topic Re: Bought a new eSIM to fix iOS26 issues and still not working in Get Support

Bought a new eSIM to fix iOS26 issues and still not working

Mr30 — Sat, 27 Sep 2025 18:40:08 GMT

I have an iPhone and since updating to iOS26 my iMessage and FaceTime will not activate. I followed the directions of the forum posts that said “solved” and bought a new eSIM, installed d it and reset network settings. However iMessage and FaceTime still will not activate.

Any advice? How do I talk to PM support and/or get a refund for the new eSIM as it didn’t fix the issue.

Re: Bought a new eSIM to fix iOS26 issues and still not working

hTideGnow — Sat, 27 Sep 2025 18:43:19 GMT

hi @Mr30

Try Reboot and Reset network settings and check if it helps.

if not, try this. go to Settings and remove the phone number there. Wait 15 mins and reboot the phone. Then go back to the Settings menu to enter the phone number back to re-trigger iMessage registration

Re: Bought a new eSIM to fix iOS26 issues and still not working

Chalupa_Batman — Sat, 27 Sep 2025 18:55:20 GMT

@Mr30 wrote:
I have an iPhone and since updating to iOS26 my iMessage and FaceTime will not activate. I followed the directions of the forum posts that said “solved” and bought a new eSIM, installed d it and reset network settings. However iMessage and FaceTime still will not activate.

Any advice? How do I talk to PM support and/or get a refund for the new eSIM as it didn’t fix the issue.

To "reset" iMessage and FaceTime on an iPhone, turn both services off in the Settings app, then restart your iPhone, and finally turn them back on in their respective Settings menus.

If that fails, then log out of your apple ID on your phone, reboot and once back up, log back into your apple ID.

Re: Bought a new eSIM to fix iOS26 issues and still not working

Mr30 — Sat, 27 Sep 2025 19:02:16 GMT

I’ve tried resetting network settings and it didn’t work. I’m not sure where you mean for “remove the phone number”

Re: Bought a new eSIM to fix iOS26 issues and still not working

hTideGnow — Sat, 27 Sep 2025 19:06:50 GMT

hi @Mr30

Settings->Phone-> My Number

Re: Bought a new eSIM to fix iOS26 issues and still not working

slusagm — Sat, 27 Sep 2025 19:08:59 GMT

@Mr30

i would try reregister iMessage this way:
Settings -> Messages, toggle iMessage off, sign out of your Apple ID in the Messages settings, sign back into your Apple ID, then turn iMessage back on.
Restart your iPhone, ensure your phone number is correctly listed under Send & Receive, and confirm your Wi-Fi is on.

Re: Bought a new eSIM to fix iOS26 issues and still not working

Mr30 — Sat, 27 Sep 2025 19:46:11 GMT

Unfortunately still not working. It shows my phone number under “send” with a spinning/connecting symbol as it had before. Phone number not listed under receive.

Re: Bought a new eSIM to fix iOS26 issues and still not working

hTideGnow — Sat, 27 Sep 2025 20:25:05 GMT

hi @Mr30

ask PM support agent to refresh your account

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 unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")
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: Bought a new eSIM to fix iOS26 issues and still not working

Mr30 — Sat, 27 Sep 2025 20:34:39 GMT

Thanks. Will try this.

Re: Bought a new eSIM to fix iOS26 issues and still not working

Mr30 — Sat, 27 Sep 2025 20:35:01 GMT

Unfortunately this didn’t work either.

Re: Bought a new eSIM to fix iOS26 issues and still not working

Mr30 — Tue, 30 Sep 2025 03:09:58 GMT

I still haven’t heard back from a CS Agent since my message on Saturday and still no change in service. Wondering if/how to elevate? Thanks.

Re: Bought a new eSIM to fix iOS26 issues and still not working

Mr30 — Sat, 04 Oct 2025 00:18:13 GMT

Following a lot more strategies with CS-Agents, I realized today the issue for me was iOS again based on this post:

https://support.apple.com/en-us/125367

Once I removed an old SIM card, iMessage successfully activated. For others who have bought a new eSIM, make sure to delete the old ones that had been connected to your phone number.