eSim after transfer

[Pratikkumar]

I transfer number from fido(also had e sim for this) to public. I downloaded app and everything but no e sim was installed. I am trying to get into app and its sending access code to phone number which I don't have access to anymore because e sim wasn't installed. Send support ticket but not getting in help there. 

[Pratikkumar]

Thank you for great help everyone. I decided to go back to Fido.  Would been able to solve this issue if they have physical store or atleast live phone person to speak with. Forum CS is not ideal for urgent situations. 

[dust2dust]

Did you go to settings, general, about and see if anything downloads? Is your AppleID recognizing the number?

[hTideGnow]

HI @Pratikkumar 

if you can make outbond calls and just not receiving inbounds, it is a problem with porting, then you can call porting team to confirm . But if you cannot make outbond calls as well, then it is a problem with the setup, you will need to submit ticket.

[Pratikkumar]

I put in simcard and shows my number and I am getting 5G service. but just not calls or text.

[hTideGnow]

HI @Pratikkumar 

I don't think the account is setup properly, best to submit a ticket with CS agent, they need to confirm if the sim card and account setup :

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

[Pratikkumar]

Yeah. If I call out someone it says u used all available mins. Lol 

[hTideGnow]

HI @Pratikkumar 

you requested porting? it is now a porting problem.  Will send you the number to the porting support team.  Please check your Community inbox

[Pratikkumar]

So I bought the SIM card and got phone number working. But I am not rececing any texts 

[Pratikkumar]

I have decided to get a physical card and post em the reciept so i can get credit for it.

[softech]

@Pratikkumar it is true that there have been some problems with eSIm activation on iPhone and cannot be fixed other than changing back to physical. But Community also has helped many to get passed the eSIM installation as it was more a device issue, like the device has another active eSIM or a reboot helper.   Again, if it is really something on the system side and agent was unable to regenerate another eSIM, then ask them to look into reimbursing you the cost of the sim card.

[LitlLdy]

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@Pratikkumar wrote:

Lol the agent just said he won’t give esim and they don’t give esim. And told

me to put on community so everyone knows as well. And he is a senior agent as well. I don’t know how this works then 

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@Pratikkumar , wow! That’s incorrect but ok! A new QR Code has been provided to many Customers through their email (which this information has been posted here in the Community on posts from Customers that this was done) when they receive a faulty one. Some have received them from the CS_Agent Andu when requesting a new QR Code be sent to them when they were given a faulty one!

Sorry you have gone through this! I wish I could fix it for you!

[Pratikkumar]

Lol the agent just said he won’t give esim and they don’t give esim. And told

me to put on community so everyone knows as well. And he is a senior agent as well. I don’t know how this works then 

[softech]

@Pratikkumar look like you did try to manually install the eSIM from QR code but failed.  Your Fido us on eSIm,?  try to disable it first ( but Not delete the Fido eSIM), reboot the phone and retry scanning the PM QR code

If that does not work, I agree @LitlLdy to push for escalation, senior agent might be able to regenerate QR code instead of physical sim..  If even senior agent has no way to regenerate another eS*M and suggest to go physical, ask for reimbursement of the sim card cost 

[dust2dust]

@LitlLdy- I was responding to the last line in your previous reply. I guess I could have quoted it. Sorry.

[LitlLdy]

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@dust2dust wrote:

@LitlLdy- You keep saying please escalate. They say they can't. You say it again. They say I'm it. You say it again. They say they'll say the same thing. You say it again.

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@dust2dust , sorry, I did not see where @Pratikkumar stated that cant get a Senior CS_Agent! I apologize!

[Pratikkumar]

actually i am not even getting replies. may be once every hour. this is not good service

[LitlLdy]

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@Pratikkumar wrote:

I am keep suggesting to CS agent for new QR but agent keeps telling me to buy phycial card. I said even if i buy physical card i cant get into my account into my account to port setting to new physical sim without access to my account because access codes are sent via phone number that i dont have access to.

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@Pratikkumar , did the CS_Agent refuse to send you to a Senior CS_Agent for help to have this escalated? They do provide new working QR Codes to email addresses. 

[dust2dust]

@LitlLdy- You keep saying please escalate. They say they can't. You say it again. They say I'm it. You say it again. They say they'll say the same thing. You say it again.

[Pratikkumar]

I am keep suggesting to CS agent for new QR but agent keeps telling me to buy phycial card. I said even if i buy physical card i cant get into my account into my account to port setting to new physical sim without access to my account because access codes are sent via phone number that i dont have access to.

[LitlLdy]

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@Pratikkumar wrote:

I will purchase new esim but I can’t get into my account with old number access for access code. The CS agent is absolutely clueless and unhelpfully. How do I actually talk to live person. I went to physical telus store and they don’t care public mobile physical sim anymore. How do I actually resolve this. 

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@Pratikkumar , that’s why I suggested asking for this to escalated to a Senior CS_Agent who has much more experience. The CS_Agent that you are dealing with does not know what he/she is doing! 😞 Customer Support is done all online. There’s no phone number to call for help nor in person help! Only help from Customers on this public/open community forum & then help from CS_Agents through private messages.

@softech , are you online? Any advice for Op? All my suggestions have already been tried! We know they can provide a working QR Code through email. They do it all the time! How does one get transferred to a Senior CS_Agents help?

[Pratikkumar]

I will purchase new esim but I can’t get into my account with old number access for access code. The CS agent is absolutely clueless and unhelpfully. How do I actually talk to live person. I went to physical telus store and they don’t care public mobile physical sim anymore. How do I actually resolve this. 

[Pratikkumar]

I know my way around tech stuff so asking CRS was my absolutely last need. 

[LitlLdy]

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@Pratikkumar wrote:

I did scanthe QR code. It’s a bad esim or something cuz I used Fido with esim no problem. For last few years. 

 I edited the QR code. But this is the error I had received before 

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@Pratikkumar , please make sure you send them that screenshot also (you probably did). Any proof you can provide to them. I agree, it could’ve been a faulty eSIM QR Code! It has happened previously to other Customers.

[Pratikkumar]

I did scanthe QR code. It’s a bad esim or something cuz I used Fido with esim no problem. For last few years. 

 I edited the QR code. But this is the error I had received before 

[LitlLdy]

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@Pratikkumar wrote:

I sent message but hardly getting any response. I also mentioned them that since esim not installed. I probably just need new QRcode for esim attached with my account so I can get service started 

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@Pratikkumar , you did great then! Much better than most of Us who wouldn’t have known at 1st.

Please update Us on what the CS_Agent says. Please don’t give up. If necessary request  for a Senior CS_Agent to have this escalated. They can provide you with a new QR Code by sending it to your email. Sometimes you have to push it due to some lack the knowledge to or don’t want to. However they can do it and have done it numerous times. 😉

You are supposed to receive your QR Code through your email also with your welcome email but some have reported they have not received it! 😞 

[Handy1]

@Pratikkumar  Check your welcome email from PM the QR code should be there and you can scan it with phone 

[Pratikkumar]

I sent message but hardly getting any response. I also mentioned them that since esim not installed. I probably just need new QRcode for esim attached with my account so I can get service started 

[Pratikkumar]

I tried all solutions. It’s just not there. Like there is no public mobile esim installed. Read all forums posts as well. 

[LitlLdy]

@Pratikkumar , if you tried to submit a support ticket through the chatbot/virtual assistant its broken. Sorry 😞 

You can send a private message to a CS_Agent using the link: ->   https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Customer Support Agents are available from:

• Monday to Sunday: 9 AM to 10 PM EST

A CS_Agent will respond back in your Community mailbox (envelope icon) at the top right of this page to the left of your community avatar on your computer or by clicking on your avatar on your device.

[LitlLdy]

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@Pratikkumar wrote:

I transfer number from fido(also had e sim for this) to public. I downloaded app and everything but no e sim was installed. I am trying to get into app and its sending access code to phone number which I don't have access to anymore because e sim wasn't installed. Send support ticket but not getting in help there. 

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@Pratikkumar , when trying to install the Public Mobile eSIM did you receive an error message?

Edit: If it installed at all please try this below. 

Please try these things below to see if any help. Others have experienced similar issue & sometimes these suggestions have worked!

Reboot your phone.

In cellular settings make sure that “ Turn On This Line “ is selected & reboot your phone. (You may need to reset network settings then reboot)