topic Unable to install eSIM - please help in Get Support

Unable to install eSIM - please help

KL88 — Tue, 27 Jan 2026 13:12:28 GMT

Hi public mobile,

I understand you may experience a high volume of enquiries but it will be really appreciated if you can help with mine since I have upcoming doctor appointment and job interviews on phone:(

I successfully activated the subscription with PM, got texts from my previous carrier (Fido) to transfer my number, restarted my phone, reset the network setting but I have no access to make/receive a call, nor any cellular connection. I submitted a ticket more than 48 hours ago but there’s still no response yet. This is really frustrating as I can only rely on wifi when I’m out. May you reset my account, or send a new eSIM or whatever may help? Please help:(

Thank you so much

Re: Unable to install eSIM - please help

fixin1 — Tue, 27 Jan 2026 13:25:29 GMT

@KL88 - Have you tried your Fido SIM card / Account login to see if it works? If it does, I will send you the porting team number.

If not, it would be a SIM provision error, where it would be handled by the ticket of the agent.

You can view your messages with an agent here: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Unable to install eSIM - please help

hTideGnow — Tue, 27 Jan 2026 13:25:34 GMT

hi @KL88

can you double check if the PM eSIM is already showing up on your Sim Manager or Settings-> Ceulluar?

if yes, then you need to manually enable it

but if it is not there you will need to ask PM support agent to help, 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: Unable to install eSIM - please help

KL88 — Tue, 27 Jan 2026 13:38:10 GMT

Hi @hTideGnow

Thanks for getting back to me. I think the PM eSIM is not on my SIM manager yet. The eSIM shown No Sevice on my phone, and it shows Fido instead of PM. Thanks.

Re: Unable to install eSIM - please help

KL88 — Tue, 27 Jan 2026 13:38:58 GMT

Hi @fixin1

I just login to Fido and it shows mobile account cancelled. Thanks.

Re: Unable to install eSIM - please help

KL88 — Tue, 27 Jan 2026 13:53:28 GMT

@hTideGnow @fixin1

I understand my issue likely needs assistances from PM support agents but I really don't know what else can I do after submitting a ticket in Sunday morning. I'm sorry but I really need my number works soon:(

Re: Unable to install eSIM - please help

hTideGnow — Tue, 27 Jan 2026 13:55:59 GMT

hi @KL88

message them again today for update and they will get to you.

Re: Unable to install eSIM - please help

KL88 — Tue, 27 Jan 2026 14:11:42 GMT

Hi @hTideGnow

Will do, and hope they will response soon. Thanks for your help!

Re: Unable to install eSIM - please help

fixin1 — Tue, 27 Jan 2026 14:18:41 GMT

@KL88 - And if they don't respond, you may be able to try a Voice over IP service such as TextNow, or Fongo to get a temporary number for the phone interview.

Re: Unable to install eSIM - please help

lkaw1x — Wed, 28 Jan 2026 01:56:48 GMT

same here I had the "eSIM not installed" error but Fido has already approved the Transfer.
Are you able to login to the app? I ended up purchasing a new eSIM , seems to be working now.
I was able to login to the App (verification code sent to email). Account > Purchase SIM card > Continue with eSIM ($5)

Note: try logging into My Account on the browser first (verification code sent to email) and make sure there is a SIM number and phone number under Profile before purchasing a new eSIM. Hope it works for you!

Re: Unable to install eSIM - please help

KL88 — Wed, 28 Jan 2026 15:21:44 GMT

Hi @lkaw1x

It works for me!!! Thank you so much for your help, I really appreciate it!