No eSIM

[Kev7]

1) eSIM did not download successfully. 
2) my number was ported to Public so I have no service. 
3) when I try to submit a ticket it errors

how can I get Support to fix this?

work cell: 403.xxx.xxxx

Edit by Dunkman: removed personal information

[esjliv]

@Kev7  - This is a public forum, please edit your post to remove any personal information. To edit it, hit the down arrow at top, right of your post.

We are all customers and members just like you here on the community.

Methods to contact Public Mobile Customer Support (CSA) below:

1-Normally Faster - use this link to: Get Help With Public Mobile Chatbot], also found in various places in Public webpages, and bottom right corner of the page (See the Chat Bubble), BUT can be troublesome and create errors.

So see #2 below:

2-OR, go to your ENVELOPE at the top right of your Community Account which is where your Inbox and Sent messages are. Select the orange/peach color box with the pencil inside it to start a new message.  Type CS_Agent in the SEND TO box. This will create a private message to Public Mobile Customer Support.

@J_PM continuous issues with not knowing who or how to contact customer support and personal information shared in public.

[softech]

@Kev7 

Did you get to the eSIM installation step?   Either the app will ask for your permission to do it for you, or you can get the QR code to install yourself. 

If you missed the step to install by the app, there is a QR code in your Welcome email.  Open it from a computer, or another device, then use your phone to scan it to install the eSIM profile on your phone.

Once you installed the eSIM profile, (or If you got passed that step eSIM installation step), try to reboot your phone once.  

If it still does not connect and if you have another active sim on the phone, disable those non PM sim (eSIM/Physical sim) using the SIM Manager on the phone or simply remove the physical sim.  

And make sure the one associated with PM sim and your phone number is enabled.
(On iPhone: Settings->Cellular , make sure the PM eSIM is set as Primary on "Cellular Plan Label" and "Turn on This Line" is toggled on)

Then 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, please open ticket with PM support

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there

[hTideGnow]

HI @Kev7 

1. you got a Welcome email from PM?  If you have it , there is a QR code there and you can manually install

2,  yes, your issue was that the esim not working yet

3. if you cannot install email via QR code, you have to submit ticket to agent by direct message here

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

[Kev7]

How do I get support from Public Mobile when I can’t submit a ticket?  (FYI I’m in IT)