topic Re: eSIM could not be installed in Get Support

eSIM could not be installed

catorca — Mon, 26 Jan 2026 23:49:12 GMT

I was using Fizz for a very short time, then subscribed to Public Mobile (Flash Sale). I received a phone number transfer message and responded with "YES". I got a confirmation email and a text from Fizz saying that the "phone number transfer was approved." And I do believe that everything went smoothly; I followed the steps on the Public Mobile app, and I don't remember any error whatsoever. However, for some reason, I can't use my Public Mobile plan. The app says, "Your eSIM could not be installed. Please contact support." I sent a private message to customer service, but haven't received a response. It's been almost two days.

I am using an iPhone. I have a physical SIM with Rogers (canceled) and two eSIMs (Fizz and Public Mobile). I turned ON both eSIMs and turned off my physical SIM. I don't see any errors in the cellular settings. What do you suggest at this point? Should I send another message to customer service?

Re: eSIM could not be installed

hTideGnow — Tue, 27 Jan 2026 15:45:17 GMT

@catorca

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

if yes, then you need to manually enable it and set it as Primary (please also remove old carrier sim card and disable old carrier esim)

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: eSIM could not be installed

catorca — Mon, 26 Jan 2026 23:55:42 GMT

Yes, I can see that Public Mobile eSIM is there. What do you mean by "manually enable it", it is already enabled/on. And even if I turn off Fizz eSIM and leave only Public Mobile on, still the same issue.

Re: eSIM could not be installed

hTideGnow — Mon, 26 Jan 2026 23:59:07 GMT

Remove old sim card, disable old eSIM

on PM sim, enable it, or toggle on Turn on this line, and set the label to Primary

last , Reboot phone and click Reset Network Settings

Re: eSIM could not be installed

catorca — Tue, 27 Jan 2026 00:09:16 GMT

Did not work out. IT shows SOS only. Is it usual that PM customer service does not reply within 24-48 hours? This is so annoying.

Re: eSIM could not be installed

catorca — Wed, 28 Jan 2026 18:02:38 GMT

Still no help, now my phone is completely dead. No text, call or data. It has been 3 days, should I file a complaint to CCTS?