can't install eSim

[el3]

Im new to public and nothing works.... eSim failed to install on my iPhone 13 Pro Max, customer support isn't working, can't submit a ticket.... help

[hTideGnow]

HI @el3 

you checked the cellular screen and cannot find PM sim installed there?

check the Welcome email, scan the QR cord there for manual install

if that is not installing still,  please submit a ticket with CS Agent here:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[Teo0321]

Hey @el3,

I'm sorry to hear about the challenges you're facing. Let's try to troubleshoot the issue with your eSIM installation:

1. Reattempt eSIM Installation:

   • Double-check that you have followed the correct steps for eSIM installation. If the initial attempt failed, try the process again.

2. Restart Your iPhone:

   • Sometimes, a simple restart can resolve connectivity issues. Restart your iPhone and attempt the eSIM installation once more.

3. Check for iOS Updates:

   • Ensure that your iPhone has the latest iOS updates installed. Updates may include bug fixes and improvements.

4. Network Connection:

   • Make sure you have a stable and reliable internet connection while attempting to install the eSIM.

5. Contact Customer Support:

   • If the issue persists and you are unable to submit a ticket, consider reaching out to Public Mobile customer support directly for assistance. You can submit a ticket to a customer support agent using this link: CS Ticket Submission.

I hope one of these steps helps resolve the problem. If you have further questions or need additional assistance, feel free to ask! 🙂

[Handy1]

@el3   Chat boy is broken you can use this direct link to contact support 

send a  private message   To CS_Agents click          

VVVVV      Link below    VVVVV

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

[softech]

@el3 

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