topic Re: iPhone 17 Pro Max Incompatible? in Get Support

iPhone 17 Pro Max Incompatible?

Ji07 — Sun, 26 Apr 2026 23:09:15 GMT

I recently purchased a new iPhone 17 Pro Max and bought the e-SIM but I'm being told that my IMEI is incompatible with Public Mobile, and I've been recommended to get a compatible phone or switch providers. I bought my phone directly from the Apple store so it's completely new. However, it seems from previous posts of people who WERE able to get their iPhone 17 Pro Max to work with this provider. I tried contacting CS_Agent a couple of times about this but I keep getting told to switch providers. Did anyone else experience the same issue?

Re: iPhone 17 Pro Max Incompatible?

hTideGnow — Sun, 26 Apr 2026 23:11:56 GMT

HI @Ji07

iPhone 17 works here. Using it now

sometimes it will show false negative, not sure why. You just need to ask PM support to help to sort it out

submit a ticket with CS Agent using Chatbot here:
  https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
   (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")
If any issue with ticket submission, 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: iPhone 17 Pro Max Incompatible?

Ji07 — Sun, 26 Apr 2026 23:15:16 GMT

Hello, thank you so much for the advice!

For some reason the "other" option doesn't show up. Is there any other sequence you'd recommend?

Re: iPhone 17 Pro Max Incompatible?

Ji07 — Sun, 26 Apr 2026 23:16:47 GMT

I also kept direct messaged the CS agent, but she kept telling me that I should go to another provider or switch phones despite me trying to explain that it might be an error on PM's end

Re: iPhone 17 Pro Max Incompatible?

hTideGnow — Sun, 26 Apr 2026 23:22:27 GMT

@Ji07 wrote:
I also kept direct messaged the CS agent, but she kept telling me that I should go to another provider or switch phones despite me trying to explain that it might be an error on PM's end

hi@Ji07

who told you to go to another provider? can you show screenshot?

and for asking PM to help, use this link instead

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: iPhone 17 Pro Max Incompatible?

Ji07 — Sun, 26 Apr 2026 23:25:16 GMT

I messaged regarding this issue around 4 times but I was told the same thing each time.

Re: iPhone 17 Pro Max Incompatible?

hTideGnow — Sun, 26 Apr 2026 23:26:45 GMT

HI @Ji07

that is a Canadian model?

Re: iPhone 17 Pro Max Incompatible?

Ji07 — Sun, 26 Apr 2026 23:27:17 GMT

yes it is! I bought it from the Apple store just yesterday

Re: iPhone 17 Pro Max Incompatible?

hTideGnow — Sun, 26 Apr 2026 23:27:58 GMT

HI @Ji07

and use the IMEI check to see if the phone is blacklisted. We had seen people who's IMEI was blacklisted and unable to buy eSIM

you might have 2 IMEIs, you will need to check them both

https://www.devicecheck.ca/check-status-device-canada/

Re: iPhone 17 Pro Max Incompatible?

Ji07 — Sun, 26 Apr 2026 23:32:58 GMT

I provided IMEI2 as well in a previous e-mail to the CS agent. I did purchase the phone through the Apple store but the website says "You have entered an invalid IMEI number. Please try again". I will also try reaching out to Apple support regarding this.

Re: iPhone 17 Pro Max Incompatible?

Ji07 — Mon, 27 Apr 2026 00:12:50 GMT

Hello, I think the phone is working for some reason! Perhaps it took some time to register. Thank you!

Re: iPhone 17 Pro Max Incompatible?

BKNS27 — Mon, 27 Apr 2026 01:24:56 GMT

@Ji07

That is weird because the iPhone 17 Pro Max are available at all Canadian carriers.

Re: iPhone 17 Pro Max Incompatible?

Ji07 — Mon, 27 Apr 2026 19:00:09 GMT

I think it worked after some time, I think I had to reset my network settings on my phone but for some reason it's working now!