topic Re: Trouble downloading eSIM in Get Support

Trouble downloading eSIM

publicmobile344 — Fri, 31 Oct 2025 02:43:13 GMT

The eSIM shows up as Public Mobile, but no phone number attached. Something seems to have broken during download. When I try to redownload it says "Can't set up eSIM. Something went wrong with your SIM. To fix the issue, contact your carrier". I tried deleting the eSIM and setting it up again and get the same error message.

I'm on Android.

Re: Trouble downloading eSIM

softech — Thu, 30 Oct 2025 23:29:31 GMT

@publicmobile344

the phone number can be just a display issue, let's first focus to see if you can get it setup to make and receive calls and use mobile data

On Android: Check your Sim Card Manager and see if a Public Mobile eSim is there. If so, make sure it is enabled.

On iPhone: check Settings > Celluar and see if the eSIM is there. If it is, make sure the PM eSIM is set as Primary on "Cellular Plan Label" and "Turn on This Line" is toggled on

And disable or delete those non PM sim (eSIM/Physical sim).
If the non-PM sim is physical, remove it. If the non-PM sim is an esim, disable using the SIM Manager on the phone (or set as Secondary and turn off "Turn on this line" for this non-PM esim)

Then reboot the phone and click Reset All Networks on your phone and it will work. (Please note that Reset all Networks will also erase your saved Wifi and Bluetooth connections, but you just need to add them back after). Also, it is possible you have to reset it multiple times for it to work.

if it still does not work, open ticket with PM by private message CS Agent using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there will reply to you there

Re: Trouble downloading eSIM

Chalupa_Batman — Thu, 30 Oct 2025 23:40:47 GMT

@publicmobile344 wrote:
The eSIM shows up as Public Mobile, but no phone number attached. Something seems to have broken during download. When I try to redownload it says "Can't set up eSIM. Something went wrong with your SIM. To fix the issue, contact your carrier". I tried deleting the eSIM and setting it up again and get the same error message.

I'm on Android.

Hello @publicmobile344

Because you've already deleted the eSIM, you need to contact a CS Agent to help you.

If you’re unable to log in to your account, please use this direct link to reach out to a CS Agent.

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: Trouble downloading eSIM

publicmobile344 — Fri, 31 Oct 2025 02:28:45 GMT

I bought another eSIM and it works now. Will try to get refunded for that.