eSIM installation failed after successful port — line stuck in SOS

[ZFizz]

My number has successfully ported from Virgin Plus and my physical SIM has been removed.

The automatic eSIM installation failed and no activation email or QR code was generated. My line is now stuck in SOS and I cannot receive SMS verification codes.

I need an eSIM reissued and a manual QR code sent so I can complete installation.

Details:

• Port completed successfully

• Physical SIM removed

• iPhone supports eSIM

• Account and plan are active

Please reissue the eSIM or provide a QR code so I can manually install it.

[AhmedElsayed]

Been waiting for three days now with the same issue LOL. 

[mkhol]

Did not get response from technical team yet but I have network just now, no more SOS. I can text, call and use data now 

[ojey]

Hi

so your initial wait time to get feedback from CS was about 24 hours

now plus another possible 24-48 hours?

[mattlaw360]

I'm having the same problem, I submitted a direct message to PM support agent days ago now and I still haven't gotten a response. I've been stuck with out a number for days. PM really needs to fix this, we're basically stuck on an endless loop with zero cell service and zero communication, while still paying for it. This is really ridiculous. I'm not able to access any of my banking apps that require 2FA using my phone number right now.

[ojey]

20 hours? what? I am currently on 10hours wait
wow!
things like this make me ask myself...."why did I port to this service?" stock in SOS for 10 hours now.

[XINYUANWANG]

Hi,

It is a nightmare. I did not get any reply for more than 20 hours from the CS agent. I can not submit my ticket at all. So bad experience.

[Vishal1981]

My service is up and running, app worked this morning for me. however, still can't log into my account.

[Hjz_Claire]

horrible!

[Hjz_Claire]

Same issue.. everyone is stuck in the SOS

[Hjz_Claire]

I have the exact same issue, and the original poster already said that the porting completed "seems", so this means he can see that in the celluar and must have already enabled it. PPL are not idoits. but there is simply no service at all! eveyone are now stuck in the SOS

[LeviInch]

This information you posting on each post is not helpful. There's clearly an issue with the PM Servers and they're unable to handle thigh volume of activations from your "flash sale"... this is irresponsible on all accounts to leave what I am assuming is 100s or more of your customer without any cell service. Most of us it's the only form of communication we have. How does this happen?

[KarenELaser]

I'm in exactly the same spot, no QR code emailed or generated. PM needs to fix their setup process - simply irresponsible and unsafe to require people to have no cell service for an indefinite period. It should be possible to activate an esim before disconnecting from our prior mobile provider, as the reverse leaves me unable to communicate or authenticate for any logins including my work account verification tomorrow. 👎

[Vishal1981]

Same issue here, unable to receive 6 digit code not inactivated number. Number already successfully ported from Freedom mobile

[PhiNg]

I got the exact same issue. Now I’m stuck in SOS, so frustrated. 

[hTideGnow]

hi @ZFizz 

can you double check if the PM  eSIM is already showing up on your Sim Manager or Settings-> Ceulluar?

if yes, then you need to manually enable it

but if it is not there you will need to ask PM support agent to help, 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