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Esim activation failed

fw7
Great Neighbour / Super Voisin

I am new to Public mobile, created my account, paid for the plan, chose Esim. Then when I try to set it up through the app, it failed and 3 attempts gone. So now whatever I do it won't let me activate my esim. I did not receive a QR code, what to do now? 

6 REPLIES 6

fw7
Great Neighbour / Super Voisin

Yes, exactly I cannot activate the eSIM so nothing follows. I have contacted CS agent for help but it is not very helpful to this date as she asks me to get a physical SIM, saying that my device does not support eSIM. I have an iphone XR which is supported by public mobile and my other family members who transferred to public mobile few days ago have the exact same type of phone (we bought it together), so I find it hard to accept her saying that my device does not support eSIM and that no other solution is proposed.

fw7
Great Neighbour / Super Voisin

No I checked, it is unfortunately not installed

fw7
Great Neighbour / Super Voisin

My eSIM is not installed yet, I am stuck at step 6 of the activation process. I did not receive a welcome email with eSIM QR code.

softech
Oracle
Oracle

@fw7 

there is a chance that the error was there because the Public Mobile esim is already installed and just not properly enabled

On Android:  Check your Sim Card Manager and see if a Public Mobile eSim is there.  If so, make sure it is enabled.  

On iPhone: check Settings > Celluar and see if the eSIM is there.  If it is, make sure the PM eSIM is set as Primary on "Cellular Plan Label" and "Turn on This Line" is toggled on

 

if you don't see the Public Mobile esim there, check the Welcome email, there should be a QR code for the esim for you to scan and install manually)

If the Public Mobile eSIM is there, disable or delete those non PM sim (eSIM/Physical sim). 
If the non-PM sim is physical, remove it.  If the non-PM sim is an esim, disable using the SIM Manager on the phone (or set as Secondary and turn off "Turn on this line" for this non-PM esim)  

Then reboot the phone and 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, open ticket with PM support using Chatbot:

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 "Login" and 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

hTideGnow
Mayor / Maire

@fw7 

you didn't receive a welcome email with eSIM QR code?? or just not work??

please submit a ticket with CS Agent using this Chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html  Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
If any issue with ticket submission, you can  submit by direct message:  
      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

fixin
Deputy Mayor / Adjoint au Maire

@fw7 - The "Welcome to Public Mobile" email - you didn't receive it? Oh wait... the eSIM activation is before porting the number so that's why - please contact CS_Agent for help:

⬇️ Click the link for an Agent * ⬇️

https://urlshortner.tiia.ai/xYpc_I

If the link above doesn’t work, please go here to create a ticket to CS_Agent: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

* - CS_Agent will typically get back to you within 48 hours. They work 7 days a week from 9 AM to 10 PM EST.  You will be required to login to your Public Mobile Community Account to contact CS_Agent. Once you are finished making the ticket with CS_Agent, please ensure that you monitor for an agent because they may notify you asking for some information via Private Message, in your mailbox by clicking this link here: Messages

Need Help? Let's chat.