New SIM wont activate

[Fazel1]

I just experienced the same issue. My credit card got charged and I selected my phone number but eSIM wasn’t installed. Now I can’t login as it’s sending a code to the phone number. I didn’t get an activation summary email either. I sent a PM to support, hopefully this can be fixed soon as I need the service for tomorrow, attending first day of university.

[cellphoneuser1]

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@AlexSorochan wrote:

Did this ever get solved for you? I’m experiencing the same issues and customer service keeps telling me there isn’t an issue even though I’ve repeatedly said I can’t download the eSIM or get into my account. I have absolutely no service at all and the whole thing is so frustrating

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 Keep talking to CS_Agent.  Only they can fix that.

[AlexSorochan]

Did this ever get solved for you? I’m experiencing the same issues and customer service keeps telling me there isn’t an issue even though I’ve repeatedly said I can’t download the eSIM or get into my account. I have absolutely no service at all and the whole thing is so frustrating

[CSA_PM]

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

[Fazel1]

Thank you Softech, unfortunately the sim hasn't shown up in cellular settings and I never received the welcome email. Will await reply from CS Agent

[TheSterlinger]

Agents usually reply within 30 minutes to to 1 hour.

Check your sim manager or sim settings to see if it automatically downloaded and make it primary or turn on this line.

[softech]

@Fazel1 

there is a chance that the  Public Mobile esim is already installed and 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 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.

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