topic Re: E-SIM not working on iPhone 13 in Get Support

E-SIM not working on iPhone 13

Sophie0117 — Thu, 09 Nov 2023 18:42:19 GMT

Did the line transfer. Clicked to install esim and everything but my phone is on « sos ». Tried the QR code to réinstaller the esim in the e-mail and I get an error message.
Tried removing the old physical sim card, restarting the phone, etc still doesn’t work.

Anyone knows what to do next?

Thank you

Re: E-SIM not working on iPhone 13

hTideGnow — Thu, 09 Nov 2023 18:43:58 GMT

HI @Sophie0117

Check iPhone, if eSIM is installed, then maybe just system setup problem, but you need to have CS agent to check the system, please submit a ticket with them

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

Re: E-SIM not working on iPhone 13

Sophie0117 — Thu, 09 Nov 2023 18:45:23 GMT

The -SIM does not appear to be on the phone. There is no sim card associated next to the phone number

Re: E-SIM not working on iPhone 13

softech — Thu, 09 Nov 2023 18:49:22 GMT

@Sophie0117

First, 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. Since it is an iPhone, check Settings->Cellular , make sure the PM eSIM is set as Primary on "Cellular Plan Label" 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 Bluetooth 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: E-SIM not working on iPhone 13

softech — Thu, 09 Nov 2023 18:51:06 GMT

@Sophie0117

if eSIM not installed, and I think you tried the eSIM QR already, please open ticket with PM support

Re: E-SIM not working on iPhone 13

Sophie0117 — Thu, 09 Nov 2023 18:53:30 GMT

How do i pm support? It doesn’t find the user…

Re: E-SIM not working on iPhone 13

softech — Thu, 09 Nov 2023 18:54:29 GMT

@Sophie0117 wrote:
How do i pm support? It doesn’t find the user…

@Sophie0117

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