eSIM Temporary number still showing

[Gmoney11]

I ported over 2 lines from Telus to Rogers about 2 months ago. I got 2 eSIMs with temp numbers while the porting was done. Both phones are iPhones.

One phone is fine but the other phone if I go to Settings>Cellular >SIMS - The Rogers eSim is still showing the temp number.  The number from Telus is ported over. The phone works but if someone tries to iMessage me to my cell number it comes as SMS not iMessage. Same with outgoing messages if I try to iMessage an iPhone to their cell number it goes as sms but if I iMessage their iCloud ID it uses iMessage.

There's 2 settings where my cell number (not the temp number) should be displayed:

Settings>Messages>Send & Receive - my iCloud ID is here but the old cell number is not. The temp number is here.

Settings>Name> Name,Phone Numbers, Email - Cell number shows here but there's an info button (circle with i), when I select it it says phone number not associated with SIM.

How do I update it? I tried restarting and I also saw another post about turning off iMessage  and then restarting but it still doesnt work. I did contact rogers support about this the a couple days after I did the port and they said the eSIM should automatically update and give it a couple days.

**Labels Added**

[RogersYasmine]

Hello @Gmoney11 ,

We appreciate you joining us in the Rogers community and posting your issue here. 🙂

When activating a new SIM card on your line, it shouldn't take this long to kick in and begin to work. We would definitely like to take a closer look into this to see what might be happening. 

For more information on how our Private Messaging system works, please check out our blog.

Thank you,

RogersYasmine

[LordDrakkon]

You need to login to your Apple Account and allow the number to update. You might even be able to manually update it in your Apple Account. iMessage has nothing to do with the carriers.

[ab_chat]

How did you resolve the issue?

[RogersMoin]

Hello, @ab_chat.

I appreciate you joining this thread, and welcome to our Community! Has your number ported in, but is it showing the temporary number in iMessage? Have you tried to sign out/sign in to your Apple ID? If you need further assistance, please check this support article. 

Cheers,

RogersMoin

[Srohde]

My spouse and I have the exact same issue after moving from Fido to Rogers. Rogers support has been unable to resolve it, they won’t even acknowledge the problem. Not sure what to do at this point.

[RogersZia]

Good evening @Srohde,

Welcome to the Community!

Do you see the temporary number under the Rogers eSIM? Have you tried the recommendations made in LordDrakkon's post and RogersMoin's post here?

Please try the steps listed and let us know if the issue persists.

RogersZia

[Srohde]

Yes, I tried many things including the recommendations mentioned in those two posts. I ended up returning to the Fido/Rogers store and, after waiting 20 minutes to speak with someone, was told, “this happens sometimes, I know what to do.” The sales rep deleted the eSIM and installed a new one. This time, the eSIM displayed my ported phone number.

So, hours of my time were wasted trying to correct an error, that in the end, could only be corrected by going back to the store. Most of that time was spent waiting in queue for Rogers chat “support” afters struggling with the “Anna”AI chatbot, trying to get it to stop trying to deflect my issue by offering useless “support” pages and, instead, add me to the live “support” chat queue.

Conclusion is that if you have an issue like this, just go back to the store.

[ergreb]

Login to your MyRogers App and confirm that your line has transferred numbers. It should show your existing, ported number. Then go to Phone > Change SIM > eSIM > Enter the PIN that is texted to you. 

From there you can add a new eSIM on your phone. If you're prompted, you can deactivate your temporary Rogers line - there's no use for it anymore. You'll be told it's pending activation, which then you can navigate back to the Rogers app and confirm that you've downloaded the SIM and you're ready to activate. You'll be prompted to restart your device.

Then restart your device and your new eSIM should be connected showing the correct number.

In addition, you may need to delete and re-add your new number to your Apple Account by clicking your Apple ID in Settings > Sign-In and Security and adding the new number. If you get a message saying the number is unavailable for iMessage and FaceTime, navigate to Settings > Apps > Messages > Send & Receive and then select your ported number. It may take 10 seconds or so to activate the number for iMessage and such. After this the notification that the number is unavailable for iMessage and FaceTime in your Apple ID should be gone.

A bit of a runaround, but you can solve this on your own fairly easily.