topic Re: esim not activating in Get Support

esim not activating

SteveDDD — Sat, 28 Oct 2023 15:19:12 GMT

followed all the steps when starting a new service, iphone se, number port from virgin, everything went great and as expected but at the end of it, get error msg ....esim not activated, call provider... did network rest on phone also,removed old sim, still no luck

Re: esim not activating

JRod — Sat, 28 Oct 2023 15:23:34 GMT

@SteveDDD

When you go into your cellular settings do you see the eSIM listed there? If it is there, please click on it and make sure it’s selected as the primary SIM and that turn on this line is enabled. Then you can reboot your device.

If it isn’t listed there, you can try manually adding the eSIM with the QR provided in the welcome email from PM. If you didn’t receive a welcome email with a QR code you can reach out to customer service to re-issue one for you.

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: esim not activating

kb_mv — Sat, 28 Oct 2023 15:23:59 GMT

@SteveDDD wrote:
followed all the steps when starting a new service, iphone se, number port from virgin, everything went great and as expected but at the end of it, get error msg ....esim not activated, call provider... did network rest on phone also,removed old sim, still no luck

@SteveDDD Are you completing the activation using the app? I believe that is required.

Re: esim not activating

SteveDDD — Sat, 28 Oct 2023 15:28:00 GMT

Esim is there, all looks good, removed my other sim just in case it was causing issues, did network reset.. still not authurized

Re: esim not activating

JRod — Sat, 28 Oct 2023 15:29:54 GMT

@SteveDDD

Please reach out to customer service if the eSIM is enabled and isn’t activating after a reboot. I would guess that there was a SIM provisioning error and they can fix it on their end.

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: esim not activating

SteveDDD — Sat, 28 Oct 2023 15:34:09 GMT

the public mobile app on the phone says i have service..

Re: esim not activating

hTideGnow — Sat, 28 Oct 2023 15:37:39 GMT

HI @SteveDDD

so, eSIM clearly showing installed on the phone?

and you are using iPhone or Android?

if iPhone, make sure the phone number associated with the eSIM is set as Primary and enable Turn on this line

If same, please submit a ticket with CS Agent here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: esim not activating

SteveDDD — Sat, 28 Oct 2023 15:39:26 GMT

esim clearly showing installed and in order and on for voice and data

Re: esim not activating

SteveDDD — Sat, 28 Oct 2023 19:37:13 GMT

had no luck with the agent, was told iphone se going to need physical sim not esim, must have physical sim as primary on iphone se

Re: esim not activating

hTideGnow — Sun, 05 Nov 2023 17:12:49 GMT

hi @SteveDDD

which SE do you have?? 1st gen?

Anyway, get a PM sim card from Telus or Koodo or Amazon.ca, you can then change sim card from My Account, Profile page

Re: esim not activating

SteveDDD — Sun, 05 Nov 2023 17:28:59 GMT

we finally got it sorted , phone is 2nd gen SE , we went to store got physical sim card, still did. not work but was actually phone itself, sim worked in any other phone here.. so we just upgraded his phone and service works great .. some emei block i figure ( phone works fine with bell virgin but shows unlocked) …. end result is we are solved and working, was good learning curve for me going with public mobile.. i now know how to get answers and solutions 🙂 thankx for all the help from everyone:)