topic Re: Need help please in Get Support

Need help please

JustinE88 — Thu, 02 May 2024 12:34:33 GMT

Someone help me or tell me how to active my eSIM please

Re: Need help please

HALIMACS — Thu, 02 May 2024 10:48:56 GMT

@JustinE88

Please follow through this link for details on E Sims:

https://www.publicmobile.ca/en/ns/get-help/articles/esim-faqs

Re: Need help please

softech — Thu, 02 May 2024 11:56:57 GMT

@JustinE88

iphone or Android?

Did you get to the eSIM installation step? Either the app will ask for your permission to do it for you, or you can get the QR code to install yourself.

If you missed the step to install by the app, there is a QR code in your Welcome email. Open it from a computer, or another device, then use your phone to scan it to install the eSIM profile on your phone.

Once you installed the eSIM profile, (or If you got passed that step eSIM installation step), try to reboot your phone once.

If it still does not connect and if you have another active sim on the phone, disable those non PM sim (eSIM/Physical sim) using the SIM Manager on the phone or simply remove the physical sim.

And make sure the one associated with PM sim and your phone number is enabled.
(On iPhone: Settings->Cellular , make sure the PM eSIM is set as Primary on "Cellular Plan Label" and "Turn on This Line" is toggled on)

Then 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, Please open ticket with PM support:

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 "Log In", 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: Need help please

JustinE88 — Fri, 03 May 2024 05:06:43 GMT

So when it is activating the sims to goes till it it almost done then says sorry cannot active eSIM and to contact customer support but I can’t find where to do that

Re: Need help please

softech — Fri, 03 May 2024 05:08:40 GMT

@JustinE88

as said above, this is how to message support for help

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

But did you check your Sim Manager or Settings>Cellular screen to see any chance the Public Mobile esim is there and just not enabled properly?

Re: Need help please

JustinE88 — Fri, 03 May 2024 05:25:51 GMT

It does show it but then it says this when I go in to my phone settings please someone help me

Update by Softech: remove image for privacy

Re: Need help please

softech — Fri, 03 May 2024 05:32:54 GMT

HI @JustinE88

are you on iPhone? if so, you need to check the Settings > Cellular screen and see if Public Mobile eSIM has "Turn on this line" enabled

if you still unable to make the esim work, please message support agent

Also, for your privacy, I have removed the image from the post. Please go to your Image Library: https://productioncommunity.publicmobile.ca/t5/media/gallerypage/user-id/413351/tab/all and delete your image there. Hover the mouse to the top right corner of the image and click X to delete it

Re: Need help please

JustinE88 — Fri, 03 May 2024 16:37:04 GMT

I submitted a ticket and they asked me for my number and my email so sent that to them and I’m just waiting now so I hope they come back soon thanks

Re: Need help please

JustinE88 — Fri, 03 May 2024 21:29:15 GMT

Thanks everyone who helped me out to try and figure out what was going on with my account come to find out i couldn’t use the eSIM (but I had one like 2 weeks ago from public mobile and then my account got locked out for no reason ) I guess my phone now will not work with the eSIM so I had to drive 53 mins to town and go and buy a sim thanks everyone have a great rest of your day