topic Re: eSIM in Get Support

eSIM

Yvonne13 — Sat, 30 Sep 2023 19:20:12 GMT

I was unable to set up my eSIM. How do I get another. I also need to pick a new number. How can I go back ask for one.

Re: eSIM

LitlLdy — Sat, 30 Sep 2023 19:32:44 GMT

@Yvonne13 wrote:
I was unable to set up my eSIM. How do I get another. I also need to pick a new number. How can I go back ask for one.

@Yvonne13 , what was the error message you received when trying to install the eSIM? Did you receive the QR Code in your email to scan it?

Have you rebooted your phone?

In cellular settings make sure that “Turn On This Line “ (for iPhone ) is selected. (I am not positive where the setting is on a different phone to turn it on, possibly ‘Turn on your eSIM under Mobile Network’), reboot your phone. (You may need to reset network settings then reboot)

Edit: If none of those work please send a private message to CS_Agent for help. Once that is working you will be able to choose a new phone number on your account.

You can send a private message to a CS_Agent using the link: -> https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Customer Support Agents are available from:

Monday to Sunday: 9 AM to 10 PM EST

A CS_Agent will respond back in your Community mailbox (envelope icon) at the top right of this page to the left of your community avatar on your computer or by clicking on your avatar on your device.

Re: eSIM

Yvonne13 — Sat, 30 Sep 2023 19:33:21 GMT

I believe the message was unable to install eSIM, try again or contact your carrier. How do I contact a self serve carrier.

Re: eSIM

Handy1 — Sat, 30 Sep 2023 19:47:41 GMT

@Yvonne13 Here’s how to contact support

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

LitlLdy — Sat, 30 Sep 2023 19:56:17 GMT

@Yvonne13 wrote:
I believe the message was unable to install eSIM, try again or contact your carrier. How do I contact a self serve carrier.

@Yvonne13 , I gave you the link to send a private message to CS_Agent for help. @Handy1 gave the link to you again 🙂

Sometimes that error message appears but my instructions have worked for some Customers!

I’m sorry I know it’s frustrating 😔

Edit: Once you click on the link it will open up a private message with CS_Agent name already pre-filled in the send to field. Fill in the message subject & message body then send. See image below.

Then keep an eye on your private mailbox for a response back.