topic Re: eSIM in Get Support

eSIM

Ka_th — Fri, 26 Apr 2024 04:13:55 GMT

I bought an eSIM plan today and successfully transferred my number over from Roger’s but I still can’t send or receive messages or calls and I am confused why as I have waited 5+ hours

Re: eSIM

softech — Thu, 25 Apr 2024 19:52:45 GMT

@Ka_th let's put aside the text issue as PM is current having some problem setting up texting with new activations

But can you at least able to make outgoing calls? Mobile data works?

Check if your esim installed properly

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

if you don't see the Public Mobile esim there, check the Welcome email, there should be a QR code for the esim for you to scan and install manually)

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

Re: eSIM

Ka_th — Thu, 25 Apr 2024 20:28:53 GMT

How long should I expect to wait till I can text people again?

Re: eSIM

softech — Thu, 25 Apr 2024 20:30:36 GMT

@Ka_th

so, you are able to make and receive calls and mobile data works? just problem with Text?

Only do this if text is your only problem:

PM has problem provisioning text capability for new activations. And if you are iPhone users, iMessage activation is impacted without a working SMS.

PM is working on a fix but for now, they can only resolve the issue on a case by case basis. Please open ticket with PM support: