number transfer using e-sim no service

[jacob9427]

I recently switched from freedom mobile to public mobile. Once I responded with "YES" to authorize the transfer of my number, I was informed that it would take around for it to transfer successfully. This was 22 hours ago, and now I am stuck with no service at all. Any ideas how I can fix this?

[maple_leaf]

Hi @jacob9427 ,

Good job getting your new service working! Always glad to see a new Public Mobile customer join the Community. For continuity, in the event eSIM activation or basic troubleshooting is needed in future, you can visit the following Help Article: 

eSIM FAQs: https://www.publicmobile.ca/en/on/get-help/articles/esim-faqs

Hope this helps.

[Priority]

Perfect, glad to hear it. 

If you can make outgoing Texts and Calls + Your number shows in settings as the one you Ported in than you'll be all set. 😁

[jacob9427]

Oh I see. I just went to settings and turned of my old SIM and turned on my new one. I believe it is now working. Thanks for your help!

[Priority]

If you Replied 'YES' to the Port Request to release your number from Freedom Mobile, it can take up to 90mins and the Freedom Mobile SIM Card will lose reception once your number has transferred, that's when you switch to the Public Mobile SIM Card or Turn on/Enable the e-SIM within SIM Managment settings and your number will be fully operational with Public Mobile. 

Your Freedom Mobile line wouldn't lose reception unless the port is complete, so this is a good sign and it just means your Port likely completed hours ago. 

If it's your Public SIM/e-SIM which doesn't have reception after the Port, sometimes you have to message the Customer Support Agent and have them do a network reconfiguration & reset from their end which always makes things work. 

[jacob9427]

I'm not sure, how do I check?

[Priority]

Which SIM Card is the one stuck with No Service at all, the Freedom Mobile or the Public Mobile?

[Handy1]

@jacob9427  First try rebooting your phone or reset network settings . Se if that helps . Also there’s a number for live support that can give stud update on the port or re trigger it if needed will send it to you private message 

[esjliv]

@jacob9427  - have you restarted your phone yet? Try one or more of the below:

*removing your SIM, then reinserting it

*go into airplane mode, then going back to regular mode

*perform a reset network settings on your device

*try your SIM card into another compatible phone...this could rule out a device issue/setting.

If still issues, ways to contact Public Mobile Customer Support (CSA) below:

1-Normally Faster - use this link to: Get Help With Public Mobile Chatbot], also found in various places in Public webpages, and bottom right corner of the page (See the Chat Bubble), 

2-OR, go to your ENVELOPE at the top right of your Community Account which is where your Inbox and Sent messages are. Select the orange/peach color box with the pencil inside it to start a new message.  Type CS_Agent in the SEND TO box. This will create a private message to Public Mobile Customer Support.