topic Re: New subscriber problem in Get Support

New subscriber problem

Babselle — Tue, 03 Oct 2023 15:02:48 GMT

I don`t know what I did wrong but I tried to subscribe using an esim and suddenly got to a page that said my device is not esim compatible. I got a welcome from publicmobile.ca but I can't even get into my account.

Re: New subscriber problem

JRod — Tue, 03 Oct 2023 15:06:06 GMT

@Babselle

What phone do you have? On occasion that device incompatible error comes up on phones that are in fact eSIM compatible. If your phone is in fact compatible you can manually add it using the QR code that was sent in the welcome email.

If your device isn’t eSIM compatible you can purchase a physical SIM card and get support to add it to your account as the account will not be fully setup until activation is complete.

Re: New subscriber problem

hTideGnow — Tue, 03 Oct 2023 15:06:41 GMT

HI @Babselle

you can try to install the eSIM yourself. Check your Welcome email, is there a QR code there? if there is one, try to scan it and install the eSIM, then reboot the phone, Reset All networks on your phone and test the service

Re: New subscriber problem

Babselle — Tue, 03 Oct 2023 15:07:48 GMT

My new phone is an S21 FE 5G. I did not see a QR code in the welcome email

Re: New subscriber problem

hTideGnow — Tue, 03 Oct 2023 15:10:55 GMT

@Babselle wrote:
My new phone is an S21 FE 5G. I did not see a QR code in the welcome email

HI @Babselle

no worries, it is eSIM compatible

But since no QR code there, please submit a ticket with CS agent and they will generate you one and send you

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

Re: New subscriber problem

JRod — Tue, 03 Oct 2023 15:13:00 GMT

@Babselle

Based on a quick google search it sounds like eSIM might not be enabled on that model in Canada. Your best bet will be to purchase a physical SIM card off of Amazon (faster and cheaper) or picking up from a Local Telus Corporate store but call ahead before making the trip.

Then you can contact support and have them add the SIM to your account instead of eSIM.

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 if on mobile).

Re: New subscriber problem

JRod — Tue, 03 Oct 2023 15:14:27 GMT

@hTideGnow

The official Samsung webpage for that model states otherwise. Found on the bottom of the page in the fine print:

“*Use of eSIM/Hybrid SIM/Dual SIM on Galaxy devices has not been enabled in Canada.”

https://www.samsung.com/ca/smartphones/galaxy-s21-5g/galaxy-s21-fe-5g/

Re: New subscriber problem

hTideGnow — Tue, 03 Oct 2023 15:16:40 GMT

HI @JRod you might be right

But @Babselle can you check your phone? Check About to see if you have 2 IMEI and check SIM manager on your phone

Re: New subscriber problem

Babselle — Tue, 03 Oct 2023 15:32:21 GMT

High Htide, I also thought my new phone was esim compatible but I got a reply from JRod which says that my phone is NOT esim compatible and he suggested I get a regular Sim card from amazon or a Telus store. and send a request to a CS.

Re: New subscriber problem

Babselle — Tue, 03 Oct 2023 16:06:42 GMT

Thank you very much JROd and @hTideGnow . I found on another webside a comment that lists all the S21 models that are esim compatible and the only model missing is the FE model. No reason why. I will try to get a regular sim card from the Telus store. Thank you both for your help.

Re: New subscriber problem

Babselle — Tue, 03 Oct 2023 23:43:57 GMT

Hi JRod,

The link you gave me above failed to authenticate. it said the ticket is mismatched. Ccould I please have another link?

Re: New subscriber problem

hTideGnow — Tue, 03 Oct 2023 23:55:05 GMT

hi @Babselle

try this

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

ot go to CS agent profile here: @CS_Agent and click Send Message

Re: New subscriber problem

Babselle — Wed, 04 Oct 2023 00:00:04 GMT

Ignore my last request for a new CS link. The one you gave me finally worked. Thanks again!