eSIM cannot be activated

[CathyLiu]

I have subscribed public mobile since this Saturaday noon, at first, everything's fine. But after I was notified to re-boot my phone, then my previous rogers eSim does not work anymore and the new eSim from public mobile failed to be installed, although I have followed the instruction to try several times via the QR code sent by the email.

After posting several tickets with no reply, and chatbot is claiming there would be somebody answering within 30mins, but it's 2 days, still no one answering on my ticket.s

Could someone please help me with this issue ASAP? it's been 2 days I'm not able to use my phone call and data!

[CathyLiu]

Hi Abby, thank you so much for providing this information, however, I tried the steps, the eSim still cannot be activated on my phone. I think the only thing I can do is to wait for my ticket gets solved. Just don't know how many more days they need.

[HelpAbby]

Hi Cathy, I have similar issue and an I.T person had resolved my issue. He told me to "remove the Public Mobile app" and remove any SIM card from my current phone. Then restart my phone and install the Public Mobile app and re-insert my old SIM CARD.  Please reboot your phone and you will be able to activate your subscription". Hope it helps.

[Frank52]

Sorry to hear about the long delays. As an existing client, I've never seen anything like this and it can be very stressful. The customer service requests are higher than Boxing day and Black Friday due to this incredible 50% promotion. The downside of such a great deal is that there are massive delays in response times from Customer service (over 1 day). Hang in there and keep monitoring your message inbox. You will get a response back eventually and customer service will be able to help you move forward. 

In the meantime, if you are having a issue related to an activation, number transfer and promotion, you can review this article to see if you followed all the necessary steps: 

https://publicmobile.ca/en/get-help/articles/transfer-your-number

[CathyLiu]

Hi,

I was operating exacly the same, disable Rogers eSim, then try to install PM eSim via the QR code, reboot phone for several times, none of it works!

Actually, I've sent 3 tickets to CS_Agent in the past 2 days, no reply at all, not to say 2-4 hours.

[CathyLiu]

Exactly, no curstomer service, no one to help!

I don't know what to do now! No phone call, no data, I dare not go outside, as no google map!

It's so helpless with public mobile!

[hTideGnow]

hi @CathyLiu 

disable Rogers eSIM

then enable PM eSIM, set it as Primary.  Reboot phone and click Reset network settings and it should work

but if not, submit a ticket with PM agent.  

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

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage           

[simber]

I've been experiencing the same issue, it's been past 24 hours since I transferred my entire family over from Rogers to Public Mobile. 

Several tickets submitted, no response. We can send calls, but can't receive calls or messages.

We've tried everything. Airplane mode, turning phone off, switching to 3G etc. Nothing has worked.