Cant port number/eSIM activation fails

[Timberwolf34]

I am at my wits end and have no clue what to do. I have set up my account with PM, my old provider is Bell and they are fully paid off, I own the phone (did not buy it from them and its an iPhone 13) and when I use the app it starts to activate and then fails. Will not activate. There is no support available when I try and use the live chat and I have no idea what to do. 

Thank you

[softech · Accepted solution]

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@Timberwolf34 wrote:

I get to the part to port my number, enter all the details and then it goes to the next screen where it fails to activate. It will retry a couple times but then fail and offer me to use support. I tried live chat which also failed and kicks me out.

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@Timberwolf34 

then use the direct message link to engage support

  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there    

[Timberwolf34]

I get to the part to port my number, enter all the details and then it goes to the next screen where it fails to activate. It will retry a couple times but then fail and offer me to use support. I tried live chat which also failed and kicks me out.

[softech]

@Timberwolf34 

have you use the app to get to Step 5 to enter number to port and Step 6 to complete the activation yet?

[Timberwolf34]

My welcome email did not contain a QR code. Just told me to download the app and complete the activation. However, when I try and do that and port my number it fails.

[Handy1]

@Timberwolf34  

submit ticket with support . using the chat bubble bottom right of screen 

If that doesn’t work you can always send private message to support .

send  a  private message   To CS_Agents

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

[softech]

 @Timberwolf34 

let's try to see if we can make the esim working first

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/Physical 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 on "Cellular Plan Label" 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 Bluetooth 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:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
    Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Log In", finally click "Click here to submit a ticket ↗" 
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at: 
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there