topic Re: E-Sim problems in Get Support

E-Sim problems

Cetrul — Wed, 01 May 2024 23:02:37 GMT

Hi there,

I've purchased a service plan and opted for an E-Sim. Since I am having issues with that, how do I go about having a physical sim card sent to me?

Re: E-Sim problems

Handy1 — Wed, 01 May 2024 23:09:18 GMT

@Cetrul You can order one from Amazon $4.99 there right now. or call around to local Telus Koodo store some have them In stock . Then log into your account profile page and sim swap the number .

SIM SWAPPING profile tabs

If you can’t log in .direct message support and have them sim swap the number for you .

private message To CS_Agents

⬇️⬇️⬇️⬇️⬇️Link below ⬇️⬇️⬇️⬇️⬇️

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

Re: E-Sim problems

softech — Wed, 01 May 2024 23:18:53 GMT

@Cetrul what exact eSIM problem you have?? if it is a setup problem, give it another chance

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

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: E-Sim problems

Cetrul — Wed, 01 May 2024 23:42:54 GMT

Thanks for the reply. I can't even get to that point because when I log in it wants to send me a text message but I can't receive any due to the E-Sim not working

Re: E-Sim problems

softech — Wed, 01 May 2024 23:44:39 GMT

@Cetrul

then use open ticket via direct message . 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: E-Sim problems

Cetrul — Wed, 01 May 2024 23:52:02 GMT

Than you for your help. I will try this out.