topic Re: Unable to activate esim in Get Support

Unable to activate esim

Kevinc63 — Tue, 21 Nov 2023 23:42:50 GMT

When I tried installing the esim for my new account, it said it was unable to activate and suggested try installing again or contact carrier for assistance. When I did this and tried to scan the QR code again for the esim it says it's unable to download.

Already tried rebooting iphone with no success.

Any suggestions?

Re: Unable to activate esim

hairbag1 — Tue, 21 Nov 2023 23:48:45 GMT

@Kevinc63

use this link to message Customer Support to assist your activation..

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

watch the little envelop icon in top right side of this page will be highlighted when they respond.

Re: Unable to activate esim

LitlLdy — Wed, 22 Nov 2023 00:01:40 GMT

@Kevinc63 , if it would’ve installed I would suggest this after reboot your iPhone which worked for me:

In cellular settings make sure that ‘Turn On This Line’ is selected & reboot your phone. (You may need to reset network settings then reboot)

Please let us know what the CS_Agent says.

Re: Unable to activate esim

Gwanzi — Wed, 22 Nov 2023 00:10:02 GMT

If you're encountering issues activating an eSIM on your iPhone and rebooting hasn't resolved the issue, here are some additional steps you can try:

Check Internet Connection: Ensure you have a stable Wi-Fi or cellular data connection, as this is necessary for downloading and activating the eSIM.
Clear Previous eSIM Profiles: If you have previous eSIM profiles installed, try removing them before installing the new one.
Update iOS: Ensure your iPhone is running the latest version of iOS, as updates often include fixes for connectivity issues.
Reset Network Settings: Go to Settings > General > Reset > Reset Network Settings. This will reset Wi-Fi networks and passwords, cellular settings, and VPN and APN settings you've used before.
Contact Carrier: If the issue persists, contact Public Mobile for assistance. There might be an issue with the eSIM profile or activation process on their end.

Re: Unable to activate esim

Kevinc63 — Wed, 22 Nov 2023 01:34:09 GMT

The solution from the customer service agent was to download and install another esim. Once we did this, it worked right away. Not a big deal, but this esim wasn't free whereas the first one was with the Black Friday sale. Surprising that there is ever an esim charge since it is just a small chunk of software delivered over the internet.

Thanks for all the responses!

Re: Unable to activate esim

Kevinc63 — Wed, 22 Nov 2023 02:00:31 GMT

Just heard back from CS agent. They are going to reimburse the $5 for the esim. Nice!

Kevin