topic Re: Refund in Get Support

Refund

Rebach — Thu, 25 May 2023 18:03:01 GMT

I paid for an eSIM and a $40/mth subscription but am unable to get the app to activate the SIM/service. I've been told there is no workaround for this issue, is it possible to get a refund for an unactivated service?

Re: Refund

Handy1 — Thu, 25 May 2023 18:04:23 GMT

@Rebach You need to creat a ticket

while your already here and logged in the community

you can send a private message To CS_Agents by clicking here.

Re: Refund

softech — Thu, 25 May 2023 18:04:51 GMT

@Rebach who told you about no workaround for the issue?

Exactly what happened? Your phone is not connecting to the network? What error you have?

PM support should be able to fix the activation problem. Please open ticket with them for further investigation or refund request

1. Open ticket via Chatbot at: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Click "Yes, I'm a customer", then click "Sign In", once signed in, ignore the choices and type "Contact agent"
Then click "Contact Us", and click "My Account". Finally click "Click here to submit a ticket ↗ " and you can open the ticket

2. Or if you have trouble with Chatbot, 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 the ticket is opened. CS Agent will reply to you there

Re: Refund

hTideGnow — Thu, 25 May 2023 18:06:32 GMT

HI @Rebach unless CS agent confirmed the problem cannot be fix, it should be fixable

Please submit a ticket wtih CS agent at: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

First type Contact,
then select the only choice there: "Contact..",
from the list of , choose "Other"
finally click link the blue link about submit a ticket
Another page will open and just follow: .

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM

If you have problems submitting a ticket, you can open ticket by private message (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Refund

Rebach — Thu, 25 May 2023 18:10:58 GMT

My phone is connected to the Australian app store and I can't change it until next month so I can't download the app.

I was talking to the CS agent and they told me there was no solution

Re: Refund

Rebach — Thu, 25 May 2023 18:13:08 GMT

I was talking to the CS agent and they told me it wasn't fixable

trying to get through on another message because the chat isn't working for me. This customer experience is wild

Re: Refund

softech — Thu, 25 May 2023 18:15:17 GMT

@Rebach

I thought people who cannot connect to Canadian app store cannot install the app and cannot activate then? You able to sideload the app?

can you get a physical sim card for now?

$5 from Amzona
https://www.amazon.ca/gp/product/B07R6P5KBB/ref=ox_sc_act_title_1?smid=AD2L5SKHPCC6Q&psc=1

you can reply the support's message and see if they can reimburse you the cost. Of course, you can reply them on the same message and see if they can provide refund

Re: Refund

Rebach — Thu, 25 May 2023 18:23:12 GMT

Apparently that's the case, would be great if they made you download the app before you buy anything in light of this issue. At this point I have zero faith that if I were to get a physical card I'd be able to transfer the service that I've already purchased onto a different SIM

Re: Refund

deltatux — Thu, 25 May 2023 18:28:38 GMT

@Rebach wrote:
My phone is connected to the Australian app store and I can't change it until next month so I can't download the app.
I was talking to the CS agent and they told me there was no solution

Can't you just order a physical SIM and just activate it via the online portal?

Re: Refund

computergeek541 — Thu, 25 May 2023 18:30:01 GMT

@Rebach wrote:
I paid for an eSIM and a $40/mth subscription but am unable to get the app to activate the SIM/service. I've been told there is no workaround for this issue, is it possible to get a refund for an unactivated service?

The Public Mobile app isn't needed to activate the service. Please activate by visiting publicmobile.ca.

Re: Refund

Rebach — Thu, 25 May 2023 18:31:49 GMT

when i try to do that and click continue activation it tells me my password and email don't match even though they're the same as the ones I used to login here

Re: Refund

KomiSanJap — Thu, 25 May 2023 21:52:10 GMT

1 If you are not even a customer yet, because you haven't activated the Simcard(that means you don't have a PM account yet), THERE IS NO WAY you have paid for a plan in advance. Here you cannot process a prepaid subscription for a plan payment if there is no account where to to pay for it, is common sense, this is a PrePaid service and you need an active account to pay for a plan. Simple Logic.