topic Re: Unable to activate eSIM in Get Support

Unable to activate eSIM

Valdene2000 — Tue, 13 Aug 2024 18:37:01 GMT

I was changing from a Telus account to a public mobile account and everything went fine till we tried to activate the eSIM and it says unable to activate eSIM

Re: Unable to activate eSIM

computergeek541 — Tue, 13 Aug 2024 18:39:28 GMT

@Valdene2000 wrote:
I was changing from a Telus account to a public mobile account and everything went fine till we tried to activate the eSIM and it says unable to activate eSIM

Which model phone do you have? There have been some cases of the Public Mobile activation system informing customers that the phone was eSIM compatible even though it wasn't.

Re: Unable to activate eSIM

Ervy — Tue, 13 Aug 2024 19:25:17 GMT

1. Before removing the old Telus SIM card, you should have received a text message from Telus asking you to confirm that you’re porting your number over, and you have to reply “yes”.

2. Once that’s completed, you need to remove the old SIM card and restart your phone, that way your phone understands to use the PM SIM card (physical or eSIM, whichever you choose).

After restarting your phone, your phone should connect to the PM signal, and you should get a text message from PM telling you that you should restart your phone… clearly there’s a little glitch with their customer journey map that they might or might not be aware of.

Re: Unable to activate eSIM

computergeek541 — Tue, 13 Aug 2024 20:08:48 GMT

@Ervy wrote:
1. Before removing the old Telus SIM card, you should have received a text message from Telus asking you to confirm that you’re porting your number over, and you have to reply “yes”.
2. Once that’s completed, you need to remove the old SIM card and restart your phone, that way your phone understands to use the PM SIM card (physical or eSIM, whichever you choose).
After restarting your phone, your phone should connect to the PM signal, and you should get a text message from PM telling you that you should restart your phone… clearly there’s a little glitch with their customer journey map that they might or might not be aware of.

The eSIM card not being activated is unrelated to number porting.

Re: Unable to activate eSIM

JPC1 — Wed, 14 Aug 2024 18:37:57 GMT

Do you need to physically remove the old SIM card for the Public eSIM to pickup the phone #? I tried turning off the old SIM and it did not transfer the phone #. The old SIM still has the phone # and the eSIM has unknown #.

Re: Unable to activate eSIM

computergeek541 — Wed, 14 Aug 2024 18:47:57 GMT

@JPC1 wrote:
Do you need to physically remove the old SIM card for the Public eSIM to pickup the phone #? I tried turning off the old SIM and it did not transfer the phone #. The old SIM still has the phone # and the eSIM has unknown #.

You don't have to remove the old carrier's SIM card if you're using a Public Mobile eSIM for number porting to complete, but if the old carrier's SIM card isnt' active, I don't see any reason to keep it in the phone. Sometimes after number porting, the phone requires a reboot for everything to start working properly. However, as I was saying before, if there's no service at all on the Public Mobile service, that isn't a number porting issue since some of the Public Mobile services should be working even number porting failed or otherwise didn't complete.