topic Re: eSIM not installed - can't activate in Get Support

eSIM not installed - can't activate

Shandel — Sat, 27 Jun 2026 14:29:57 GMT

Trying to get a cell phone switched over from Virgin Mobile. iPhone 15. It was on a physical sim card, however I switched it to an eSim with Virgin today. I'm having an issue activating the Public Mobile service. I add the info in transfer number, Virgin account number, backup phone number etc - then when it tries to activate, it's saying "eSim Not Installed".

I've tried restarting the phone with no luck. Any ideas?

Re: eSIM not installed - can't activate

slusagm — Sat, 27 Jun 2026 15:23:04 GMT

Reboot phone and try to login again and it could work.

If not working still, 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: eSIM not installed - can't activate

Shandel — Sun, 28 Jun 2026 15:57:51 GMT

Thank you - I am now speaking to CS_Agent. Fingers crossed.