topic Re: eSIM won't activate in Get Support

eSIM won't activate

Th3Dragon — Tue, 30 Jul 2024 17:11:56 GMT

Hi, I recently purchased my plan but the eSIM won't activate. I even tried to remove my current physical sim card and it still did not work. I do not want to purchase a physical SIM card as I still need my old one. Any suggestions?

Re: eSIM won't activate

softech — Tue, 30 Jul 2024 17:15:08 GMT

@Th3Dragon

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 by 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

Re: eSIM won't activate

TheSterlinger — Tue, 30 Jul 2024 17:17:01 GMT

@Th3Dragon
Check your phone setting to make sure that the Public Mobile eSIM is set to enabled and primary.

Re: eSIM won't activate

Th3Dragon — Tue, 30 Jul 2024 17:19:31 GMT

The app did prompt me to activate the eSIM and I did go through with the process but it would not activate, stuck trying to activate then prompted a fail message. I tried to contact support the way you said to already and even tried deleting the eSIM and getting a new one sent to me but it still isn't working. I haven't tried to reset my network settings yet.

Re: eSIM won't activate

Th3Dragon — Tue, 30 Jul 2024 17:19:59 GMT

The thing is, it never successfully activated in the first place

Re: eSIM won't activate

hTideGnow — Tue, 30 Jul 2024 17:21:15 GMT

HI @Th3Dragon

sound like you did all you can on your end, you need CS agent to check and help you with that. Please message them using this link

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