topic Install esim in Get Support

Install esim

Romario — Tue, 27 Aug 2024 05:24:16 GMT

eSim is not installing. Tell me the next steps. I have an android phone. I reseted the network settings, turned off all the SIM cards in the phone and rebooted the phone several times but it is just sitting at at installation page for a very long time.

Re: Install esim

Sansan — Tue, 27 Aug 2024 11:36:03 GMT

@Romario have you checked the SIM Manger settings in your phone to see if the esim is there? Sometimes it just needs to be enabled. If it's not there, check your welcome email.

From the welcome email you can scan it or enter the steps manually best if you have a computer to do so.

Then reset networks might have to do this several times for it to work. Make sure you remove any physical SIM.

After doing this if it's still not working you will need the assistance of a customer service representative.

You can use the chatbot:

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Or if that's not working the following link below directly.

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

Re: Install esim

softech — Tue, 27 Aug 2024 12:34:53 GMT

@Romario

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.

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

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 by private message CS Agent using this link:
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 will reply to you there