Transfer of phone number does not work

[HamzaAli1998]

I am not sure what is happening, I just bought a esim and a plan and I am trying to port my current phone from BELL over to public mobile. My iPhone just stays as SOS, I am not sure if this is normal and I don’t see any public mobile esim in my phone currently.

@CS_Agent

[cmueller]

Is there a way to confirm if my eSIM has been set up correctly? I’ve removed my old physical SIM from Roger’s. Installed a new eSIM from Public Mobile and set “Turn On This Line”. Still no service. 

[LitlLdy]

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@HamzaAli1998 wrote:

I am not sure what is happening, I just bought a esim and a plan and I am trying to port my current phone from BELL over to public mobile. My iPhone just stays as SOS, I am not sure if this is normal and I don’t see any public mobile esim in my phone currently.

@CS_Agent

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@HamzaAli1998 , normally when you see the SOS message when installing the eSIM all you need to do is the below to activate your eSIM but since you didn’t receive the text message from Bell from their SIM Card to authorize the port for that phone number it wouldn’t have successfully ported over! So, I am not sure if my instructions will help!

1. In cellular settings make sure that “ Turn On This Line “ is selected.
2. Reset your network settings 

[HamzaAli1998]

Yes my bell sim was literally working 5 minutes ago lol. The moment I hit port and esim download it all came down crashing. Now both don’t work, I’m definitely asking for a cancellation of entire process and going over to a different company. Atlesst there is 24/7 customer service lol

[BKNS27]

@HamzaAli1998 

Did you keep up monthly payment with Bell because it must be activate to port out from them. If your is closed or cancelled…you can’t port out. Check with Bell to double check to see if your account is still active.

You will need to wait until a CS_Agent contact you by pm to see why the eSIM isn’t downloading.

[HamzaAli1998]

This is what I’m trying to explain, I didn’t get any message, both my carriers became unfunctional and nothing is working now lol

[BKNS27]

@HamzaAli1998 

You need the Bell SIM in your phone to receive the confirmation text from Bell and you need to reply to the text within the 90 minute window.

This is the problem!

Also your Bell account must be active to successfully port over to PM. 
Your Bell SIM should still work so keep it in your phone and wait for the text once the CS_Agent restarts the porting process for you.

[HamzaAli1998]

Quite insane, a weekend and now I can’t go anywhere out because I have no data or phone call. Lol.. and no live agent for help, this is probably the worst customer service I’ve ever experienced 

[Chalupa_Batman]

As per @hTideGnow and @softech , click on their links to open a ticket for support. Remember, sometimes things aren't always perfect. But hang in there. Public Mobile is a great service and worth getting. Once everything is set, you'll be happy you joined!!

[HamzaAli1998]

I cannot install anything because it keeps saying unable to activate esim

[hTideGnow]

HI @HamzaAli1998 

you said "My iPhone just stays as SOS" , this is usually an eSIM problem.  Since it is SOS, it is not a porting problem yet.  Without porting completed , your eSIM will still work and able to make calls

if you already installed, go to Cellular sceen and enable Turn on this line

[HamzaAli1998]

I did not as I wasn’t able to active the esim, my iPhone says unable to active esim

[HamzaAli1998]

When I do that it says unable to active esim.

[Chalupa_Batman]

Did you get a text from Bell requesting permission to port over? Did you say YES? Did you reboot your phone after install?

[softech]

@HamzaAli1998 

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

If you missed the step, 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),  try to reboot your phone once.  

If it still does not connect and if you have another active sim on the phone , disable them (eSIM/Physica sim) using the SIM Manager on the phone or remove the physical sim.  
And make sure the one associated with PM sim and your phone number is enabled (On iPhone, "Turn on This Line" under Settings->Cellular).
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

[hTideGnow · Accepted solution]

HI @HamzaAli1998 

Scan the QR code from the Welcome email to install the eSIM, see if it works

if not, you will need to submit ticket with CS agent:

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