Esim unable to activate iphone

[RMPM]

I recently tried to switch my mom over to Public Mobile but had a persistent message on the phone that it was unable to activate the esim.  I toggle network settings to Public mobile, tried resetting network settings and scanned the qr code multiple times.  How to i connect with an agent for support with this issue?

[RMPM]

Thank you! @softech.  I had checked all the settings etc.  The issue was removing the old physical Sim from the phone I guess.  Issue resolved.

[softech · Accepted solution]

@RMPM 

you don't need to scan QR code to install the eSIM as the PM app already install it for you during subscription.  I hope you delete delete the PM esim and then try to reinstall using the QR code, the eSIM can only installed once

you can reach out PM support for assitance by  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

But at the same time check again as the Public Mobile esim  likely  just not properly 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

Once confirmed that  the Public Mobile eSIM is there, disable or delete those non PM sim (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.