topic Re: Missed the step to install eSIM in Get Support

Missed the step to install eSIM

Hhorn — Tue, 20 Jun 2023 00:38:41 GMT

New subscriber here porting number from Telus. Paid for the service already. And was interrupted by a phone call during the step to install/add the eSIM. Now I’m stuck as I replied to text to Telus to port it and now I have no service both on Telus or PM on my phone. Please help as cannot get back to PM app to install eSIM asking for 2FA. I don’t know how to get a hold of support or call them.

Re: Missed the step to install eSIM

HALIMACS — Tue, 20 Jun 2023 00:40:39 GMT

@Hhorn

Contact the customer support agents

To contact a Customer Support Agent, there are 2 methods:

Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request). Click the result which states Click here to submit a ticket and follow the prompts, or,
Send a private message to the Customer Support Agent by clicking here You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: Missed the step to install eSIM

softech — Tue, 20 Jun 2023 00:40:43 GMT

@Hhorn

So, your Telus service stopped?

It sounds like there is a problem with the sim provisioning.

You have installed the eSIM profile yet? did the app ask your permission to install the eSIM or you got a QR code in email and installed that yet?

If you have trouble with that part, please message support directly at:

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

Re: Missed the step to install eSIM

Handy1 — Tue, 20 Jun 2023 00:41:28 GMT

@Hhorn Please message support and get this straightened out

Message support directly

while your already here and logged in the community you can send a private message To CS_Agents click >>>here.<<<

Re: Missed the step to install eSIM

Hhorn — Tue, 20 Jun 2023 00:46:25 GMT

I was about to press on the add Esim button and I got interrupted by a call. After the call I saw a text message from Telus regarding porting and I replied Yes. I went back to the app and I can go back there to install the eSiM anymore as it’s asking me to complete my profile and 2FA to my number that I ported and have no access to.

Re: Missed the step to install eSIM

softech — Tue, 20 Jun 2023 00:47:13 GMT

@Hhorn but you should got the QR code in email. You can scan the QR code and it will do the same (install eSIM)

Re: Missed the step to install eSIM

Hhorn — Tue, 20 Jun 2023 00:58:14 GMT

Omg, thank you!! I saw a QR Code on the Welcome email. I used that and it installed!! I didn’t see that QR code initially as the pics didn’t load on my email.

Re: Missed the step to install eSIM

softech — Tue, 20 Jun 2023 00:58:55 GMT

@Hhorn perfect!!!

and you are connected? all good

did you requested porting? porting work well too