topic ESIM not supported in Get Support

ESIM not supported

mikayla2021 — Sat, 25 Jan 2025 22:14:53 GMT

Hello,

the compatibility check for Samsung ultra said it was compatible, now when I get to step 6 it says it is not supported. I reached out to an agent and they said they could not assist, and to come here.

Re: ESIM not supported

slusagm — Sat, 25 Jan 2025 22:07:14 GMT

could be just a false negative, but need PM to confirm

Since you cannot properly login, you won't be able to open the preferred Chatbot ticket. So, you will need to message them here

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

Re: ESIM not supported

BKNS27 — Sat, 25 Jan 2025 22:25:53 GMT

@mikayla2021

What model of the Samsung Ultra do you have?

The Samsung S20 Ultra/ Note 20 Ultra or newer phones are eSIM compatible.

If it is newer then pm a CS_Agent but if it is older then you need to purchase a SIM and have a CS_Agent change to the SIM.

You can pickup a SIM from a Telus/Koodo store for $10 or from Amazon for $5.

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

Re: ESIM not supported

mikayla2021 — Sat, 25 Jan 2025 22:28:27 GMT

Hello @BKNS27

Yes it is an S20 Ultra

I have messaged a CS Agent and I am now awaiting resolution.

Re: ESIM not supported

computergeek541 — Sat, 25 Jan 2025 22:42:38 GMT

@mikayla2021 wrote:
Yes it is an S20 Ultra
I have messaged a CS Agent and I am now awaiting resolution.

Sorry, but some of the Galaxy S20 series devices do not support eSIM. You'll need to use a physical SIM card.

Re: ESIM not supported

Stonechucker1 — Sun, 26 Jan 2025 00:52:02 GMT

Looking through these posts, I wonder if your phone is locked to another carrier and that would be an issue for your esim to not be available. And that would also mean a regular sim would not be available to use.

Thanks david. Is your phone locked to anybody other than Telus Kudo or any other carrier that is represented by the Telus company??