eSIM not installed

[LilW]

Hi there, can anyone help with an incomplete activation where it is stuck at the eSIM installation step? I tried transferring my old number but it keeps getting stuck at eSIM installation and now it is not giving me any retry option other than contact support. But I can't seem to submit a ticket either for whatever reason even though I have filled out all the boxes. I also can't verify my account because the system keep saying I have to get the code from my number (which is no longer working because of the transfer). I've also tried rebooting my phone which did not work either. I also did not get a welcome email with a QR code. I've sent a private message in the community support and have not heard back. So I'm pretty much at a loss of what to do. Thanks for any help offered!

[jerry67]

Thanks your answer also helps me.

[LilW]

@hTideGnow thank you I will try tomorrow!

[hTideGnow]

hi @LilW 

it's 10PM ET, and support centre closed already.  You will probably have to wait for tomorrow for them to contact you back

Check Expert Messaging ( https://publicmobile.ca/en/get-help/articles/expert-messaging ) in the morning and message them again

[LilW]

Thanks @hTideGnow , I tried all your suggestions before and nothing has worked unfortunately. Still waiting for my direct message to them I sent about 3 hours ago.

[LilW]

Hi @Chalupa_Batman I just tried this and it's taking me in circles as I didn't get an activation email with QR code (also checked junk and nothing). Now it is telling me to Log in to my Self-Serve account, but I'm getting this message "We’ve noticed you have an active Public Mobile service and would like to confirm your full access

A 6 digit code associated with your EverSafe ID will be sent to your phone number. We will need you to confirm this number", which also doesn't work since through the activation process I had to confirm cancellation with Public Mobile within 90 mins to get the activation started. I hope someone from support can get back to me soon.

[slusagm]

@LilW 

you sure the esim not there? check Sim Manager, maybe it is there and the app cannot enable it

but if you need PM's help, Simply open ticket with PM using Expert Messaging.  Click the Orange Chatbot icon on the lower right to start, or use this link  https://widget.telus.tiia.ai/libs/chatbot.html?botId=ZJkWuVb7Hp6EEcTIZKMZbvLwuDV&lang=en&toggle=fal...
 (For 2FA when login, you might need to use email to receive if you cannot receive the text on the phone.) 
 
PM will reply you via Expert Messaging   between 9AM-10PM EST (Mon-Sun)
(for help with Expert Messaging, check here: https://publicmobile.ca/en/get-help/articles/expert-messaging )  

[hTideGnow]

hi @LilW 

If you got the error ""SUBSCRIPTION NOT ACTIVATED"  or  " Unable to Activate eSIM"  at step 6, Reboot your phone, re-login and the app will try to complete the activation

If same, then remove the old carrier sim card,  or if it the old carrier sim is esim, disable it from Sim Manager or Settings->Cellular

Then put the PM sim card in the phone, or if eSIM, you should be good 

Next,  go to Sim Manager or Settings->Cellular and check if PM sim is showing there.  Make sure the Public Mobile sim is enabled , or Turn on this line  option is toggled on.  Also, change the label to Primary

Reboot your phone and Reset network settings and test and confirm if all work or let us know of if any the following does not work: inbound and outbound calls, inbound and outbound text, mobile data.

if the sim not connecting, 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   

[Chalupa_Batman]

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@LilW wrote:

Hi there, can anyone help with an incomplete activation where it is stuck at the eSIM installation step? I tried transferring my old number but it keeps getting stuck at eSIM installation and now it is not giving me any retry option other than contact support. But I can't seem to submit a ticket either for whatever reason even though I have filled out all the boxes. I also can't verify my account because the system keep saying I have to get the code from my number (which is no longer working because of the transfer). I've also tried rebooting my phone which did not work either. I also did not get a welcome email with a QR code. I've sent a private message in the community support and have not heard back. So I'm pretty much at a loss of what to do. Thanks for any help offered!

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Apparently this is the way to get a hold of support. However, some people have said it's been several hours with no reply. Not sure this new system is working but eh...

If you are able to log in, please use this link to the new Public Mobile Expert Messaging service. Follow the prompts to get assistance from a CS Agent. 

Public Mobile Expert Messaging 

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.