topic Re: New phone in Get Support

New phone

pdolphin — Tue, 11 Jan 2022 02:14:15 GMT

Hello,

I have an account but recently deactivated it because my device was stolen. I ordered a new used phone from you that arrived today, but it did not come with a new SIM card, which is indicated on the phone page as part of the deal with buying a phone. I need one to restart my service and did not buy one because I thought one would come with my phone as promised. How do I get my new SIM card at this point?

Re: New phone

Anonymous — Mon, 10 Jan 2022 21:12:34 GMT

Well that sucks. Have you checked all the packaging? Have you checked in the phone itself. Maybe it was pre-inserted??

You'll need to contact the CSA's to get another one sent or go buy one and then ask the CSA's to reimburse you the cost.

Re: New phone

pdolphin — Mon, 10 Jan 2022 21:20:40 GMT

Thanks so much for replying. I did check and there was no card inserted and none in the packaging. How do I connect with CSAs?

Re: New phone

BeachNBeer — Mon, 10 Jan 2022 21:21:25 GMT

@pdolphin

Contact customer service agents.

Open a ticket via:

https://widget.telus.tiia.ai/publicmobile/publicmobile.html (faster response time)

Type "ticket" > Click "Contact Us" > Select your issue > "Click here to submit a ticket↗"

or send a private message to:

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

and describe your issue. Include your name,phone #, account #, Email address,4-digit PIN to speed up authentication process.

Re: New phone

dabr — Mon, 10 Jan 2022 21:22:24 GMT

@pdolphin I don't think the SIM comes pre-installed but should be included with your phone package in it's own SIM package. Of course if it's missing then you need to contact CSA's to reimburse you (if you need to purchase one instead) or send you a new one.

Re: New phone

pdolphin — Mon, 10 Jan 2022 21:24:17 GMT

Yes thank you! I am new to this and wondered if you could tell me how to contact CSA’s. Thanks again.

Re: New phone

Anonymous — Mon, 10 Jan 2022 21:25:15 GMT

@pdolphin : Are you able to get out to some stores and get one yourself? Probably quicker than waiting again for the delivery. The company will credit you the cost of the SIM.

Re: New phone

esjliv — Mon, 10 Jan 2022 21:27:11 GMT

@pdolphin - yes, indeed contact Customer Support Agents (CSA) to get that SIM that you should have received by methods provided by @BeachNBeer .

But in the meantime you could share you location/city (only if you are comfortable with that, many members have new spares they could provide).

Or, pick up one at a retail location near you. Then you will have a spare when PM replaces the one they should have sent.

Check retail here: https://www.publicmobile.ca/en/on/store-locator

If they try to get you to activate, Don't. Just tell them you lost your phone and only need a replacement SIM card.

Re: New phone

0PX9O4 — Mon, 10 Jan 2022 21:27:29 GMT

I would ask PM to ship it next day, I'm sure they should be able to arrange it given that this was their fault to begin with.

Re: New phone

esjliv — Mon, 10 Jan 2022 21:28:52 GMT

@pdolphin wrote:
Yes thank you! I am new to this and wondered if you could tell me how to contact CSA’s. Thanks again.

@pdolphin you have to send an email/message through links provided by @BeachNBeer .

Or, click here to start a ticket to -

Private Message to Public Mobile Customer Support Agents (CSA)

Re: New phone

darlicious — Mon, 10 Jan 2022 22:07:57 GMT

@pdolphin

Send a private message as per @BeachNBeer 's instructions and include the following info to preverify your account:

Full name and address on account.
Phone #, email and 4 digit account pin#.

Explain your issue and include your order or confirmation # of your phone order that was missing the free sim card. If you have a local retailer that you can purchase a sim card from then just get the CSA to approve a credit to your account once you submit your reciept.

Keep an eye on your private mailbox the envelope icon at the top right corner of your screen next to your avatar for a little number to pop up indicating a reply from a CSA. Responding promptly will speed up service times but expect a reply within the hour.

Edit: Lol....wrong beach bum!

Re: New phone

esjliv — Mon, 10 Jan 2022 21:59:21 GMT

@darlicious oops jb546...? 🙂

Re: New phone

softech — Mon, 10 Jan 2022 22:03:38 GMT

more secret PM Staff now? (Just jk)

Re: New phone

computergeek541 — Tue, 11 Jan 2022 01:10:48 GMT

Re: New phone

darlicious — Tue, 11 Jan 2022 01:14:53 GMT

This new community forum has turned into one giant echo chamber!