topic Activation issue in Get Support

Activation issue

Newfiegal58 — Thu, 02 Nov 2023 23:00:00 GMT

I tried using the esim but my phone isn’t working. SOS is showing where Public Mobile should be. My phone number is 1-###-###-####.

Re: Activation issue

JRod — Thu, 02 Nov 2023 22:51:43 GMT

@Newfiegal58

When you go to your cellular settings does it show the eSIM? If it does, click on it to make sure it’s enabled and that it’s being used as the primary sim. Once this has been done, try resetting your network settings and then reboot your device.

If you cannot see your eSIM listed in your network settings, you can try to manually add it using the QR code that should have been sent to you in the welcome email. If you never received a welcome email with the QR code then you’ll have to reach out to customer service to re-issue you a QR code.

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: Activation issue

softech — Thu, 02 Nov 2023 22:59:29 GMT

@Newfiegal58

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: Activation issue

hTideGnow — Thu, 02 Nov 2023 22:59:31 GMT

HI @Newfiegal58

first check if your esim installed, check sim manager. if it is there, try Reset All Networks