no connection new customer

[Hawkshaw]

Just transferred from Mobility.  eSim installed.  No connection.  iPhone 13 MaxPro

[softech]

@Hawkshaw 

glad it helped.

Yes, that's what the Community for.  We always try to help before asking people to talk to CS_agent, which is the longer route

Enjoy the savings 🙂

[Hawkshaw]

Primary was what I was missing

[Hawkshaw]

solution found thanks

[softech]

@Hawkshaw 

working now?

[Hawkshaw]

Excellent - thank you

[softech · Accepted solution]

@Hawkshaw 

On iPhone: Settings->Cellular , make sure the PM eSIM is set as Primary on "Cellular Plan Label" and "Turn on This Line" is toggled on

and it helps to remove your old physical sim card from your old carrier, or if your old one was a eSIM too, please disable it (toggle off Turn off this line for your old carrier esim)

[Hawkshaw]

iPhone 13 MaxPro

How do I "clearly" see the PM eSim intalled.  ?

[Handy1]

@Hawkshaw  here’s link for support 

send  a  private message   To CS_Agents

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

                          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[hTideGnow]

Hi @Hawkshaw 

remember, do not try to delete the esim if it is already installed, the deletion will cost you $5 🙂

Try to Reset All networks and test again

[softech]

HI @Hawkshaw 

iphone or android? and you clearly see the PM esim installed?

If it still does not connect and if you have another active sim on the phone, disable those non PM sim (eSIM/Physical sim) using the SIM Manager on the phone or simply remove the physical sim.  

And make sure the one associated with PM sim and your phone number is enabled.
(On iPhone: Settings->Cellular , make sure the PM eSIM is set as Primary on "Cellular Plan Label" and "Turn on This Line" is toggled on)

Then 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, please open ticket with PM support

               https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there