Esim issues

[Cassie1994]

I went to add a second sim on my phone. It finally activated but I have no service. No data..nothing. It double charged my account and the phone won’t work. I’ve reset…tried airplane mode etc. at this point I just want my money back. 

[Cassie1994]

Well sort of? It’s been three days…I’m out 120 bucks and my phone still doesn’t work and no one will refund me . And now it could be another two days before I hear back again …

[CSA_PM]

Thank you for the escalation! The customer is in contact with an agent.

[Cassie1994]

I figured it out. Still gives me SOS . So frustrating. And unsure why I got double billed. 

[Cassie1994]

Sorry I’m not tech savvy how do I do that. I can only find how to erase my phone and I’d rather not to that

[softech]

@Cassie1994 

no worry, no scam here, Public Mobile is owned by Telus

yes, it is easier to remove the old physical sim.  Once you made sure the PM eSIM is enabled,  Reset network settings after a device reboot

but if still shows SOS, you will need PM CS agent to re-provision the eSIM.  Please reach out PM support by direct message:

       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there        

But since it is a bit late now, support won't reply you till tomorrow morning

[Cassie1994]

Yes I’ve done that. My other sim is a card so I’ve also tried taking that out and resetting . It still won’t work I just get SOS. I’m out 100 bucks because I was double charged and I’m worried I just got scammed 

[softech · Accepted solution]

@Cassie1994 

if you need to keep the first eSIM, DO NOT delete it, just disable

if you have an iPhone, go to Settings > Cellular and choose the old eSIM and toggle off "Turn on this line", then go to PM eSIM and toggle on "Turn on this line" and set the label to Primary

If you have an Android, go to Settings > Connections > Sim Manager, you can then disable the old one and enable the PM eSIM.  On some Android (like Pixel), you can set PM eSIM with label Primary

[Cassie1994]

How do I disable ? Do I have to delete the eSIM? 

[softech]

@Cassie1994 what phone do you have? While you can install multiple eSIM profiles, most phones only allows one active eSIM

Even those allows multiple active eSIM, it is always recommend to first test the new eSIM as the only active one to confirm the eSIM is properly provisioned

I suggest you to disable the old eSIM first.  Then enable the new PM eSIM and set it with label Primary.  Once that is set, Reset network settings after a device reboot.

If the new PM eSIM works by itself alone, you can then enable the old eSIM again and setup the labels as you like and test again

if the new PM eSIM does not when in the single active eSIM setup, it is likely due to provisioning issue on the system, you will then need to engage PM support for further investigation.   Please open ticket with PM support:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
    Start by typing "Ticket", click "Contact Us"  then choose a topic, click "Login", finally click "Click here to submit a ticket ↗" 
    (if unable to receive 2FA via SMS when login, click "Didn't Receive code" or "Resend Code")
     then choose "Send email" or "Send Voice Message" to get 2FA via email or voicemail)
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at: 
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there