eSIM Not receiving Network

[tobyosimen]

Hi, I’ve now completed all troubleshooting steps on my side as advised by someone in your team.
-Installed a new eSIM
-Set it as the primary line for Mobile Data, calls, and texts
-Restarted my phone multiple times
-Reset network settings
However, the issue is still the same, my iPhone 12 Pro Max is stuck on “SOS” and not registering on any network.
At this point I’m frustrate, it seems the eSIM is active but not properly provisioned or registered on the network. Could you please escalate this for a network/provisioning check on your end?
Thank you,
Toby

[Socrates8567 · Accepted solution]

Turn on Airplane Mode for 30 to 60 seconds. Turn it off and wait about 3 minutes to see if "Public Mobile" appears. If it still fails, keep Airplane Mode OFF and restart your phone. Sometimes the network handshake needs a fresh boot to complete.

If the Airplane Mode trick didn't work, verify these settings. iPhone: Go to Settings > Cellular. Ensure the Public Mobile eSIM is toggled On and the "Cellular Plan Label" is set as Primary. If you have a physical SIM from another carrier still in the phone, remove it. Sometimes having both active during a port/activation causes the phone to default to the old carrier. On iPhone, go to Settings > General > About. If an update is available, a pop-up should appear within 30 seconds.

[hTideGnow]

hi @tobyosimen 

your phone could have been blacklisted.  Check first (you might have two IMEIs on the phone, one for physical sim one for eSIM, check both)

https://www.devicecheck.ca/check-status-device-canada/

if it is clean, then you need to ask PM support agent to help and refresh the account on the system

submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
             (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")         
If any issue with ticket submission, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

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