topic Re: Stuck in install eSim in Get Support

Stuck in install eSim

Dragon66 — Thu, 03 Aug 2023 11:52:26 GMT

I have a Google pixel 3 XL and I am pretty sure during the subscription process I confirmed it can use eSim and I asked to transfer my old Lucky mobile phone number along with the subscription process.

I chose my subscription, paid and got email to activate with Public mobile app so I installed the app and started the process. In the process, it asked to disconnect the old service and I got a message from Lucky mobile, confirmed the transfer but the eSim installation failed saying something wrong and asked to click the retry after certain time. I did that but failed again two times and I believe I clicked cancel or something. Now each time I open the app, it try to install and fail and I can't see the retry button anymore.

I tried the QR code sent with the email but when I click the scanned link, it shows like

LPA:1$rsp-1006.oberthur.net$HMSWF-D7G5C-THATB-ZDREP andc lick it shows an known url scheme.

I also tried remove and reinstall Public mobile app and now when I open the app again, it is no longer try to install eSim any more.

I can now login to my account and it shows the correct subscription along with the ported phone number but exactly how can I make the phone to work. I need the phone badly and in this case, if I can't make the eSim work, can I just grab a new SIM from a Telus store and activate with it? The old Lucky mobile account is already gone though.

Anybody please help.

Wen

Re: Stuck in install eSim

Handy1 — Thu, 03 Aug 2023 12:00:27 GMT

@Dragon66 Try resetting network settings see if that helps . . Otherwise please submit ticket with support to help you from here

message support directly

while your already here and logged in the community you can send a message private message To CS_Agents click

VVVVV Link below VVVVV

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

Re: Stuck in install eSim

Dragon66 — Thu, 03 Aug 2023 12:09:08 GMT

Thanks for the prompt reply. It didn't work. I opened a ticket hopefully this can be addresse

Re: Stuck in install eSim

Dragon66 — Thu, 03 Aug 2023 15:35:02 GMT

Several rounds of private messages still not working. Just curious what exactly the QR code scanning will do? The strange looking scheme I mentioned in the original post not responding.

By the way, I was able to send text message yesterday through WIFI but not today.

Re: Stuck in install eSim

Handy1 — Thu, 03 Aug 2023 15:37:41 GMT

@Dragon66 You can check your welcome email on computer for the QR code so you can scan it with phone and install the eSIM . If it’s hasn’t already been installed . Check email and give it a try . Or wait for reply from support again for further instructions

Re: Stuck in install eSim

Dragon66 — Thu, 03 Aug 2023 15:45:29 GMT

I visited that email and played with that QR code since last night many times, different ways but nothing helped.

Re: Stuck in install eSim

Handy1 — Thu, 03 Aug 2023 15:49:48 GMT

@Dragon66 Maybe try resting your network settings and see if that helps at all . Otherwise you’re at the mercy of support. To help

Re: Stuck in install eSim

softech — Thu, 03 Aug 2023 15:52:43 GMT

@Dragon66 wrote:
Several rounds of private messages still not working. Just curious what exactly the QR code scanning will do? The strange looking scheme I mentioned in the original post not responding.

@Dragon66

scanning of the QR code is the way to manually install the eSIM profile on your phone. Usually, if it works well, the app can install it without QR code scanning. In your case, I think the eSIM failed to install. You can go back and check your eSIM profile to confirm if PM's esim is there

if the eSIM was never installed, I think support can regenerate. But if they can't you might need to go back and change to physical sim for now. They will get that eSIM regeneration limitation resolved, hopefully in a month or so

Re: Stuck in install eSim

Dragon66 — Thu, 03 Aug 2023 16:06:59 GMT

Thanks Softech for the pointer. By "You can go back and check your eSIM profile to confirm if PM's esim is there", where do I check this? My account? Phone?

Re: Stuck in install eSim

softech — Thu, 03 Aug 2023 16:11:38 GMT

@Dragon66

check here

Navigate: Settings-> Network & internet.
Tap SIMs.

Re: Stuck in install eSim

Dragon66 — Thu, 03 Aug 2023 16:30:30 GMT

When the old SIM is there, I was able to click the SIMS but everything is related to the old Lucky mobile and I can't seem to be able to change the information except the name. When I remove the card, SIMS greyed out.

Re: Stuck in install eSim

Dragon66 — Fri, 04 Aug 2023 15:22:13 GMT

Let's put an end to this topic. What I ended up doing is 15 minutes visit to a Telus store and $10 sim card. Log in to my account, changed the sim card number to my new card and restart. Done.

The Pixel 3 XL I have doesn't allow to set eSim, period.