New eSIM stuck on “searching”

[Britt123]

I downloaded my new Public Mobile eSIM. It shows up in my cellular settings on my iPhone. I went to transfer my phone number on the app and followed the steps. My Public Mobile cellular service hasn’t gotten any service and has been stuck on “searching” for 5+ hours. My old phone service cellular is on SOS now. Help?

[Britt123]

Thank you! It seems to have worked by removing my old physical sim and restarting my phone. 

[softech · Accepted solution]

@Britt123 

 First 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.  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

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