topic Re: no connection new customer in Get Support

no connection new customer

Hawkshaw — Thu, 04 Jan 2024 02:16:56 GMT

Just transferred from Mobility. eSim installed. No connection. iPhone 13 MaxPro

Re: no connection new customer

softech — Thu, 04 Jan 2024 02:19:02 GMT

iphone or android? and you clearly see the PM esim installed?

If it still does not connect and if you have another active sim on the phone, disable those non PM sim (eSIM/Physical 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 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: no connection new customer

hTideGnow — Thu, 04 Jan 2024 02:19:52 GMT

Hi @Hawkshaw

remember, do not try to delete the esim if it is already installed, the deletion will cost you $5 🙂

Try to Reset All networks and test again

Re: no connection new customer

Handy1 — Thu, 04 Jan 2024 02:19:59 GMT

@Hawkshaw here’s link for support

send a private message To CS_Agents

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

Re: no connection new customer

Hawkshaw — Thu, 04 Jan 2024 02:22:44 GMT

iPhone 13 MaxPro

How do I "clearly" see the PM eSim intalled. ?

Re: no connection new customer

softech — Thu, 04 Jan 2024 02:24:35 GMT

@Hawkshaw

On iPhone: Settings->Cellular , make sure the PM eSIM is set as Primary on "Cellular Plan Label" and "Turn on This Line" is toggled on

and it helps to remove your old physical sim card from your old carrier, or if your old one was a eSIM too, please disable it (toggle off Turn off this line for your old carrier esim)

Re: no connection new customer

Hawkshaw — Thu, 04 Jan 2024 02:28:50 GMT

Excellent - thank you

Re: no connection new customer

softech — Thu, 04 Jan 2024 02:30:09 GMT

@Hawkshaw

working now?

Re: no connection new customer

Hawkshaw — Thu, 04 Jan 2024 02:52:10 GMT

solution found thanks

Re: no connection new customer

Hawkshaw — Thu, 04 Jan 2024 02:54:54 GMT

Primary was what I was missing

Re: no connection new customer

softech — Thu, 04 Jan 2024 02:59:40 GMT

@Hawkshaw

glad it helped.

Yes, that's what the Community for. We always try to help before asking people to talk to CS_agent, which is the longer route

Enjoy the savings 🙂