topic Re: eSIM Activated But Not Connecting in Get Support

eSIM Activated But Not Connecting

aalee — Thu, 02 Jan 2025 22:04:52 GMT

Hello!

I’ve just activated a new Public Mobile plan. I chose to port over my number from Freedom Mobile. Also I chose to the eSIM option. After receiving a text from Freedom to authorize transfer, I said YES, and now I no longer have cell service with Freedom. I’ve downloaded and activated the eSIM, and it said everything was successful. It's been a few hours, the line is turned on, and I can see the eSIM in my settings; however, my phone says “NO SIM”. I’ve tried rebooting my phone, taking out my old SIM card, and nothing seems to work. What is the next step?

Re: eSIM Activated But Not Connecting

hTideGnow — Thu, 02 Jan 2025 21:37:54 GMT

hi @aalee make sure the Freedom sim is removed if it is physical

If Freedom is eSIM. then disable it.

Then reb9oot phone and Reset Network Settings and make sure the PM eSIM is Primary

Re: eSIM Activated But Not Connecting

eddieO — Thu, 02 Jan 2025 21:38:36 GMT

@aalee how long has it been since the porting started? This process usually takes 1 to 2 hours but sometimes can take longer.

I can send you a private message for the porting team, keep an eye out for your community inbox (top right corner, icon of an envelope)

Re: eSIM Activated But Not Connecting

aalee — Thu, 02 Jan 2025 21:48:36 GMT

It had been 2 hours since porting

Re: eSIM Activated But Not Connecting

aalee — Thu, 02 Jan 2025 21:57:07 GMT

The Freedom SIM is removed and I’ve rebooted my phone. The PM eSIM is the primary. The network settings were also reset. It looked like the phone was searching for a connection, but it still says NO SIM

Re: eSIM Activated But Not Connecting

hTideGnow — Thu, 02 Jan 2025 22:03:38 GMT

hi @aalee time to ask support to check if the account was setup correctly

you can submit by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Support will reply via Community inbox here within 2 to 4 hours:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: eSIM Activated But Not Connecting

Freedie — Fri, 03 Jan 2025 20:03:06 GMT

@aalee i ported out of freedom mobile too and had issues with connecting with PM after downloading the esim. I ended up deleting the esim i originally downloaded and bought a new one ($5). I activated it and the service connected right away. You can also DM @CS_Agent after you purchase it to get it refunded but this route helped me out with connecting right away. Let me know if that works!