eSIM to Physical SIM - No Service

[CDC2024]

Hi,

I am a new Public Mobile subscriber. I initially set up my account with an eSIM, but it did not seem to actually work and my phone appeared to still be connected to Bell (old service). The eSIM created two profiles on my phone which just seemed to confuse it. I have an iPhone 11.

I got a physical SIM instead in the hope of resolving the issue. I followed the instructions on the forum - I logged into my profile on my computer , used the pencil icon to update the SIM information to be the new physical SIM in my profile information. I waited for it to update/sync, then I removed the old Bell SIM, and restarted my phone with the new Public Mobile SIM.

However, now I have no service (except SOS), and the only SIM seems to be recognized by my phone is the old eSIM. When I go into "Cellular" in Settings, it says "Primary", my phone number, as the eSIM and a "Used as Secondary" line that shows no SIM and no Number. If I go to delete the eSIM, I get a pop up that says "This eSIM will be deleted and the phone number will no longer be associated with this iPhone." So I do not want to delete the eSIM for fear of losing my number entirely. 

What did I do wrong here and how do I fix it so my Public Mobile service is working?

Thanks in advance!

[Phil_Adelphus]

@CDC2024  My spouse and I switched at the same time from the same plan on similar era iPhones - they have 5G service when we’re out and about but mine stays LTE

You said you have iPhone 11, does your spouse have an iPhone 12 or newer?  Apple only started 5G capability with iPhone 12, so your phone won't show 5G but it can still get speeds higher than Public Mobile's 4G cap of 100Mbps while on LTE.  

[CDC2024]

My spouse and I switched at the same time from the same plan on similar era iPhones - they have 5G service when we’re out and about but mine stays LTE. Any suggestions? I’ve already restated and reset my network settings… 

[Phil_Adelphus]

@CDC2024  (except that I don’t have 5G service)

Did you have 5G with Bell?  It depends what phone you have, the settings in the phone, and 5G coverage.  I have a 5G plan but my iPhone 13 stays on LTE in the house although it does get 5G and 5G+ when out and about.

[CDC2024]

Thanks! Once put the old SIM card back in, waited about 5-10 mins, restarted and then swapped the SIM card for the one from Public Mobile - then it connected and actually started working (except that I don’t have 5G service…). 

Once the physical SIM started working, I deleted the eSIM. Thanks for letting me know it wouldn’t delete my number!

[CDC2024]

Yes - the number was successfully ported. Thanks!

[Dunkman]

@CDC2024 

It looks like that you have successfully manually switched to the physical SIM card.  

You will need to delete the eSIM card. Don't worry, you won't lose your number completely.  Then reboot and see if you have service. 

[Phil_Adelphus]

@CDC2024   When you requested the port of your number from Bell, did you receive their authorization SMS text and reply Yes to it within 90 minutes of receipt?   Is your Bell account cancelled?