topic Re: eSIM in Get Support

eSIM

SM1983 — Tue, 29 Oct 2024 16:30:59 GMT

I can't seem to get the eSIM to activate on my OnePlus 12. Now I can't do anything with my phone for call or text. Anyone run into this? I just set up an account and am switching to public mobile.

Re: eSIM

slusagm — Tue, 29 Oct 2024 16:34:07 GMT

you need support to help or maybe sent you another esim

You won't be able to open proper Chatbot ticket, so just message them

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

Re: eSIM

will13am — Tue, 29 Oct 2024 16:34:45 GMT

@SM1983 , does the SIM manager show the SIM as installed? You need to set the e-SIM as the default.

Re: eSIM

hTideGnow — Tue, 29 Oct 2024 16:34:55 GMT

HI @SM1983

is the esim already installed on the phone? is it set as active? do you have another esim or sim card still ? remove the other one (or disable)

try Reset All Networks

if same, ask support agent to help. Please message them here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: eSIM

SM1983 — Tue, 29 Oct 2024 16:36:17 GMT

My old sim is still in the phone and shows that as default. Nothing under esim

Re: eSIM

slusagm — Tue, 29 Oct 2024 16:38:33 GMT

were you using the app to subscribe? or just the website? if you didn't download the app, then the subscription was not completed. Download PM app and continue

Re: eSIM

hTideGnow — Tue, 29 Oct 2024 16:38:55 GMT

HI @SM1983

the PM esim was not even installed

did you get a Welcome email from PM? there is a esim QR code, you need to scan and install the PM esim

Re: eSIM

will13am — Tue, 29 Oct 2024 17:02:22 GMT

@SM1983 wrote:
My old sim is still in the phone and shows that as default. Nothing under esim

I would suggest using the mobile app and doing another e-SIM repurchase and install.

Re: eSIM

SM1983 — Tue, 29 Oct 2024 17:32:24 GMT

I had to get an actual public sim card. For some reason the phone wouldn't accept the eSIM. Oh well. Thanks for the help.

Re: eSIM

albertm — Tue, 29 Oct 2024 21:42:14 GMT

I had a similar issue with a different phone (S24FE) and couldn't install the eSIM with the app. Reached out to support and was told to purchase a physical SIM, which was credited back.

Make sure you go to a corporate Telus/Koodo store or call ahead before you go - I ran around to a few different locations before I realized my mistake. Can also order the SIM card online, Amazon shipping is probably quickest.