topic Re: How to get an Esim in Get Support

How to get an Esim

Jules173552 — Fri, 16 Jun 2023 18:14:16 GMT

While activating my esim failed.

talked to a customer service agent and they told me to go in store. In store says to contact a customer service agent because public mobile is self serve.

asked for a refund on the esim and was told that there were no refunds.

wow. Any ideas on how to actually get what I paid for ?

Re: How to get an Esim

dust2dust — Fri, 16 Jun 2023 18:17:39 GMT

It would have been rather more helpful of support if they said you had to go to a corporate store to get a sim. Click on Pick up a sim card down below to find a corporate store. Did they say they would reimburse you the cost?

Re: How to get an Esim

softech — Fri, 16 Jun 2023 18:17:26 GMT

@Jules173552 do you have an iPhone? It had some issue with eSIM activation with iPhone last week, not sure if it is resolved now

So, you already engaged support and confirmed eSIM didn't work? did you install the QR code for eSIM profile? or you deleted the eSIM profile? I would ask them to escalate and see if they can resend you another QR code

If not, then ask them to escalate and give you back the $5, afterall, you need to pay another $5-$10 for a physical sim card, they should provide refund. If you ask for escalation, you have a chance

Re: How to get an Esim

Jules173552 — Fri, 16 Jun 2023 18:20:32 GMT

yes it was on an iPhone. The esim after not being activated deleted overnight 😞

support would not send me a new QR code. And when I asked for a refund they told me that according to terms and services, no refund would be given.

Re: How to get an Esim

Jules173552 — Fri, 16 Jun 2023 18:20:50 GMT

I went to a corporate store and they said I can only have a physical sim, not an esim.

Re: How to get an Esim

softech — Fri, 16 Jun 2023 18:23:12 GMT

@Jules173552 wrote:
yes it was on an iPhone. The esim after not being activated deleted overnight 😞
support would not send me a new QR code. And when I asked for a refund they told me that according to terms and services, no refund would be given.

@Jules173552 not sure your error nature, but I know PM support able to resend QR code if it was never installed. But again as I said, it might have to do with the problem of activating eSIM on iPhone

And yes, Corporate store can only sell you physical sim, they know nothing about PM eSIM process

and escalate and ask for the $5 refund, they were unable to do it, not your fault

Re: How to get an Esim

dust2dust — Fri, 16 Jun 2023 18:36:36 GMT

Right. I was going on the vague line that support said to go to a store. I wonder if they meant for you to buy a physical sim.

Re: How to get an Esim

Jules173552 — Fri, 16 Jun 2023 18:40:09 GMT

This is what they sent to me :

You can get escalated if you have a problem that I cannot fix.

In your case, the problem does not exist, we cannot reimburse

for an eSIM, you have it on our site.

Respectfully I remind you, it is your responsibility to check the compatibility

between your phone and the eSIM and the eSIM activation.

You purchased, or tried, the eSIM in a store, please talk with the store.

We simply cannot refund the purchase of an eSIM.

Re: How to get an Esim

softech — Fri, 16 Jun 2023 18:43:06 GMT

@Jules173552 "You can get escalated", I guess you will simply ask them to escalate 🙂

btw, your iPhone has the latest OS? Which iPhone is that

Re: How to get an Esim

Jules173552 — Fri, 16 Jun 2023 18:46:17 GMT

Latest OS. It was an issue with the number port. i put in my imei number with chatr when I put in my number transfer. Turns out that causes issues so I put in my account number later.
This caused the entire esim to fail and then delete.

Re: How to get an Esim

dust2dust — Fri, 16 Jun 2023 18:48:35 GMT

@Jules173552 wrote:
You purchased, or tried, the eSIM in a store, please talk with the store.

That is a crazy line. It's not at all possible to have bought an esim in a store. What the heck are they talking about. Yeah. Just escalate. A bit of a harsh feeling to the message too. Jeez. Unless you've been arguing with them and so they throw that at you.

Re: How to get an Esim

Jules173552 — Fri, 16 Jun 2023 18:50:09 GMT

I thought things were going well? I just told them I went to the store after they told me to and the store said I couldn’t have an esim. I wasn’t even rude even though they wasted an hour of me driving lol.

Re: How to get an Esim

softech — Fri, 16 Jun 2023 19:04:07 GMT

@Jules173552

I think you now have another reason to ask for the QR code

https://productioncommunity.publicmobile.ca/t5/Get-Support/Important-Update-eSIM-QR-Code-Now-Included-in-Activation-Summary/m-p/1000969

Re: How to get an Esim

Jules173552 — Mon, 19 Jun 2023 21:53:22 GMT

They ended up re sending me the esim and it didn’t work because I GOT A PHYSICAL ESIM. So that esim was no longer attached to my account.
I have an iPhone 13. My phone is esim compatible.

whatever. I got my $5 back. But even after escalating I never got to talk to someone else.

overall - didn’t enjoy this experience. But hopefully I just no longer have any issues and can just keep autopaying.

I hope eventually esim becomes self serve.