eSIM did not transfer

[Ritadh]

It has been over 12 hours since I signed up and and my phone is still in SOS mode.  I cannot reach an agent as this service gives me Error 404 all the time.  I used a eSIM and thought that everything went correctly as my old provided disconnected my service with them.  HELP someone.  I have no phone service.

[hTideGnow]

hi @Ritadh 

you cannot just add the eSIM, you need the QR code 

dd you get a Welcome email from PM? the QR code is there

if not,   please submit a ticket with CS Agent here:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437      

[Ritadh]

I have iphone.  On cellular screen it does not show a PM eSIM.  Just if I want to add one.  I think I'm still on temp. line.  I have tried to scan the QR code from welcome email several times but just says "unable to activate e-SIM".

Sorry about the referral code, I will connect with the link you sent me.

Thanks

[hTideGnow]

HI @Ritadh 

are you using Android or iPhone?

check the Sim manager or Cellular screen, do you see a PM esim there?

for QR code, check your welcome email from PM

and please remove the referral code, you cannot post here

if you want to confirm the code was added,   please submit a ticket with CS Agent here:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437      

[Ritadh]

I have tried your suggestions and I have progressed somewhat, however I don't know if the eSIM is installed and I may be using the temporary phone mode.  It does not indicate on my phone that I have a PM eSIM, just says "add eSIM".  I tried to do with the welcome QR code I was sent, but it won't work.  I can now call out, now that I set that temp as primary.  I have disabled my old provider SIM.

Could I get a new QR?

I also noticed that when I registered to set up, the referral code did not go through.  My daughter referred me to PM and the code she gave me was ******.  Could this be corrected as well.  

I would like to have these issues solved before my partner decides to change his provider to PM.  

Please advise.

Thank you

Rita

[softech · Accepted solution]

@Ritadh 

can you at least make outgoing calls?

It does look like the eSIM is either not installed or not configured correctly.

Did you get to the eSIM installation step?   Either the app will ask for your permission to do it for you, or you can get the QR code to install yourself. 

If you missed the step to install by the app, there is a QR code in your Welcome email.  Open it from a computer, or another device, then use your phone to scan it to install the eSIM profile on your phone.

Once you installed the eSIM profile, (or If you got passed that step eSIM installation step), try to reboot your phone once.  

If it still does not connect and if you have another active sim on the phone, disable those non PM sim (eSIM/Physical sim) using the SIM Manager on the phone or simply remove the physical sim.  

And make sure the one associated with PM sim and your phone number is enabled.
(On iPhone: Settings->Cellular , make sure the PM eSIM is set as Primary on "Cellular Plan Label" and "Turn on This Line" is toggled on)

Then 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, please open ticket with PM support

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there