eSIM installation failed

[SaraKv]

Hello,

I bought an eSIM two days ago, but it has never been installed on my phone. As shown in the screenshot, the PM app indicates there is a problem installing my eSIM, and I am advised to contact support.

I reached out to the support team first, and after a full day of back and forth, one agent insisted that the message in the app is generic and doesn't indicate an issue on PM's end. The agent told me it was my responsibility if the eSIM couldn’t be installed, suggesting I either purchase a new eSIM or order a physical SIM to resolve the issue.

I have already paid for an eSIM just two days ago, and it hasn’t worked. I am simply asking for assistance in either reinstalling and fixing this eSIM or receiving a refund to purchase a new one, but the agent refused to help.

My phone is a Samsung Galaxy S23 Ultra, and I previously had a working eSIM from PM on it. So, the phone is compatible.

Is there anyone who can assist me, please? I am currently subscribed to a service I can’t use, and I am extremely frustrated trying to convince this agent that there is an issue that isn’t my fault, and I need help not denial 😞

 

[SaraKv]

Fortunately, after reporting the other agent for his condescending language and attitude, I was eventually put in contact with a very helpful person who guided me step by step through the problem.

Before identifying the exact cause of the issue each time after making changes on either their side or mine, she added $5 to my account to allow me to repurchase the eSIM for free and try again.

After 3-4 failed attempts to install it, she figured out that my eSIM IMEI (but not the physical SIM IMEI) was still blacklisted due to a theft report I had made a few weeks earlier. So, when I had asked for my IMEI to be removed from the blacklist after retrieving my phone, the eSIM IMEI was not successfully removed.

Thanks to this very kind and helpful agent, the source of the issue has been identified and will hopefully be resolved soon 🙂

[SaraKv]

Unfortunately, I was also put in contact with an agent who was unwilling to help and even had a disrespectful language but then after another agent took over, she helped me solve the issue which actually happened to be on PM side.

[Delong]

I'm having the exact same issue, feeling like this is a scam. It initially told me my phone was esim compatible now says it isn't and tells me to request refund but ai agent says cannot do refund. So we are stuck paying for a plan we can't use? 

[Handy1]

@SaraKv  

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