topic Re: eSIM activation not working in Get Support

Re: eSIM activation not working

Bigs19 — Fri, 22 Mar 2024 23:39:33 GMT

I have botten 2 and do not know how to load It on the phone.

what is a sm-dp+ address. googled it but no help

Re: eSIM activation not working

hTideGnow — Fri, 22 Mar 2024 23:42:47 GMT

you dont use the sm-dp+ address to install esim. The app should instlal it for you or you should get a welcome email and there is a QR code to scan and install esim

Re: eSIM activation not working

Bigs19 — Fri, 22 Mar 2024 23:48:24 GMT

ok I found his welcome email.... and tried the qr code and it says its not working

Re: eSIM activation not working

softech — Fri, 22 Mar 2024 23:50:32 GMT

@Bigs19

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 or the eSIM really not installed yet, 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

Re: eSIM activation not working

hTideGnow — Fri, 22 Mar 2024 23:54:35 GMT

HI @Bigs19

the email is about QR code for the esim and not the qr code to download PM app? many got that mixed up

if it is really for QR code and you cannot install,   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

Re: eSIM activation not working

Bigs19 — Fri, 22 Mar 2024 23:56:27 GMT

I don't know what I did but I think it may have worked???? have to leave it now, but ill check the phone in a bit.

thanks

Re: eSIM activation not working

Luddite — Mon, 01 Apr 2024 16:19:13 GMT

@softech Oddly enough I think mixing up Prime label with another SIM caused my initial installation to fail. Plus no email with QR code was sent. Solution was remove all SIMs from the phone, reset networks, and purchase the eSIM from scratch labeling it Prime.

Re: eSIM activation not working

softech — Mon, 01 Apr 2024 16:41:27 GMT

@Luddite yes, label is an issue for many "failed" esim setup here. That's why best to disable all other eSIM and remove the physical sim card of the old one, then label would not been needed if only PM sim/esim is there