topic Re: E-sim not activating in Get Support

E-sim not activating

jul_enn — Mon, 26 Jan 2026 14:23:33 GMT

My e-sim won't activate and I've now been without a phone for 5 days. Does anyone know how long it takes to resolve? I've reached out to a customer support agent twice but no response.

Re: E-sim not activating

Handy1 — Mon, 26 Jan 2026 14:25:09 GMT

@jul_enn Support times are super slow and abnormaly long . But since you

submitting ticket keep an eye on your community inbox for their reply , or you can use this link to the community in box

https://productioncommunity.publicmobile.ca

Re: E-sim not activating

slusagm — Mon, 26 Jan 2026 14:26:00 GMT

@jul_enn

is the eSIM showing on the phone? Check Sim Manager or Settings > Cellular

make sure other sim are disabled, only PM eSIM is active and Set as Primary

Reboot and Reset network settings

if that does not work, ask PM to help.

Since you cannot properly login, you won't be able to open the preferred Chatbot ticket. So, you will need to message them here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox between 9AM-10PM EST (Mon-Sun), check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: E-sim not activating

hTideGnow — Mon, 26 Jan 2026 14:27:51 GMT

hi @jul_enn

support is really slow in answering today. So, let's try to check something ourselves first and only message support agent if all are checked and still cannot make it work

can you confirm if the esim already installed? It could be installed by the app and you don't need the QR code to install.

fisrt, make sure your old physical sim card is removed , or if it the old carrier sim is esim, disable it from Sim Manager on Android or Settings->Cellular on iPhone

On the same Sim card Manager, or Settings->Cellular screen, check if Public Mobile esim is there. If it is , make sure it is set as Primary and enabled (or Turn on this line is enabled), then Reset Network settings

if that does not help, ask support agent to check, 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: E-sim not activating

jul_enn — Mon, 26 Jan 2026 14:45:22 GMT

I can't log into the app because it wants to text a code to my phone number. And since I don't have a sim installed I cannot receive texts. I will look at your other suggestions and make sure I've done all of those.

Thank you.

Re: E-sim not activating

jul_enn — Mon, 26 Jan 2026 15:22:27 GMT

Done all that and still nothing.

Submitted a ticket on Friday. Zero reply.

So I'm stuck without a usable phone. Terrible service.

Re: E-sim not activating

jul_enn — Mon, 26 Jan 2026 15:23:24 GMT

Update: tried all your suggestions and still not working. CS ticket submitted 48 hours ago and just silence.

No phone, no service - just terrible.

Re: E-sim not activating

jul_enn — Mon, 26 Jan 2026 15:24:53 GMT

How long should I expect to wait? I would have thought that a waiting a week for a phone service to be activated would be beyond abnormally long. If it doesn't get sorted today I'll have to go with another provider and instigate a chargeback with my credit card company.

Re: E-sim not activating

Frank52 — Mon, 26 Jan 2026 15:40:02 GMT

Sorry to hear about the long wait times to get a response back from Customer Service. The wait times for a response are unprecedented since this 50% promotion is almost too good to be true. Hundreds of new clients clients are in the same boat as you and submitted tickets at the same moment. Hang in there. Most people who got their response from Customer Service mentioned that their issue got resolved.

While you wait for their response, this could be a good article to review to make sure you followed all the necessary steps:

https://publicmobile.ca/en/get-help/articles/transfer-your-number

Re: E-sim not activating

jul_enn — Mon, 26 Jan 2026 17:24:25 GMT

I have done all that. I don't care about any promotions. I care about having a phone that I can use, and a number that people can actually phone me on.