topic Issues With eSIM in Get Support

Issues With eSIM

SilverKat — Mon, 09 Dec 2024 16:53:56 GMT

Hi,

I just signed up for Public Mobile yesterday with an eSIM but am having issues.

It works for a while but sometimes when I go to text, I get the message "Please insert a SIM card to continue.

When I restart my phone, I can send texts again but after a bit of time, the same thing happens...

I might order a physical SIM card but I'm hoping to resolve this issue.

Thanks!

Kat

Re: Issues With eSIM

hTideGnow — Mon, 09 Dec 2024 16:56:26 GMT

HI @SilverKat

try to get a free replacement esim and it should fix the problem. Download the PM app on the new phone, login to the app, go to Account page and choose Buy sim card and select eSIM.

the system might still charge you the $5. Pay and install the esim first.

After the new esim is installed, submit a ticket with PM agent and for reimbursement. You can submit ticket with CS Agent using this Chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Issues With eSIM

slusagm — Mon, 09 Dec 2024 16:57:49 GMT

if you want to change to physical sim, but it in person from Telus or Koodo store (make sure to ask for Public Mobile sim card)

then login My Account, go to Profile page, and click the pencil beside the sim card number to update

Re: Issues With eSIM

SilverKat — Mon, 09 Dec 2024 17:05:17 GMT

Thanks so much for your detailed and quick response! I just purchased a new eSIM, but it had trouble installing it. I restarted the phone and now I don't know where to find the new eSIM number or a way to install the new one.

Thanks,

Kat