topic Issue with number transfer / eSIM activation in Get Support

Issue with number transfer / eSIM activation

kimeow — Fri, 15 Mar 2024 00:13:11 GMT

Hello,

I’m having trouble activating my eSIM. I have downloaded the app and initially tried activating my subscription on the app. I got an error and couldn’t get passed step 6 (screenshot attached). I tried using the Get Support button and contacting support but it wouldn’t let me log in. It just get stuck on a blank screen.

Some information if it helps: I’m switching over from Koodo and want to keep my current number. I clicked Transfer Number instead of New Number in previous steps as I didn’t know I would need to click on New Number if switching over from Koodo. The app doesn’t let me redo my choices.

would appreciate any help thanks.

Re: Issue with number transfer / eSIM activation

Handy1 — Fri, 15 Mar 2024 00:14:35 GMT

@kimeow @You can use this direct link to support if chat bot not working for you

send a private message To CS_Agents

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

Re: Issue with number transfer / eSIM activation

hTideGnow — Fri, 15 Mar 2024 00:15:03 GMT

HI @kimeow

can you check your sim manager and see if a Public Mobile esim is there? if it is , you just need to enable it , or set as Primary and make sure "Turn on this line"

and if still have the old sim card in the phone, remove it and reboot and test.

if the esim really not there or unable to turn it on, please submit a ticket with CS Agent using this Chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437