topic Re: Service not working in Get Support

Service not working

EddieSpa — Tue, 10 Feb 2026 16:11:34 GMT

My wife has set up an account on an eSIM . She has a number but the service is not working. We can open the account on her app and see the subscription. The service is being used for travel with the Canada US and Mexico plan.

Re: Service not working

will13am — Tue, 10 Feb 2026 16:22:56 GMT

@EddieSpa , do you have multiple e-SIMs installed on the phone? Make sure the Public Mobile SIM is set to be the primary/active SIM.

Re: Service not working

BKNS27 — Tue, 10 Feb 2026 17:19:14 GMT

@EddieSpa

Reboot her phone after switching plan.

Re: Service not working

SKSuh — Tue, 10 Feb 2026 18:56:21 GMT

If your wife is outside of Canada — but within the USA or Mexico — she needs to have roaming enabled

Service not working

EddieSpa — Wed, 11 Feb 2026 02:51:40 GMT

I am still looking for a solution to a technical issue. As previously reported my wife subscribed to Public Mobile and has no service. It is an eSIM and used for travel. We are in Mexico and has no data or voice service. There does not appear to be any personal support from Public Mobile. The help from this forum so far has not provided any solution.

Re: Service not working

hTideGnow — Wed, 11 Feb 2026 02:57:01 GMT

hi @EddieSpa

was the service ever work in Canada ?

make sure you enable Roaminf Mobile Data I. the phone, make sure only PM sim is enabled and all other sim , if any, are disabled. Make sure the PM sim is set as Enabled

if you need PM agent to help, message them

you can submit by direct message: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Support will reply via Community inbox here within 2 to 4 hours:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Service not working

hairbag1 — Wed, 11 Feb 2026 02:58:48 GMT

@EddieSpa

your "esim used for travel" is confusing. Your Public Mobile esim works in Canada and Mx if you have the correct Canada / Mx plan. Make sure you enable Roaming in settings. To dial Canada, dial thusly 001-area code-number.

You cell should connect automatically to the better of AT&T, Telcel or Movistar.

Re: Service not working

EddieSpa — Wed, 11 Feb 2026 03:08:47 GMT

The eSIM is in addition to the physical SIM from Bell Canada. The iPhone allows more than one SIM. The Public Mobile is for use in Mexico and the service is the one for this purpose. The primary number is turned off and the Public Mobile number is enabled for voice and cellular. Roaming is enabled. What else can we do?

Re: Service not working

hairbag1 — Wed, 11 Feb 2026 03:10:24 GMT

@EddieSpa wrote:
The eSIM is in addition to the physical SIM from Bell Canada. The iPhone allows more than one SIM. The Public Mobile is for use in Mexico and the service is the one for this purpose. The primary number is turned off and the Public Mobile number is enabled for voice and cellular. Roaming is enabled. What else can we do?

would physically remove the bell sim and see if that fixes things.

Re: Service not working

hTideGnow — Wed, 11 Feb 2026 03:10:55 GMT

hi @EddieSpa the phone allows but some people have trouble setting up dual sim

please remove Bell sim, make sure PM sim is enabled and set as Primary and Reboot phone and try again

Re: Service not working

EddieSpa — Wed, 11 Feb 2026 19:52:02 GMT

I removed the Sim and rebooted the phone. Data is now working but the phone number is still not working.