topic Re: Issue with eSIM Activation – "eSIM Not Installed" Error in Get Support

Issue with eSIM Activation – "eSIM Not Installed" Error

gabort — Sun, 27 Apr 2025 22:40:30 GMT

Hello,

I have already subscribed to Public Mobile and I'm trying to activate my service, but I keep getting the message "eSIM not installed" at step 6 of the activation process.

I tried several times, but it still doesn't work.

I'm wondering if I might need a physical SIM card instead.

Could you please help me with this?

Thank you very much!

Re: Issue with eSIM Activation – "eSIM Not Installed" Error

TheSterlinger — Sun, 27 Apr 2025 20:49:21 GMT

Hi,

Please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en

'Contact Us', and choose your topic.

If you are not successful with the chatbot, use the next link below.

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

A Customer Service Agent will reply to your community inbox here:

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

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

Re: Issue with eSIM Activation – "eSIM Not Installed" Error

computergeek541 — Sun, 27 Apr 2025 20:55:28 GMT

Re: Issue with eSIM Activation – "eSIM Not Installed" Error

hTideGnow — Sun, 27 Apr 2025 21:12:47 GMT

hi @gabort

usually the eSIM is installed by the app

do you see any Public Mobile eSIM on the Settings -> Cellular screen or the Sim Manager screen? Check if it is enabled or if Turn on this line is on

Re: Issue with eSIM Activation – "eSIM Not Installed" Error

CSA_PM — Mon, 28 Apr 2025 23:55:59 GMT

Hi @ gabort

Is the service working now?