topic New eSIM won’t activate in Get Support

New eSIM won’t activate

ColeSc — Tue, 29 Jul 2025 05:19:51 GMT

I bought a new to me google pixel phone, I’ve downloaded the app on it signed in to my account purchased a new ESIM got the notifications that it was installed. I can see it’s installed and I have it as the only active sim on this device.

but it won’t connect to the network.

and my old busted phone still has connection to the network.

wondering when it’ll port to the new device or if this is a different issue

Re: New eSIM won’t activate

hTideGnow — Mon, 28 Jul 2025 19:19:47 GMT

hi @ColeSc

if the old esim/sim sitll working, then the new esim was not setup probably on the system. You need to ask PM support agent to help. Please submit a ticket with CS Agent using Chatbot here:
  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 ticket by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: New eSIM won’t activate

ColeSc — Mon, 28 Jul 2025 19:23:11 GMT

Ticket was submitted hours ago. No Response.. At this point I’ve bought another 3 eSIMs and the problem still persists.

Everything is installed fine on my end.

I’ve been charged for the esims every time so they have no problem charging the credit card but absolutely impossible to reach anyone in this company

Re: New eSIM won’t activate

cellphoneuser1 — Tue, 29 Jul 2025 01:07:31 GMT

@ColeSc wrote:
Ticket was submitted hours ago. No Response.. At this point I’ve bought another 3 eSIMs and the problem still persists.

Everything is installed fine on my end.

I’ve been charged for the esims every time so they have no problem charging the credit card but absolutely impossible to reach anyone in this company

Response times can take be longer when they're busy. Since it's night time, it might take until tomorrow to get an answer.

Re: New eSIM won’t activate

ColeSc — Tue, 29 Jul 2025 09:18:27 GMT

Yeah I just cancelled the subscription anyway. No reason for this to drag on two days.

Customer service

ColeSc — Tue, 29 Jul 2025 14:38:24 GMT

How long does it take for them to respond to a ticket.

4 tickets entered over the past two days and still no response.

services haven’t been working this whole time and nobody will respond back

Customer service

ColeSc — Tue, 29 Jul 2025 14:48:46 GMT

Still waiting for an agent to respond. On the second day now. I’ve submitted multiple tickets and posted to the community twice. My most recent post was deleted within minutes.

unreal services have been down for two days and can’t get ahold of anyone

Re: Customer service

ColeSc — Tue, 29 Jul 2025 14:51:14 GMT

Please don’t delete this post admins I’m looking for help, it’s incredibly frustrating to see my posts disappear a few min after asking for help

Re: Customer service

ORNGNBLK — Tue, 29 Jul 2025 14:56:23 GMT

@ColeSc might be a dumb question, but have you checked you Community Mailbox for the reply? It will show up as a message indicator, and you should also get an email stating that reply was posted.

Re: Customer service

ColeSc — Tue, 29 Jul 2025 14:58:34 GMT

Yeah I’m constantly checking to make sure I didn’t miss a message which is a bit of a pain because I have to stop what I’m doing and run over to the computer to get on wifi and check

Re: New eSIM won’t activate

CSA_PM — Tue, 29 Jul 2025 15:02:54 GMT

Thank you for the escalation! The customer is in contact with an agent.

Re: Customer service

ORNGNBLK — Tue, 29 Jul 2025 15:03:37 GMT

@ColeSc what phone do you have and where (approx) are you located? Maybe theres an outage, but i cant see one lasting 2 days. Maybe the community here can help you while you wait for reply from PM.

is the full service down? no calls in or out?, no data (sounds like) and what about texts in/out?

Re: Customer service

ColeSc — Tue, 29 Jul 2025 15:09:43 GMT

My eSIM won’t connect to any network. Recently got a new phone and the services never transferred even after buying 4 new esims.

the services are still active on the old phone that doesn’t function anymore

Re: Customer service

ColeSc — Tue, 29 Jul 2025 15:10:03 GMT

And yes they are installed correctly before ya ask

Re: Customer service

ORNGNBLK — Tue, 29 Jul 2025 15:13:55 GMT

@ColeSc sounds like a porting issue. I will send you the number to call in a private message.

Re: Customer service

hTideGnow — Tue, 29 Jul 2025 15:58:06 GMT

hi @ColeSc

CS_agent said they already replied, are you working with them now?

Re: Customer service

ColeSc — Tue, 29 Jul 2025 16:00:03 GMT

They told me to buy another eSIM and haven’t answered since. Just brushing me off at this point

Re: Customer service

hTideGnow — Tue, 29 Jul 2025 16:00:41 GMT

@ColeSc wrote:
Nope they told me to buy another ESIM, that’s 5 now same issue still

hi @ColeSc

tell CS_agent by reply them

but in your case, there is a high chance you need to change it back to physical sim card first

And also, check if your IMEI is blacklisted. You could have 2 IMEI, one for physical sim one for esim, check them both

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

Re: Customer service

ColeSc — Tue, 29 Jul 2025 16:03:12 GMT

I did yeah and the phone isn’t blacklisted.

and it was using an eSIM fine before I got it.

this seems more and more like an issue with PM that they just don’t know how to resolve

Re: Customer service

hTideGnow — Tue, 29 Jul 2025 16:05:33 GMT

hi @ColeSc

what error you got when you buy a new esim and try to install? can you post the screenshot?

and if you go to the Sim Manager screen, what you see?. can you post screenshot as well?