topic Re: eSim in Get Support

eSim

NikRoy — Mon, 19 Feb 2024 15:57:12 GMT

My physical sim wasn't working. I tried everything. So I bought an eSim thinking that would fix the problem. Still no service. I've restart my phone like 50 times since yesterday. On my profile, it's showing the new eSim. Why am I still not connected to the network? Very frustrated. Been with Public Mobile for like 5 years and seriously considering changing because this is such a hassle to fix. Not being able to call a customer service is very frustrating and no help with the bot.

Re: eSim

fixin — Thu, 15 Feb 2024 14:01:19 GMT

@NikRoy - Try reseting network settings, if it doesn't work, then contact CS_Agent.

⬇️ Click the link for an Agent * ⬇️

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

* - CS_Agent will typically get back to you within 48 hours. Please ensure that you pay attention for an agent because they may notify you asking for some information via Private Message, in your mailbox by clicking this link here: Messages

Re: eSim

softech — Thu, 15 Feb 2024 14:08:06 GMT

@NikRoy

Have ou installed the esim yet? Check the SIM Manager (on Android) or Settings > Cellular (on iPhone) to see if you see a Public Mobile sim card there

Once you installed the eSIM profile, try to reboot your phone once more

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: eSim

NikRoy — Thu, 15 Feb 2024 14:10:46 GMT

My Sim card in use is not there. Can I add it?

Re: eSim

softech — Thu, 15 Feb 2024 14:11:46 GMT

@NikRoy wrote:
My Sim card in use is not there. Can I add it?

@NikRoy

you meant physical sim card?

is that a brand new one or old?

Re: eSim

NikRoy — Thu, 15 Feb 2024 14:44:31 GMT

No, I took out the physical card once I seen the eSim was active on my profile.

Re: eSim

NikRoy — Thu, 15 Feb 2024 14:45:57 GMT

I mean when I go to reset network settings, the step that says tap sim card in use is not there

Re: eSim

softech — Thu, 15 Feb 2024 14:53:39 GMT

@NikRoy

if you have properly buy a esim , then physical sim would not be functional anymore. Remove the physical sim card

Re: eSim

Yummy — Thu, 15 Feb 2024 15:02:01 GMT

You should resolve issue with physical SIM and not to rush to buy eSIM.

What issue do you have with physical SIM? If you already transferred your number form SIM to eSIM and it is not working now you have to buy another SIM and try again.

Why do you rush before asking here for help?

Re: eSim

NikRoy — Thu, 15 Feb 2024 15:04:26 GMT

I'm aware of that. Physical Sim has been removed

Re: eSim

NikRoy — Thu, 15 Feb 2024 15:16:20 GMT

I have already activated eSim. I tried trouble shooting all day yesterday. No I did not come here and ask because this is not very user friendly to me. Nothing I'm doing is working. I need actual tech support. I just sent an email to them