Updating IMEI number

[Meet_]

I mistakenly entered a wrong iMEI number and hence my ESIM wasn't activated. I had 2 IMEI numbers: one for my ESIM and one for my physical card. Which one should I have entered which porting my phone number or registering for public mobile? How can I update this. I have sent a private message to some CS_Agent, does that work?

[Meet_]

yes true, calls to the phone number get forwarded. So, maybe would have to call still. Thanks.

[softech]

@Meet_ 

next to check, call yourself from another phone and check if your PM sim rong. If not, put your sim card from old carrier and that old sim card should still receive incoming.  In this case, you need to call porting team to sort out the porting 

[Meet_]

Yes! Data works. Apparently in the blacked out part of the screenshot, it also shows my phone number that I actually wanted to port. So, does this mean the IMEI thing is no longer an issue?

[softech]

@Meet_ yes , it shows LTE, you are connected.

Can you make outgoing calls?? Data works??

[Meet_]

Does this mean, the eSIM is activated? I restarted and turned off my other provider. 

[Meet_]

Sorry, I found the QR code but upon scanning, it says Unable to Activate eSIM, contact your carrier

[Meet_]

I don't think I have a QR code in the welcome email

[Dunkman]

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@Meet_ wrote:

I mistakenly entered a wrong iMEI number and hence my ESIM wasn't activated. I had 2 IMEI numbers: one for my ESIM and one for my physical card. Which one should I have entered which porting my phone number or registering for public mobile? How can I update this. I have sent a private message to some CS_Agent, does that work?

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@Meet_ 

That would work.  It will take 1-3 hours for CSA to respond. 

Usually, we recommend not using IME for port purposes.  Just use the account number of the phone number of the carrier that you want to port over from.  

[softech · Accepted solution]

@Meet_ even you entered wrong IMEI, your eSIm should still activated and able to make calls.  So, you could have 2 different issues, port and eSIM installation 

first for port, There is a number to call to talk to live support and you can provide them the account number of the old provider.  They can re-trigger the process for you. I will message the number to you via the Community inbox ( https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage ) . Check the envelope icon on top right. Call them and get it fixed

For eSIm, 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