topic Re: E-sim Stopped working after a few months - Help please in Get Support

E-sim Stopped working after a few months - Help please

ffranco — Wed, 28 May 2025 12:34:02 GMT

Hello guys,

A few months ago i made the switch from Virgin Mobile to Public Mobile, and the E-sim / Network worked perfectly for 2 months. about 4 days ago, i received a message from apple informing me that phone line wasn't registered, so the service would stop.

So it did. today even though i got a full 5G+ signal, the service stopped.

I`m not sure what to do. Help please

*PS English is my second language, apologies for the grammar mistakes

Re: E-sim Stopped working after a few months - Help please

Handy1 — Wed, 28 May 2025 12:50:28 GMT

@ffranco Can you confirm your public mobile account is active and not suspended ? If it’s activate maybe try rebooting the device or reset network settings . If all else fails ask support to refresh your account

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Re: E-sim Stopped working after a few months - Help please

ffranco — Wed, 28 May 2025 12:56:44 GMT

Thank you, i will give it a Try.

I`m not sure how to check if my account is active or not, But i definitely paid the bill, even got the receipt and everything. Not sure if it would make a difference but the old virgin sim card is still inside the iphone.

Re: E-sim Stopped working after a few months - Help please

Handy1 — Wed, 28 May 2025 12:59:38 GMT

@ffranco Maybe remove the old virgin SIM card and ensure the public mobile eSIM is set to primary or if this is iPhone you toggle on “turn on this line” in phone settings sim manager .

but you can also confirm the account status by just logging into your account . But also do t thro away your virgin sim

card im curious if it still works and this is some. Sorta porting issue

Re: E-sim Stopped working after a few months - Help please

ffranco — Wed, 28 May 2025 13:15:52 GMT

@Handy1 I removed the virgin Sim, re-started the phone and it made no difference. It is weird because there full network bars at 5G but date only flows while connected to Wi-fi. weird.

Re: E-sim Stopped working after a few months - Help please

Dunkman — Wed, 28 May 2025 13:43:59 GMT

@ffranco

Just in case, check the IME checker on the following website to make sure that the phone is not blacklisted for some reason:

https://www.devicecheck.ca/check-status-device-canada/

If it is not blacklisted, maybe try a network reset of phone (note: this will erased any saved Wifi passwords)

Re: E-sim Stopped working after a few months - Help please

hTideGnow — Wed, 28 May 2025 13:49:04 GMT

hi @ffranco

you sure it is not just an iMessage registration problem?

go to settings, remove the phone number, reboot phone and reenter the phone number to re-register iMessage

Re: E-sim Stopped working after a few months - Help please

slusagm — Wed, 28 May 2025 13:59:46 GMT

@ffranco

to check if your account is active, you can use another phone to call 1855-4PUBLIC and enter your number, it will tell you if your account is suspended or active and how much data left

also, try to make calls on our phone, if it can make calls, then yes, account is active

If account is active, what you can do is to buy a new esim using the app. Login PM app on the iPhone you are using, go to Account->Purchase sim card->Buy esim

Re: E-sim Stopped working after a few months - Help please

ffranco — Wed, 28 May 2025 14:21:32 GMT

@slusagm @hTideGnow @Dunkman @Handy1 Mistery solved and problem fixed. According to support `` the payment was not processed automatically due to a system issue.'' They manually charged me a few minutes ago and the service got back to normal. Hopefully it doesn`t happen again, because my pre authorized payment was already set up and all that. Thank you so much!