topic Re: esim not installing in Get Support

esim not installing

Andy29 — Mon, 18 Mar 2024 08:49:55 GMT

website indicates e sim compatible. at time of installation message saying e sim not compatible.

Would like to receive refund as esim does not work an cancel subscription

Re: esim not installing

HALIMACS — Mon, 18 Mar 2024 10:41:13 GMT

To contact a Customer Support Agent, there are 2 methods. Perhaps, if you're willing, they can help get things going with the e-SIM, if not, they'll take care of likely refunding if you are done with this place:

Use the ticketing system for a faster response time. Click here to create a support ticket, then type Customer Support Agent, then Contact Us, or,
Send a private message to Customer Support Agent by clicking here. You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: esim not installing

Andy29 — Mon, 18 Mar 2024 10:56:02 GMT

Thank you

Re: esim not installing

HALIMACS — Mon, 18 Mar 2024 11:01:05 GMT

You’re welcome @Andy29

I hope things can get worked out if you decide to stick around.

Re: esim not installing

softech — Mon, 18 Mar 2024 11:01:26 GMT

@Andy29 what model of phone do you have?

there is a chance that the error was there because the Public Mobile esim is already installed and just not properly enabled

On Android: Check your Sim Card Manager and see if a Public Mobile eSim is there. If so, make sure it is enabled.

On iPhone: check Settings > Celluar and see if the eSIM is there. If it is, make sure the PM eSIM is set as Primary on "Cellular Plan Label" and "Turn on This Line" is toggled on

And if the Public Mobile eSIM is there, disable or delete those non PM sim (eSIM/Physical sim).
If the non-PM sim is physical, remove it. If the non-PM sim is an esim, disable using the SIM Manager on the phone (or set as Secondary and turn off "Turn on this line" for this non-PM esim)

Then reboot the phone and 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, open ticket with PM support using Chatbot:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Login" and finally click "Click here to submit a ticket ↗"
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there