eSIM activation issue

[bragasa]

I’m having an issue activating my eSIM. I tried to activate it on March 2nd following subscribing to a new plan, but had been unsuccessful. I was in contact with an agent, but it has been no help. I’ve been without phone service for 2 days as this issue has not been resolved. Can I please get some help. 

[softech]

@bragasa 

do not delete the eSIM, PM CS agent can reprovision the same eSIM on the system to make it works

but reply CS Agent message and work with them
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[bragasa]

I appreciate the advice here. My eSIM shows up and is the primary on my iPhone, but my phone still hasn’t been able to pick up the provider and is still on SOS.

I think I need to re-register the eSIM with a new QR code as the one I previously had expired and no longer allows me to use it.

[CSA_PM]

Thank you for the escalation! The customer is in contact with an agent.

[softech]

@bragasa 

there is a chance  the Public Mobile esim is already installed and just not properly enabled

On Android:  Check your Sim Card Manager and see if a Public Mobile eSim is there.  If so, make sure it is enabled.  

On iPhone: check Settings > Celluar and see if the eSIM is there.  If it is, make sure the PM eSIM is set as Primary on "Cellular Plan Label" and "Turn on This Line" is toggled on

if you don't see the Public Mobile esim there, check the Welcome email, there should be a QR code for the esim for you to scan and install manually.  If you cannot find it in Inbox of your email, check also the Spam box.

If the Public Mobile eSIM is there, disable or delete those non PM sim (eSIM/Physical sim). 
If the non-PM sim is physical, remove it.  If the non-PM sim is an esim, disable using the SIM Manager on the phone (or set as Secondary and turn off "Turn on this line" for this non-PM esim)  

Then reboot the phone and 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, wait for reply from PM

[BKNS27]

@bragasa 

Since you are in direct contact through dm with an agent. Just wait for a reply. It depends on how busy they are. It may take some time. I’ve had an agent get back to me within 1/2 hour and others times in a few hours.

[bragasa]

@BKNS27 

The agent never provided any suggestions for support. They sent a follow up after I submitted a ticket. I responded directly to the follow up shortly after and I didn’t hear back until the following day asking if I still required assistance.

[BKNS27]

@bragasa 

What was the suggestions that the CS_Agent asked you to do so we don’t repeat it?