topic Re: Activation problem in Get Support

Activation problem

Sumitra47 — Tue, 13 Feb 2024 19:51:50 GMT

I am having problem with eSIM activation. It’s been 2-3 hours but no help yet. How can we reach customers care services. Any contact number?

Re: Activation problem

Handy1 — Tue, 13 Feb 2024 19:11:27 GMT

@Sumitra47 Here’s how to contact support

send a private message To CS_Agents

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

Re: Activation problem

softech — Tue, 13 Feb 2024 19:24:36 GMT

@Sumitra47

before you check with PM support, please try this.

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/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: Activation problem

hTideGnow — Tue, 13 Feb 2024 19:24:42 GMT

HI @Sumitra47

do you have the esim installed? check the sim manager screen and see if a Public Mobile esim is showing there. Make sure it is enabled

Re: Activation problem

Sumitra47 — Tue, 13 Feb 2024 19:32:35 GMT

Still not working

Re: Activation problem

hTideGnow — Tue, 13 Feb 2024 19:39:57 GMT

HI @Sumitra47

were you not even able to install the esim? or the esim is there, enabled but not connecting?

But I think you really need to have support agent to help. please submit a ticket with CS Agent here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Activation problem

Sumitra47 — Tue, 13 Feb 2024 19:48:43 GMT

eSIM IS there but not connecting.

Re: Activation problem

Sumitra47 — Tue, 13 Feb 2024 19:56:42 GMT

I did everything possible but still not working.

Re: Activation problem

softech — Tue, 13 Feb 2024 20:14:42 GMT

@Sumitra47 iPhone or Android??