Phone not compatible with Esim?

[John70]

Hi there I just purchased a plan with eSIM. 

I have a Sony Xperia 5 IV,

When I purchased the plan I typed in my IMEI number, the Public Mobile website confirmed that my device is eSIM compatible. However, after trying to activate my account it says that it is not eSIM compatible. 

Please advise,

Thank you

[John70]

Thanks for all the replies. I submitted a ticked hope that will help

[BKNS27]

@John70 

Seems that the Sony Eperia 5 IV is 5G compatible.

https://m.gsmarena.com/sony_xperia_5_iv-ampp-11838.php 

I would suggest you contact your old carrier and get your account number then contact an agent by clicking on the Chat icon and type in Submit a Ticket and get them to help with the porting with the account number. Staff hours are 9:00am to 10:00pm EST.

[wetcoaster]

Unfortunately the IMEI checker can bring back false positives... I hope other community members' suggestions will help you trouble shot this. CSA will likely just inform you that you are on your own since your device is not on Public Mobile's "approved list". (Happened to one of my referrals with a OnePlus 11.)

Just as a side note: Since the xperia phones are not on the whitelist, Public Mobile will likely also refuse to get VoLTE to this phone. (You might get VoLTE initially, but, as the system is catching up on what device the SIM is used in, you'll probably be chucked off the feature. Yep, speaking from experience.)

[anotheran]

A few region specific Sony phones have locked out esim capability. Check out this thread https://www.reddit.com/r/SonyXperia/comments/1365v3f/xperia_5_iv_esim_possible_on_xqcq72/

Sorry to hear you got that problem. Sony sucks for many reasons like this. 

[hTideGnow]

hi @John70 it could be just an activation error, support agent might be able to help and get you the eSIM.  

please submit a ticket with CS Agent using this Chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html  Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
If any issue with ticket submission, you can  submit by direct message:  
      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437