topic Re: Navigating eSIM Compatibility Issues with My Samsung S20 Ultra 5G in Get Support

Navigating eSIM Compatibility Issues with My Samsung S20 Ultra 5G

crakbanville — Fri, 10 May 2024 19:27:43 GMT

Hi everyone,

I recently purchased a new plan with eSIM because the Public Mobile website indicated that it my phone was eSIM compatible. However, after buying the subscription and downloading the app, I was disappointed to find that the app claims my device is not eSIM compatible when attempting to Activate.

For reference, I have a Samsung S20 Ultra 5G.

Any support or advice on resolving this issue would be greatly appreciated.

Thanks in advance!

Re: Navigating eSIM Compatibility Issues with My Samsung S20 Ultra 5G

hTideGnow — Fri, 10 May 2024 19:30:24 GMT

HI @crakbanville

S20 has esim and it should work

but the activation system sometimes will falsely claim devices are not esim compatible. So, please ask agent to help, they might be able to send you an esim QR code to scan and 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: Navigating eSIM Compatibility Issues with My Samsung S20 Ultra 5G

crakbanville — Fri, 10 May 2024 19:34:33 GMT

@hTideGnow thanks for the tips, ill contact support and hopefully have this resolved!

Re: Navigating eSIM Compatibility Issues with My Samsung S20 Ultra 5G

Sansan — Fri, 10 May 2024 19:44:38 GMT

@hTideGnow I could never find eSIM in my phone settings. When I Google, it says to go to the SIM Manager under connections but I do not see where in my phone that option for Sim Manger?

Re: Navigating eSIM Compatibility Issues with My Samsung S20 Ultra 5G

crakbanville — Fri, 10 May 2024 20:05:18 GMT

I have the same issue when I tried to solution this myself via google.

Re: Navigating eSIM Compatibility Issues with My Samsung S20 Ultra 5G

Sansan — Fri, 10 May 2024 20:55:35 GMT

@crakbanville Ok, thought it was just me😁. I have this phone for two plus years and never saw it. When I signed up it did say it was not compatible.

But please let me know when you did out cause I'm curious.

BTW you will NOT get 5G services. Doesn't with here at PM on these phones S20 phones.

Re: Navigating eSIM Compatibility Issues with My Samsung S20 Ultra 5G

Neil11 — Sat, 11 May 2024 02:05:26 GMT

I have been PM since March S20 is not esim compatible, you will have to get a physical SIM. Spoke to CSA about not getting 5G speed, said it a phone issue and nothing can do about it. Google search indicates S20 issues with esim and 5g. You will prolly have to upgrade your phone to s21 or higher

Re: Navigating eSIM Compatibility Issues with My Samsung S20 Ultra 5G

softech — Sat, 11 May 2024 02:09:58 GMT

@Neil11 S20 has eSIM and is compatible with PM network

as to 5G, it is a known issue that S20 series does not work well with PM or Koodo, mainly because it was blocked on the OS level, an agreement between Telus and Samsung because both Koodo and PM did not have 5G support when S20 was introduced. Yes, PM and Koodo both supporting 5G but it is too late and Samsung no longer update the OS to allow the phone to use 5G on PM

But even with you connected on LTE, your speed shoudl still be as good as you are on 5G network (close to 200Mbos) Please try "Reset All networks" on your phone first, and also test the phone in different area

https://productioncommunity.publicmobile.ca/t5/Get-Support/Samsung-s20-5G/m-p/1043676#M728790

Re: Navigating eSIM Compatibility Issues with My Samsung S20 Ultra 5G

crakbanville — Sat, 11 May 2024 20:16:46 GMT

So what your telling me is PM has to send me a sim card now? 🙂

Re: Navigating eSIM Compatibility Issues with My Samsung S20 Ultra 5G

crakbanville — Sun, 12 May 2024 13:01:00 GMT

How long does it take for actual support to get back to me to get a regular sim?

Re: Navigating eSIM Compatibility Issues with My Samsung S20 Ultra 5G

hTideGnow — Sun, 12 May 2024 13:07:08 GMT

@crakbanville

They usually reply within 4 hours to your community inbox

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

if no reply, please message them again

Re: Navigating eSIM Compatibility Issues with My Samsung S20 Ultra 5G

crakbanville — Wed, 22 May 2024 13:35:54 GMT

Customer service must be bogged down. Its been 48 hours, no reply to my PM's from customer service....but i guess you get what you pay for.

Re: Navigating eSIM Compatibility Issues with My Samsung S20 Ultra 5G

crakbanville — Sat, 25 May 2024 00:12:23 GMT

So, I've been waiting 2 weeks for customer service to get back to me. This is starting to get unreasonable. They better reimburse my entire month..