e-sim does not work

[vitya]

Hi there,

I recently purchased a SIM card, connected it to my phone number, and inserted it into my phone. Later, I decided to switch to an eSIM and turned out my SIM cards. While I see a strong signal on my device, I’m unable to make calls or use the internet connection.

Could you please advise how I can troubleshoot this issue? Is it possible that if I started using a SIM I can't switch to e-sim and utilize it?

 Telephone - Google pixel 6a

[vitya]

Hi there,

All other eSIMs have been deactivated, and there are no physical SIM cards in my phone.

[hTideGnow]

hi @vitya make sure other sim cards on the phone are removed or disabled and only PM is there.  Then reboot and Reset all network

if that does not work, ask support to check,  

you can  submit by direct message:  
      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Support will reply via Community inbox here within 2 to 4 hours:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[Chalupa_Batman]

Hello @vitya 

You should go into your settings and make sure your eSIM is set to primary. And no, once you switch the SIM card is now waste. If you are still having issues, contact customer service.

To submit a ticket with CS Agent using this Chatbot link

https://widget.telus.tiia.ai/publicmobile/publicmobile.html 

Type Customer Service and follow the prompts. If you are having any issues, here is a direct link by sending a private message

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