Impossible to install esim

[Ec15]

Hello, the installation of my esim doesn’t work.  My cell supports esim, I did all the updates, I resetted the network setting and the qr code or the manual installation still doesn’t work. I’m not getting any answer from the ticket. Is there anyone who can help?

thanks

[hTideGnow]

HI @Ec15 

what phone is that?

and you checked your phone sim page and no eSIM showing?

I think you need to submit a ticket with CS Agent and they can resend you another QR code
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[Ec15]

Thanks for your answer. It tells me that the esim canot be activated and that I should contact the provider. There is no sign of thé esim that would allow me to activate it after this message.

[JRod]

@Ec15 

Sorry to hear you are having issues adding your eSIM. Is the error you are getting that the eSIM cannot be activated or that it cannot be added? 

If you go into your cellular settings on your device is there a chance that it might show the eSIM? In some cases it’s there and just needs to be enabled. If it’s there you can press on the eSIM to see a deeper menu and then hit the toggle turn on this line or enable and then reboot your device.

If the eSIM isn’t shown in your settings you will have to reach out to customer service as you’ll likely need them to re-issue you a QR code for the eSIM. 

Please click this link below to message customer service:

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

Keep an eye on your mailbox here as that is where your reply will come in (envelope icon on desktop, click your avatar icon in the corner and then click messages if on mobile).