this how I do it by replying within my own message? Sorry retired no kids computer challenged. 

[hTideGnow]

hi @Gord1B 

please login again:
https://expert-messaging.publicmobile.ca

you should see an opened ticket there.  

then you can use the chat to ask for update, they will likely reply within hours 

and just FYI, please stay on the same thread you posted originally, there is no need to keep opening new one.  It is hard for everyone to track

[Gord1B]

I have a service ticket and when I responded to it yesterday at 3:40 I still have no response. I even got a message stating someone would call me on my alternate number and still no call. No service no luck PLEASE HELP

[hTideGnow]

hi @Gord1B 

that means it installed once, you need PM support agent to help.  Please open ticket 

[Gord1B]

I tried scanning the qr code and it says error 

[hTideGnow]

hi @Gord1B 

is there any email from Public Mobile with an eSIM QR?  if so, scan it and install 

if you cannot find it, or cannot install, ask PM agent to help.  Submit an Expert Messaging ticket (Please use the same Community login you are using now.  If you get stuck with the login or 2FA code, then use a different email address to create another Community account and submit the ticket with this new account):   https://expert-messaging.publicmobile.ca/guest/chat/
          At the Chat, type "Submit Ticket", then type "Connect Agent", and type "Connect Agent" again.  Then login to open ticket
Support agent will reply within 2 to 4 hours.  You will be notified via SMS/email or monitor here:
https://expert-messaging.publicmobile.ca

Remember: Support hours of operation: 9 AM to 10 PM ET     

[Gord1B]

I’ve reset my phone and now removed my virgin sim however no PM sim appears now what? Omg I’m so frustrated please help. Customer service  says my transfer was successful but I have nothing 

[softech]

@Gord1B 

there is a chance that the error was there because the Public Mobile sim was not properly enabled

On Android:  Check your Sim Card Manager and see if a Public Mobile Sim is there.  If so, make sure it is enabled.  

On iPhone: check Settings > Celluar and see if the Public Mobile SIM is there.  If it is, make sure the PM SIM is set as Primary on "Cellular Plan Label" and "Turn on This Line" is toggled on

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, you will need to have PM support to further assist. 

PM support for further assistance.  Please open ticket using Public Mobile Expert Messaging using your Community/EverSafe account.  Select Start a Chat to begin:
          https://expert-messaging.publicmobile.ca/guest/pre-chat
**You'll get email/SMS alert when agent replies. or monitor here: https://expert-messaging.publicmobile.ca/message-centre

** If you cannot receive 2FA code via SMS and unable to open ticket, please use another email to setup a new Community account and DO NOT link a phone number to it.  You can then create an Expert Messaging ticket using that new account.