No service

[Gubby]

Just signed up for a new account. Not getting any service. Unable to post a request for help in the app. I just keep getting caught in a loop … sign in, request help, sign in, request help, etc.  My number has been ported from Virgin, but I’m unable to make any calls

[Gubby]

Thanks for your help

[Gubby]

The problem was the eSIM. New one installed now.  Thanks for your help

[Gubby]

Thank you.  I suspected the eSIM was no good. I’ve contacted them.  Hopefully the response is quick.

[softech]

@Gubby 

then you need to engage support and ask them to resend you the QR code and check the system.  Please open ticket with them by direct message

                 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

[Gubby]

• There is no PM sim showing

[softech]

@Gubby 

can you confirm on Settings> Cellular screen whether you have the Public Mobile sim showing there?

[Gubby]

I’ve removed the Virgin SIM card. I rebooted the phone. I tried to install the eSIM from PM email, but get message “unable to activate eSIM”.  I tried resetting all networks and installing the eSIM after rebooting, but still no progress.  Is there a problem with the eSIM?

[Gubby]

The PM eSIM does not show up.  I have removed the Virgin SIM card and tried to install the PM eSIM from the QR code in the email I received. Each time I try, I get “unable to activate eSIM”

[softech]

@Gubby 

you are on iPhone, did you check :

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

[Gubby]

I allowed the PM app to install the ESIM.

when I try to install it scanning the QR code, this comes up 

[softech]

@Gubby 

at this point, it is likely an esim issue and not related with the port

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

[Gubby]

I replied YES to Virgin

i have an ESim

i am unable to reset my network settings. The instructions in the P mobile app don’t correspond to what is on my iphone SE

i have rebooted the phone

[Gubby]

yes. I rebooted phone. Reset network settings.  I downloaded an ESIM when I first set up my account.  Received notification that eSIM was successfully downloaded/installed (?). Never used an eSIM before.

[Hollister]

@Gubby 

Just to confirm…you replied yes to the text to port out from Virgin? Have you tried…rebooting phone, resetting network settings or reinstalling SIM card? 

[hTideGnow]

hi @Gubby if you cannit connect to PM network , it is account setup problem.  Is it physical sim card?? if physical, try on another phone

if still not connecting, have PM agent to help.  please submit a ticket with CS Agent here:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437