Service is not working

[Jonu]

Recently subscribed via esim and after replying "yes" to the text received by my previous carrier, I have not had service for over 10 hours. Additionally, I cannot access my App as after logging in and verifying with 6 digit code, it just keeps refreshing the app login.

[10secdream]

@Jonu Glad to hear you got it working.

[Jonu]

As an update, i got it working through customer service. Apparently my number did port but was not assigned to my account. Hence the issues. CS tagged it on and a restart to my phone got it working.. Goodluck @10secdream  

[Nash211]

If you cannot get the Esim to work you may need a physical card to work, or below

Hi Community,

We're happy to share some news that aims to make your eSIM installation process smoother and easier. As of June 15, we've started including an eSIM QR code in our activation summary emails.

Why does this matter?

If you encounter any difficulties downloading your eSIM during activation in the app, you now have a quick and easy solution - the QR code provided in your email. To effectively use this feature, open the email on a different device so that you can scan the QR code with the phone you want to use for your Public Mobile service. This lets you download your eSIM directly, and once done, you can log back into the app as an existing user. 

This enhancement is part of our ongoing commitment to streamline our services and provide you with the best possible experience. 

Stay tuned for more updates,

The Public Mobile Team

[10secdream]

OP and I have a similar issue and neither of us can login and therefore cannot start a support ticket. Currently waiting for CS Agent to respond to my message.

[Nash211]

To erase your eSIM on your iPhone

1. Go to Settings.

2. Tap Cellular. Then:

   • If you have a single plan, tap Delete eSIM.

   • If you have multiple plans, tap the plan that you want to erase. Then tap Delete Plan.

How to activate an eSIM manually

1. Go to Settings.
2. Tap Cellular or Mobile Data.
3. Tap Add Mobile Data Plan.
4. Tap Enter Details Manually.
5. Follow the instructions to enter the data.

If your carrier offers an app, that too can be used to enable an eSIM on an iPhone. Check with your carrier for further details.

[Jonu]

Iphone, yes, i had a separate esim for Fido and through PM's activation, another esim was added for PM.. I changed my password and still can't log in.

[Nash211]

Try changing your password if it allows you too, then try logging in again

[Nash211]

What is the brand of your phone

[Nash211]

Was the esim in your phone used for another provider before you came to PM

[Jonu]

agreed.. experiencing same issue.

[10secdream]

Yes to both and I know it works because I get the PM 2FA sent to text but other sms/calling services do not work. I also can't log into my account either. 

[Jonu]

Yes, I restarted my phone and yes, PM is at the top of my screen as the service provider. With the esim settings also say the provider is public mobile.

[Nash211]

After you changed it to esim primary did you restart your phone and do you see PM located on your screen after you do it

[Jonu]

Yes, I've turned off the Fido ESIM which makes the PM ESIM the only active one and I cannot get service still. 

[Nash211]

Did you shut off or remove the old sim card from fido once it was deactivated. If you used Esim you have to make Esim primary on your phone for PM to kick in

[10secdream]

I also ported over from Fido last night. The port was complete and my Fido account was deactivated. Been waiting in limbo since yesterday and sent a message to CS Agent 9 hours ago.

[Jonu]

I was previously with Fido through esim as well. The esim from fido is still on but no service which likely means it is porting but I starting the part at 5:30PM EST yesterday and still no service from PM.. I've restarted my phone multiple times.

[eddieO]

@Jonu, @10secdream, have you tried restarting your phone? If you place your old SIM card back into your phone is it still working (calling in/out, text in/out, data)? If so, porting did your complete. It's possible that because the porting request came yesterday evening that it's taking much longer but it should definitely be working by now. If the restart does not start reach out to a support agent as it's now open for business hours so you should get a response within a few hours

[hTideGnow]

hi @Jonu 

just a bit more time.  usual wait time is within 2 hours

[Jonu]

customer support has not replied to my message in over 20 minutes..

[hairbag1]

@Jonu 

you can message Customer Support for their assistance...use this link to start that process...

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

[10secdream]

Also having the exact same issues.