eSIM did not work for me

[Joeboxer]

On Sunday the eSIM failed, and I submitted a ticket at 830pm. Today is Wednesday and I’ve already paid for service and can not use it.

ive just asked for another eSIM, when will i receive it? Does it make sense for me to visit a telus store location to get help with either a SIM card or eSIM? Can I visit a store? Will they help me?

if I go to a store location will their be along wait with others trying to get their service working? I can’t be the only one with this issue.

thanks

[Joeboxer]

Hi, I put the eSIM on my 13inch iPads Air M2. it shows up as telus, but when I turn off wifi to use the data from the plan it says “could not activate cellular data network”

under info it says public mobile 

i have done what you said, but this is the only eSIM on the tablet, and I did the network reset once, I’ll try doing it again, but when I was setting up this eSIM on Sunday it gave me an error saying could not complete 

if I received another eSIM I would just activate it on my iPhone 16 pro max, maybe I should have just done that in the first place..

I think I just need a new eSIM or a actual SIM card, I can’t go to a telus store location to buy a sim?

thanks 

[softech]

hi @Joeboxer 

there is a chance that the eSIM issue just need some setting tweak to get it working

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, open ticket with PM by private message CS Agent using this link:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there will reply to you there