topic Re: esim not installed on activation in Get Support

Re: esim not installed on activation

Sparky5984 — Wed, 12 Nov 2025 02:14:36 GMT

I'm having the same issues... Did you get your esim thing resolved? and if yes how?

Re: esim not installed on activation

hairbag1 — Wed, 12 Nov 2025 02:16:33 GMT

@Sparky5984

in settings, did you assign your Public Mobile sim as the primary ?

Re: esim not installed on activation

hTideGnow — Wed, 12 Nov 2025 02:17:28 GMT

hi @Sparky5984

what have you done so far? did you check if a Public Mobile eSIM showing on your SIM Manager or Settings->Cellular? did you make sure you removed your old carrier sim card? did you disable old carrier eSIM?

After all those steps, Reset Network Settings

Re: esim not installed on activation

Sparky5984 — Wed, 12 Nov 2025 02:24:37 GMT

I downloaded app and it gets to step 6 and then tells me esim not installed. So, i removed the old physical sim card and put it in another old phone so i can receive text messages from it. I reset network settings and rebooted phone a few times. When i go to settings and SIMs it is blank. When i say add esim it pops open the camera to scan QR code, but i didn't receive a QR code from PM with my welcome email.

Re: esim not installed on activation

softech — Wed, 12 Nov 2025 02:27:20 GMT

@Sparky5984

if you didn't receive the QR code in email and the app didn't install it, you will need to 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

But I have also escalated your ticket on your behalf. PM support will reach out to your via Community inbox. Please monitor here for their reply:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

(Since it is a bit late tonight, they might not reply you until tomorrow morning)

Re: esim not installed on activation

Sparky5984 — Wed, 12 Nov 2025 02:25:14 GMT

No, because there is no sim card installed physically or "e"

Re: esim not installed on activation

Sparky5984 — Wed, 12 Nov 2025 02:27:22 GMT

I tried all the things you have listed with no success... Why is there no QR code in the email? I've reached out to support already.

Re: esim not installed on activation

Sparky5984 — Wed, 12 Nov 2025 02:37:50 GMT

It's not late where I'm at. Does PM have a phone number to call to get this sorted out tonight?

Re: esim not installed on activation

hTideGnow — Wed, 12 Nov 2025 02:42:10 GMT

hi @Sparky5984

PM support is all online and they will work with you via Community inbox

PM support is 9AM - 10PM ET, so, it will be closing in 20 mins. If you don't receive reply from them, they will likely work with you tomorrow

Re: esim not installed on activation

Sparky5984 — Wed, 12 Nov 2025 02:46:53 GMT

I miss the days when you could pick up the phone and call customer support and things got resolved in a few minutes... I've been sitting here at my computer for a few hours now. Thanks for your input everyone!

Re: esim not installed on activation

hairbag1 — Wed, 12 Nov 2025 03:04:40 GMT

@Sparky5984

remember when everyone thought this was a cute motto....

Re: esim not installed on activation

CSA_PM — Wed, 12 Nov 2025 12:50:15 GMT

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

Re: esim not installed on activation

Sparky5984 — Tue, 18 Nov 2025 01:52:08 GMT

So, long story short. PM esim doesn't work when trying to get it downloaded with the mobile app during activation. I was asked to purchase a physical SIM card from Telus/Koodo store, so i made my way to a physical store only to be told that they don't carry PM SIM cards. I had to purchase a SIM card through Amazon and I waited 6 days for it to arrive. They provided credit back for the SIM card.

After a week, I now have a functioning phone for my daughter...

How to fix "esim not installed" **Don't buy an esim** period. Purchase a physical SIM card.

My only outstanding issue is, I started my subscription online and they charged me the plan fee plus tax ($27.25) and I don't see it as credit on my account now. My credit card got linked through to the new account that PM setup for me with the physical SIM card. I've messaged them a few times over the last hour about it and unfortunately no one has responded to my questions?

Re: esim not installed on activation

softech — Tue, 18 Nov 2025 02:16:48 GMT

@Sparky5984 wrote:

. I've messaged them a few times over the last hour about it and unfortunately no one has responded to my questions?

I have escalated your issue again. @CSA_PM will reply tomorrow morning

If still no one reply by mid-day tomorrow, let us know and I will escalate the issue further

Re: esim not installed on activation

CSA_PM — Tue, 18 Nov 2025 12:52:36 GMT

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