topic Re: eSIM not installed error on iPhone 13 in Get Support

eSIM not installed error on iPhone 13

Nthockey87 — Sat, 07 Sep 2024 03:55:26 GMT

Received eSIM not installed error after signing up with Public Mobile. Hours later and have not received welcome email for QR code to setup eSIM. Can someone please assist?

Re: eSIM not installed error on iPhone 13

Chalupa_Batman — Sat, 07 Sep 2024 04:23:57 GMT

Hello @Nthockey87

Best to create a ticket and speak to CS Agents tomorrow. Here's how.

To submit a ticket with CS Agent using this Chatbot link

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

Type Customer Service and follow the prompts. If you are having any issues, here is a direct link by sending a private message

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

Re: eSIM not installed error on iPhone 13

softech — Sat, 07 Sep 2024 04:27:11 GMT

@Nthockey87

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 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