Transfer number with eSIM

[Karuaru]

Hello @CS_Agent,

I activated my account with an eSIM more than 12 hours ago, and I'm still without a connection.

My account with the previous provider has already been cancelled, and I need help to get online.

Looking forward to hearing from you,

Karen

[Karuaru]

Hello,

I turned on the secondary line and worked.

I have connection now!

Thank you all,

Karen

[softech · Accepted solution]

HI @Karuaru 

if your old provider account already cancelled and you didn't cancel it yourself, then the porting was done.  It will then be a problem with eSIM installation or eSIM provisioning

When you activated, 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

[Phil_Adelphus]

@Karuaru   Did you get a text message from the previous provider about the porting to which you replied yes, or was that account already cancelled?

[hTideGnow]

HI @Karuaru 

check your phone and see if the eSIM was installed first.  let us know what you got

if it is installed, but just not connected,  please submit a ticket with CS Agent here:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[JRod]

@Karuaru 

If you go into the cellular settings for your phone can you see the eSIM listed there? If you see multiple options you can click on each one to see which network they belong to. If the PM eSIM is there make sure it is enabled (called turn on this line if on iPhone) and then reboot your device.

If it is not there, are you able to try manually adding the eSIM using the QR code sent to you via the welcome email from PM. If you didn’t receive such an email, please reach out to customer service to re-issue you a QR code.

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).