eSIM not installed

[pboorman]

Hi, I am trying to activate a new service by using an esim and porting my number over from Telus. 
I get a “esim not installed message” and contact customer service. Is there not a QR code to scan? If there is I never received one. 

[pboorman]

 Unfortunately the customer service agent wasn’t able to offer a solution.  I frequently swap in eSims (and physical sims) when travelling so the fact that we couldn’t solve this issue has made me reconsider moving my service. 

[softech]

@pboorman 

you received any Welcome email from PM support?

and I suggest you reply and push support to escalate.  They can certainly help.  They can help you to arrange another new esim or at least resend you the original esim QR code 

[pboorman]

The PM esim does not show in cellular settings. I removed the physical sim and reset all network settings and it still will not install. The response to my customer service inquiry is that they are not able to assist with esim activations. I am in the US until late April so I may not be able to activate until I return. 

[softech]

@pboorman 

there is a chance that the error was there because the Public Mobile esim is already installed and just not properly enabled

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

And 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 support using Chatbot:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
    Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Login" and finally click "Click here to submit a ticket ↗" 
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at: 
       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