eSIM Not Installed

jasonw223 — Thu, 16 May 2024 15:36:26 GMT

Hey, I am getting the following error when trying to set up my eSIM. When I open and log in to the app, it goes past the activation portion, I authorize it to change my eSim settings, and then I get the following error:

Something didn't go right while installing your eSIM. Click below to retry.

I've tried taking out my previous SIM, restarting the phone, resetting the mobile network settings etc. Any ideas? Phone is a Galaxy S21 5G previously with a Koodo SIM. Thanks!

Re: eSIM Not Installed

softech — Thu, 16 May 2024 15:41:55 GMT

@jasonw223

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

topic eSIM Not Installed in Get Support

eSIM Not Installed

Re: eSIM Not Installed