topic eSIM activation issues. in Get Support

eSIM activation issues.

BillUnger — Mon, 17 Jun 2024 04:10:03 GMT

Hello. I purchased a plan which included an eSIM. I tried to set it up on my son’s new iPhone and it said there is an activation error in the app. It says I need to speak to a customer service agent. If someone could direct me to said person then that would be great.

Re: eSIM activation issues.

Chalupa_Batman — Mon, 17 Jun 2024 02:51:09 GMT

Hello @BillUnger

Here is how you can create a ticket for help.

To Submit a ticket, please click the following link to access the Public Mobile Chatbot: https://widget.telus.tiia.ai/publicmobile/publicmobile.html Type: Customer Service Agent

IMPORTANT INFORMATION: I am not a Public Mobile employee. I am a customer just like you. Please do not send me a private message with your personal information.

Re: eSIM activation issues.

softech — Mon, 17 Jun 2024 02:51:53 GMT

@BillUnger

there is a chance that the error was there because the Public Mobile esim is already installed and just not properly 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 private message:

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