topic Re: Esim in Get Support

Esim

jennvetter — Sat, 07 Oct 2023 20:00:20 GMT

Hey gang my number has been confirmed as ported over to PM so now I’m trying to activate the esim which I’ve got the QR code for and I’m not having any luck so I cannot use my phone…

anyone able to help me get this esim thing fixed so I’ll be up and running??

Re: Esim

softech — Sat, 07 Oct 2023 19:59:42 GMT

@jennvetter

Did you get to the eSIM installation step? Either the app will ask for your permission to do it for you, or you can get the QR code to install yourself.

If you missed the step to install by the app, there is a QR code in your Welcome email. Open it from a computer, or another device, then use your phone to scan it to install the eSIM profile on your phone

Once you installed the eSIM profile, (or If you got passed that step eSIM installation step), try to reboot your phone once.

If it still does not connect and if you have another active sim on the phone , disable those non PM sim (eSIM/Physica sim) using the SIM Manager on the phone or simply remove the physical sim.

And make sure the one associated with PM sim and your phone number is enabled
(On iPhone: Settings->Cellular , make sure the PM eSIM is set as Primary and "Turn on This Line" is toggled on)

Then click Reset All Networks on your phone and it will work. (Please note that Reset all Networks will also erase your saved Wifi and Bluetoosh 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, please open ticket with PM support

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened. CS Agent will reply to you there

Re: Esim

computergeek541 — Sat, 07 Oct 2023 20:00:02 GMT

@jennvetter wrote:
Hey gang my number has been confirmed as ported over to PM so now I’m trying to activate the esim which I’ve got the QR code for and I’m not having any luck so I cannot use my phone…

anyone able to help me get this esim thing fixed so I’ll be up and running??

Are you using the Public Mobile website or are you using the Public Mobile app? Only the app can be used to finish the activation.

Re: Esim

jennvetter — Sat, 07 Oct 2023 20:07:48 GMT

Using the app how do I do that? I don’t see how to do it

Re: Esim

jennvetter — Sat, 07 Oct 2023 20:08:32 GMT

This is what I’m getting??

Re: Esim

hTideGnow — Sat, 07 Oct 2023 20:14:16 GMT

hi @jennvetter

I think you need support to send you another esim. Please submit ticket with CS agent here

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

Re: Esim

esjliv — Sat, 07 Oct 2023 20:16:50 GMT

Edit, is that message through the Public Mobile APP?

@jennvetter do you have an esim compatible phone?

We are all customers like you here, not public representatives. That message says to contact the carrier. So if you have an esim compatible phone than submit a ticket with CS_Agent.

Methods to contact Public Mobile Customer Support (CSA) below:

1-Normally Faster - use this link to: Get Help With Public Mobile Chatbot], also found in various places in Public webpages, and bottom right corner of the page (See the Chat Bubble),

2-OR, go to your ENVELOPE at the top right of your Community Account which is where your Inbox and Sent messages are. Select the orange/peach color box with the pencil inside it to start a new message. Type CS_Agent in the SEND TO box. This will create a private message to Public Mobile Customer Support.

Re: Esim

BKNS27 — Sat, 07 Oct 2023 21:01:51 GMT

@jennvetter

What is the make and model of your phone? We can check to see if it is compatible for eSIM.

Re: Esim

jennvetter — Sat, 07 Oct 2023 21:07:09 GMT

it’s a iPhone 13

Re: Esim

BKNS27 — Sun, 08 Oct 2023 01:26:40 GMT

@jennvetter

Yes the iPhone 13 is eSIM compatible but did you try scanning the QR code on the welcome to PM email?