topic Re: Esim not installed when plan purchased through app in Get Support

Esim not installed when plan purchased through app

nmohamme — Wed, 06 Sep 2023 14:53:50 GMT

I have a PIxel 7. I am switching to Public from Fido. Ive gone through the payment and selecting an esim option, however its now 12 hours later and my phone says I have no sim card activated in it. I took out my Fido sim after I got a notification saying it was now 'unprovisioned'.

Other forum questions say to just us a QR code that would have been sent in the welcome email, however, I have no such QR code in my activation email.

Any help would be appreciated

Re: Esim not installed when plan purchased through app

JRod — Wed, 06 Sep 2023 14:59:19 GMT

@nmohamme

If you never received the QR in the welcome email then you’ll need to contact someone from customer service for PM. They will be able to issue you a new one. Please click this link below to message customer service:

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

Keep an eye on your mailbox here as that is where your reply will come in (envelope icon on desktop, click your avatar icon in the corner and then click messages it on mobile).

Re: Esim not installed when plan purchased through app

Handy1 — Wed, 06 Sep 2023 14:59:22 GMT

@nmohamme Please submit ticket with support using this direct link to get it fixed

send a private message To CS_Agents click

VVVVV Link below VVVVV

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

Re: Esim not installed when plan purchased through app

babasheep — Wed, 06 Sep 2023 15:05:04 GMT

I’m in the same boat. Tried activating last night and got the same error message. Apparently after you private message customer service it can take hours for them to reply. I am also waiting. Sorry not much help but wanted to share you’re not alone.

Re: Esim not installed when plan purchased through app

Handy1 — Wed, 06 Sep 2023 15:07:02 GMT

@babasheep Note support hours are 9am -10PM EST keep and eye on your community in box for there reply or use this link to it

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Esim not installed when plan purchased through app

Fang777 — Wed, 06 Sep 2023 15:14:18 GMT

Hi,

i experienced the same issue when i active my e sim card yesterday, SOS only, no signal. this is what i did, log into your account, create a issue ticket, support stuff looked after my issue. Active another e sim card for me and send me a QR code, scan the QR Code, follow the instruction to active esim card on your phone. WORKS!!

Re: Esim not installed when plan purchased through app

babasheep — Wed, 06 Sep 2023 15:29:09 GMT

How long did it take for the agent to get back to you? The link for me to submit a ticket didn’t work so I had to private message instead.

Re: Esim not installed when plan purchased through app

Fang777 — Wed, 06 Sep 2023 15:35:32 GMT

i tried several times, so the website allow me to create ticket finally. Seems the website doesn't work well sometimes. Keep trying

Re: Esim not installed when plan purchased through app

babasheep — Wed, 06 Sep 2023 15:59:00 GMT

Good to know, thanks!

Re: Esim not installed when plan purchased through app

Fang777 — Wed, 06 Sep 2023 16:00:26 GMT

around 20 minutes, i got a respond from a support stuff

Re: Esim not installed when plan purchased through app

Jakezxcxz — Wed, 06 Sep 2023 21:59:01 GMT

same

Re: Esim not installed when plan purchased through app

hTideGnow — Wed, 06 Sep 2023 22:01:17 GMT

HI @Jakezxcxz

i think @nmohamme and @Fang777 cases are different, they are new activation, and they got their QR via Welcome letter. Ask agent to send you the QR code

@nmohamme and @Fang777 , are you both able to activate eSIM in the end?

Re: Esim not installed when plan purchased through app

Fang777 — Wed, 06 Sep 2023 22:05:53 GMT

LOG IN YOUR ACCOUNT, CLICK CHATBOT, CREATE TICKET, GET RESPOND FROM SUPPORT, ASK QR CODE, SCAN AND ACTIVITE YOUR E SIM CARD.