topic Re: eSIM Activation failed in Get Support

eSIM Activation failed

BarB113 — Mon, 08 Apr 2024 04:44:58 GMT

I have a Motorola One 5G Ace phone. Before ordering (& paying for) an eSIM, I checked that my phone's IMEI code was valid. It was, so I proceeded to submit payment and proceeded to use the QR to download the app to my phone. When I attempted to activate the eSIM, the message was that my phone wasn't compatible and I'm unable to proceed further!! I've submitted a ticket to a CSR. That was two hours ago & still waiting for a reply. If I don't get a response soon, I'm contacting my CC company to submit a claim to stop autopay.

BTW, I'm unable to contact a CSR thu my phone. Clicking on the "contact" directs me to a blank page. Works fine on my laptop.

Re: eSIM Activation failed

Chalupa_Batman — Sun, 07 Apr 2024 20:27:04 GMT

Hey @BarB113

You have to realize this is the weekend and CSR's are on the other side of the world. Customer Service is no longer in Canada and takes time to get back to you.

Re: eSIM Activation failed

-tess — Thu, 11 Apr 2024 04:37:36 GMT

Hi! I’m having the exact same issue. Did you have any luck figuring it out?

Re: eSIM Activation failed

BarB113 — Thu, 11 Apr 2024 10:46:41 GMT

I opened a ticket and a CSR contacted me the next day. He was great once I got him to understand the problem. The fix was to order a physical SIM card (I used Amazon for next day delivery + cheaper than the Telus store). I supplied him with the card number together with the account details (name, email, current provider's account #, etc). He had my account set up and number ported within an hour or so. So far, the service is working as it should.

What had me so irritated initially was that I'd verified my phone's IMEI ID on Public's website before proceeding with ordering the eSIM.

Re: eSIM Activation failed

Roop1111 — Wed, 04 Dec 2024 19:43:28 GMT

I’m having the same issue

Re: eSIM Activation failed

Roop1111 — Wed, 04 Dec 2024 19:44:10 GMT

I’m not able to open a ticket

Re: eSIM Activation failed

hTideGnow — Wed, 04 Dec 2024 19:48:23 GMT

hi @Roop1111

what exact issue in your case?

can you confirm if the esim already installed? It could be installed by the app already.

fisrt, make sure your old physical sim card is removed , or if it the old carrier sim is esim, disable it from Sim Manager or Settings->Cellular

On the same Sim card Manager, or Settings->Cellular screen, check if Public Mobile esim is there. If it is , make sure it is set as Primary and enabled (or Turn on this line is enabled), then Reset Network settings

if the esim is not there, check welcome email from PM and check if the QR code for the esim installation is there

if that does not help, ask support agent to check, submit ticket by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage