Activation not successfull, "eSIM not installed"

[ClumsyMobile]

Good morning,

I have recently switched from Telus to PM and have been having difficulties with gaining access to the PM mobile network after the transfer of my number was complete. I have been trying to get support from PM. I did not get a reply after I further explained my issues the first time, and a second support member opened the ticket and offered the same answers as the first support member ie: 

Please follow these steps to ensure proper service:

-Remove the old SIM card from your phone or delete any old eSIM from your device.

-Keep only the PM eSIM in your phone: **********************attached to your phone number.

-Reboot your phone and test the service.

Does anyone have any suggestions? Here is what I gather to be issues so far:

1. I purchased an eSIM when I started my contract as it was a promotion for $0 extra. When I logged into the app and downloaded the eSIM to my phone, nothing happened, I had no access to PM mobile network. I waited 24hours before trying to redownload it, however an error came up that the sim # was not valid. I bought a second eSIM but was having the same issues as before.

2. The sim # attached to my PM account is not the same sim # that my phone is showing. The sim showing on my phone is on the PM network, however I do not have access to the network. The error on my phone shows as "unregistered SIM"

Do I need to purchase another eSIM, and delete the ones currently attached to my PM account? I am unable to change the SIM # in the app to the one currently in my phone.

TIA

[ClumsyMobile]

I will try this, thanks for your help!

[hTideGnow]

hi @ClumsyMobile 

after you got the new Public Mobile physical sim card, you need to ask PM support agent to help to update the sim card number before it will work

and you can buy the PM sim card in person from a Telus or Koodo or MobileKlink store for $10, or buy from Amazon.ca for $5

[ClumsyMobile]

Another thing I am noticing now is that the eSIM in my settings is showing up under the Public Mobile network, but there is no phone number attached to it. Perhaps I deleted the phone number on the other sim I deleted?

[ClumsyMobile]

Thank you - I did not catch that it was in the DM from support. I appreciate you catching that. 

I have been replying to the support agents message, however I am on a time crunch and waiting 12hours between messages is not something I can do without trying to figure it out on my own in the back ground. 

If I purchase a physical sim, is it just as easy as buying it and then putting it into the phone and resetting the networks.. or will I need to do something on my PM account?
Thank you

[hTideGnow]

hi @ClumsyMobile 

please remove your sim card number, this is dangerous to post online

and for the issue, if you followed the suggestion and still does not work, you will have to change back to physical sim card first, have the account fully activated first, then you can try esim again

but please reply PM support agent's message and work with them on it (they will reimburse you the sim card cost)