Esim not compatible

[Aye2]

Request: Please help with installing eSim on my Iphone 15.

Details/Background: I just bought 20GB Can-US-Mex at 5G speed plan for $29, selected eSim option. After paying and downloading app on my cellphone to install esim I am getting message that "Phone is not compatible with eSim". I have an Iphone 15 which IS compatible with eSims. Support has redirected me to community for assistance.  

[computergeek541]

self solution removed

[slusagm]

@Aye2 

so, in the end, you activated with a physical sim or esim?

[Aye2]

Hi All, 

confirming that Razvan from the CS team was able to help me out! I was able to get the sim registered, select a number, and get the right plan I paid for. Not sure about the reason of this issue but thanks to all for their help/guidance

[computergeek541]

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@Aye2 wrote:

Hello community. I have not been able to activate my plan yet. Still getting the message that "Phone is not compatible with esim". I spoke with support agent (actual person) and they redirected me to community for assistance. Confirming that my cellphone (Iphone 15) has lates ios software version.

I have now purchased a public mobile sim from Mobileklinik and need help/guidance on how I can complete my registration process so that I can pair the physical sim with my account and continue to selecting a number and using the plan I have purchased. 

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Only a Public Mobile customer support agent can help with that, which  makes it very suprising that the CSA sent you to the Community messsage forum.  Other customers cannot help with making changes to your account, nor can they assist with the activation of your account.

[Aye2]

Hello community. I have not been able to activate my plan yet. Still getting the message that "Phone is not compatible with esim". I spoke with support agent (actual person) and they redirected me to community for assistance. Confirming that my cellphone (Iphone 15) has lates ios software version.

I have now purchased a public mobile sim from Mobileklinik and need help/guidance on how I can complete my registration process so that I can pair the physical sim with my account and continue to selecting a number and using the plan I have purchased. 

Thanks!

[computergeek541]

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@Aye2 wrote:

Support was an actual person trying to see why the esim was not compatible,  and they guided me to the community for assistance. I'll try messaging the CS rep using the link you shared.

Looks like buying a physical sim is the next step

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While you could certainly buy a physical SIM card to use (if your iPhone 15 is a version with a SIM card slot), customer suport agents shouldn't be sending you to Community for this.  The very reason for contacting a customer supprort agents has to with the fact that most Community members cannot help with any account issues. Most Community members are simply other customers.

[Aye2]

Support was an actual person trying to see why the esim was not compatible,  and they guided me to the community for assistance. I'll try messaging the CS rep using the link you shared.

Looks like buying a physical sim is the next step

[Aye2]

I spoke with a customer service agent, and they were the ones who directed me to the community. I'll try creating the ticket and talking to CS agent again through links provided and let you know what they say

[Aye2]

Confirming that IOS is updated to 18.4, still getting same issue

[BKNS27]

@Aye2 

The iPhone 15 is definitely eSIM compatible but check to see if you updated your phone to iOS 18.4. Go to Settings>General>Software Update.

[Chalupa_Batman]

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@Aye2 wrote:

Request: Please help with installing eSim on my Iphone 15.

Details/Background: I just bought 20GB Can-US-Mex at 5G speed plan for $29, selected eSim option. After paying and downloading app on my cellphone to install esim I am getting message that "Phone is not compatible with eSim". I have an Iphone 15 which IS compatible with eSims. Support has redirected me to community for assistance.  

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Hey @Aye2 

There is a way for CS Agents to resolve this issue. Please create a ticket so they may assist you.

Please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en

A Customer Service Agent will reply to your community inbox here:

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

[Phil_Adelphus]

@Aye2  For some reason this seems to happen sometimes with newer iPhones.  Which support is that, the chatbot AI?  Perhaps getting a physical sim card at a Telus/Koodo store, Mobile Klinik or Amazon would be an option but you could try customer service by private message using this link

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

An agent will reply at the envelope icon top right of this page or in messages under your avatar.  Or did you actually make contact with a human agent?