eSIM activation failed

[Shio]

I just transferred from another service provider today. The eSIM was activated successfully first, but after I reboot my phone per request of a text message from Public Mobile, I lost my service and only shows SOS only. I tried all the methods mentioned in the community such as airplane mode, restart iPhone, reset network and it still didn’t resolve my issue.

So I made my final attempt by deleting the eSIM and try to scan the QR code again in my welcome email. The QR code didn’t work. What should I do now? Can I get a new QR code by any way?

[Lisa-PM]

I did not remove the eSIM. Currently my phone number ported from Rogers is still showing under Rogers but greyed out. 
Do you mean that is the Public Mobile eSIM installed? If yes, what are the next steps to activate it?

[slusagm]

hi @Lisa-PM 

actually, you shouldn't have deleted the PM esim, it would be easier if you didn't.  But yes, eSIM is more troublesome than physical sim.  

you have no choice but need to ask PM to help.  Please follow the link I provided above to open ticket.  But expect long wait with PM, look like they have higher ticket volumes now

[Lisa-PM]

Thank you for the step-by-step explanations!
There is no Public Mobile under eSIMs section. 
The original Rogers eSIM is inactive now.  I scan the eSIM from the sign up email, and got the same error message eSIM cannot be activated. 
Maybe a corrupt eSIM for both of us.
Hope they can resolve for us.  I wish I knew how difficult this can be. 

[Shio]

Thanks for your response, I just messaged CS Agent. Hope my issue will get resolved soon.

[Shio]

I also transferred from Rogers. This is my first time using a small service provider other than Rogers, Fido and Bell.

I already deleted my eSIM from my setting… so there’s nothing really I can do right now other than waiting for the reply from the private message.

[slusagm]

@Lisa-PM 

the app should have installed the esim for you already

Check your SIM Manager or Settings->Cellular and Public Mobile sim should show up there.  Enable it (or Toggle on Turn on this line) and set it as Primary.  And make sure other sim cards are removed or disable all other esim.  Then,   Reboot phone and Reset network settings

if the esim is not there or you really cannot make it work, ask PM to help.  Since you cannot properly login, you won't be able to open the preferred Chatbot ticket.  So, you will need to message them here:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox between 9AM-10PM EST (Mon-Sun), check here:
      https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage 
        

[Lisa-PM]

I had same problem - SOS or no any service after porting out from rogers. The eSIM cannot be installed or activated regardless how many tries. It was smooth in the sign up or subscription process. Have sent out tickets and a private message. Waiting for response. Do we need a new eSIM to be installed or Public Mobile can refresh the eSIM from their system side. As a new customer, it’s challenging to know what is the next step given there is no phone number that reach out to. 

[Handy1]

@Shio  You need support to help 

send  a  private message   To CS_Agent

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

   After submitting ticket keep an eye on your community inbox for their reply , or you can use this link to the community in box

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