Unable to activate the esim for while porting number from other carrier

[Jasbir98]

Hi , 

I am on Step 6 of setting, trying to port my existing number from Roger to Public Mobile but it fails while actviating my subscription. And it seems due tom some technical issue I didn't get QR code in my email. 

Any help is appreciated in this regards

Thanks

[Jasbir98]

Title: Documentation of Number Porting Issues from Rogers to Public Mobile

1. Initial Activation Attempt:

   • New activation of subscription via Public Mobile app failed

2. Customer Support Engagement:

   • Opened a ticket with CS_AGENT as suggested by community members

3. CS_AGENT's Initial Solution:

   • Instructed to buy a new SIM card from TELUS store
   • Asked to select any available new number

4. Interim Activation:

   • Public Mobile subscription activated on a new number

5. Porting Attempts:

   • Public Mobile has initiated 2 porting requests over the last 3 days

6. Rogers Confirmation:

   • Received text confirmation from Rogers
   • Responded "Yes" as instructed by Public Mobile

7. Current Status:

   • Number still not ported
   • Lost service on Rogers number

8. Follow-up from CS_AGENT:

   • CS_AGENT inquired if I still have access to service with old provider (Rogers)

[Jasbir98]

Hi All, 

As I am still trying to get my number ported over it has been 2-3 days long struggle with no resolution insight. Could any one confirm if I can somehow cancel my public subscription and go back to my old provider with same number. 

[hTideGnow]

hi @Jasbir98 

don't remove the old physical sim yet as Yes, you need it to be active and receive the text for porting

[Jasbir98]

Thanks for quick response.

• I have tried rebooting the phone but it didn't help.
• Please note my current line is using physical sim , Isn't its required to have a active current line (Porting from in my case Roger). And I do have another eSIM but turn OFF. 
• I have reached out to Agent waiting for their response. 

[hTideGnow]

hi @Jasbir98 

check Settings->Cellular and see if the esim already there.  Make sure your other esim is disabled, make sure your other physical sim is removed.  Then enable (Turn on this line) for the PM esim

But if the PM esim is not there,  ask PM support agent to help

 you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage            

[slusagm]

try reboot the phone and re-login the app and see if the app will finish the activation for you

if it still not completing the activation, ask PM to help

Since you cannot properly login, you won't be able to open the preferred Chatbot ticket.  So, you will need to message them here:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox between 9AM-10PM EST (Mon-Sun), check here:
      https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage