“Your eSIM could not be installed”

[teddy1997]

Hello,

I transferred to Public Mobile yesterday and kept my old phone number. I followed all the instructions when downloading the eSIM and even had data at one point. However, after the transfer and old provider deactivated, my Public Mobile eSIM is no longer working and shows “SOS” where the signal bars are. I’ve tried everything including resetting Network settings and still did not work. I have also messaged support and still no response after more than 4hours. Any advice?

[teddy1997]

It is there and it is set as primary. Still nothing. I have already sent a ticket and messaged them 2 days ago and also nothing. Thank you for the suggestions regardless!

[hTideGnow]

hi @teddy1997 

is the PM eSIM there? if it is , can you enable it and set as Primary?

if you cannot, you will need to ask PM support agent to help, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage       

[teddy1997]

I recently switched to Public Mobile transferring my phone number from my old provider. I followed all the instructions and got a confirmation that my old plan has been cancelled. However, after restarting my phone as the final step, it only shows “SOS” and I could not connect to the network whatsoever. I did a reset of my Network settings, removed old simcard/ disable previous eSIM and still nothing. I haven’t received any help from Public Mobile and I’ve sent a ticket and messaged them already. Anyone have any real solutions to this? I would like to keep my phone number if possible. Thank you

[Frank52]

This will require a ticket to Customer Service using the following link. Please write to them and explain your issue. They will eventually respond and resolve your problem. The response times are very long at the moment (1-2 days) so please hang in their and practice patience. 

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

In the meantime, you can review the following articles to see if you followed the steps correctly. It might help with the Esim issue: 

https://www.publicmobile.ca/en/get-help/articles/transfer-your-number

Additionally, here is a ESIM FAQ document: 

https://www.publicmobile.ca/en/get-help/articles/esim-faqs

[jluong1]

@CS_Agent should hopefully get back to you and resolve this soon.

You can also try getting a new esim or physical sim to fix your issue.

[teddy1997]

I can log in on the app, but I want to keep my phone number and I’m worried that would mess it up if I buy a new eSIM. Is it possible to transfer the same number on the new one if I buy?

[hTideGnow]

hi @teddy1997 

can you login PM app on the phone? if you can , a quick way is to buy a new esim from Account page on the app (Purchase sim card and choose esim)

if you cannot login , then you will need to ask PM to help.  you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage