Esim not working zero support dead air

[Bjanna]

This is insane. I followed ur instructions but still have dead air 24 hours now. You esim downloaded into port 2, Rogers cancelled my line but I still see phone number unknown in my phone. What the max time this was supposed to take was 5 hours if busy. Then I go to get a new esim and they want to charge me? Is this a scam or legit? What’s going on

[slusagm]

@Bjanna 

support already on your case, please check your community inbox. You should get a message from them shortly

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

[Bjanna]

How?

[computergeek541]

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@Bjanna wrote:

Please return my money since I didn’t get any service with you, your porting failed, it’s been way over the time you said I’d be without a phone. I do not want your service.

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Posting a message here won't result in a refund.  You'll need to contact a customer support agent to discuss.

[Bjanna]

Please return my money since I didn’t get any service with you, your porting failed, it’s been way over the time you said I’d be without a phone. I do not want your service.

thanks

[Bjanna]

So I contacted Telus porting department and they said no request has been made to transfer my number!

[CSA_PM]

Your escalation is greatly appreciated. The customer is already receiving assistance from an agent, who will make sure they get the help they require.

 The case number now holds its place in the queue and will be handled as soon as it reaches the front.

[Bjanna]

Then why haven’t I heard from anyone? They requested my personal info over an hour ago and I’m still waiting to hear anything. I cannot text cannot call cannot receive calls etc.

[CSA_PM]

We appreciate your escalation. An agent is already assisting the customer and will ensure they receive the support they need.

[Bjanna]

I submitted 2 tickets all they did was ask for my info in response and haven’t heard back since.

[Bjanna]

I did I sent a message to call agent last night and with ur link another one. This is not ok.

[Frank52]

Have you submitted a ticket through the chatbot or reached out to customer service to report this issue? It sounds like you have attempted several troubleshooting steps but may require additional tech support.

[Bjanna]

I cannot make calls nor text it says no mobile network. I get that that the we code was redundant after it was installed but my point is the install isn’t working so I need to install a new esim or you guys need to unlock it on ur end

[Bjanna]

As I said it is there and yes it is enabled

[Bjanna]

I did all these things nothing worked on my Samsung compatable phone. 

[Bjanna]

Yes I removed rogers sim and yes the esim is there but phone still says number unknown. I did all the things suggested multiple times and I checked to see if the phone was compatable before I ever subscribed.

[softech]

@Bjanna 

so, you are using Note 20 Ultra? It is compatible with PM network.  The eSIM should have been installed by the app already and hence you don't need the QR code.  Please follow the above steps to confirm if the eSIM is there and if probably enabled.  If not, message PM CS agent using the link provided above

[Bjanna]

So the wr code says the esim is used already, the esim is downloaded in my Samsung not 20 ultra into port 2 but is not working. Just dead air and still says unknown number. The qr code is useless… pls help. 

[softech]

@Bjanna 

do you get inbound calls? can you make incoming calls or data works?

and what phone do you have?  it is likely the eSIM is there but just not properly enabled

On Android:  Check your Sim Card Manager and see if a Public Mobile eSim is there.  If so, make sure it is enabled.  

On iPhone: check Settings > Celluar and see if the eSIM is there.  If it is, make sure the PM eSIM is set as Primary on "Cellular Plan Label" and "Turn on This Line" is toggled on

if you don't see the Public Mobile esim there, check the Welcome email, there should be a QR code for the esim for you to scan and install manually.  If you cannot find it in Inbox of your email, check also the Spam box.

If the Public Mobile eSIM is there, disable or delete those non PM sim , Rogers in yoru case (eSIM/Physical sim). 
If the non-PM sim is physical, remove it.  If the non-PM sim is an esim, disable using the SIM Manager on the phone (or set as Secondary and turn off "Turn on this line" for this non-PM esim)  

Then reboot the phone and click Reset All Networks on your phone and it will work.  (Please note that Reset all Networks will also erase your saved Wifi and Bluetooth connections, but you just need to add them back after). Also, it is possible you have to reset it multiple times for it to work.

if it still does not work, open ticket with PM by private message CS Agent using this link:
       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 will reply to you there