Urgent Activation Error

[marcusward]

Hi,
I activated today with the $35 50gb CA-US-MX plan, I signed up, paid, and entered the number to transfer. I made sure the IMEI was correct.

I replied "Yes" to the transfer text. My chatr device went to SOS only, but in the app it was installing the eSIM and it said there was an error. So I tried again and it put me back at the "Transfer number or select one" Step. If I try and port in my number again it says invalid. If I try to select a new one it fails.

Please help!! I really need my number!!

[Munchking]

Let's walk back. You tried to activate your SIM. You downloaded the app, followed the instructions, and it asked you to input an account number from your carrier service; after that, you pressed activate. If you did this and it still did not work. Here is what I did. Put Old carrier service sim in your phone. Open the app, now where it asked you to put the account number, use the IME number. To get this number, search up on youtube. (Dial *#06# If you have android) Now copy the IME1 number and press activate. After that wait until you get a text from your old career service that asks you to confirm if you would like to port your number. (Probably ask you to type YES). This step is mandatory and if you don't , then it wont port your number. Now after you confirm, you will be in. If not , play safe and get a physical sim card from Telus. 

[hTideGnow]

HI @marcusward 

the error sometimes means not able to setup properly but the esim was actually installed.  So, check if the esim is there

but if not, just message support as said above

[Pat301]

@marcusward  I don't want to make any assumptions so I just wanted some clarification. when logging into public mobile make sure that your number that you want to keep is listed there. If it is then port is successfully done then this means that this may make your life alot easier. Just make sure that the esim information that you input into your phone is correct and it should be fine.

[marcusward]

I never got the eSIM, it said failed to install. I'm not even at that step yet, I'm stuck on the "Finish your activation" page where it asks me to select or transfer a number. They have my number.

[hTideGnow]

hi @marcusward 

your issue is esim and not porting.

fisrt, make sure your old physical sim card is removed , or if it the old carrier sim is esim, disable it from Sim Manager or Settings->Cellular

On the same Sim card Manager, or Settings->Cellular screen, check if Public Mobile esim is there. If it is , make sure it is set as Primary and enabled (or Turn on this line is enabled), then Reset Network settings

if that does not help, ask support agent to check,  submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

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