topic Re: How can I move forward with failing eSIM activation? in Get Support

How can I move forward with failing eSIM activation?

hecisek — Sun, 02 Jul 2023 19:34:24 GMT

Signing up for PM has been probably the most frustrating experience ever. Here is what happened and where am I at right now:

1. Signed up, choose a plan, entered CC details, got immediately charged (well-done PM, you mastered this step), downloaded the PM app, and started with porting my number from Freedom to PM

2. The eSIM was activating, I got a message from Freedom to confirm the transfer, and I replied YES, and I got later email from Freedom that my service was canceled

3. I got an email from PM that my account is active and porting the number may take a few hours, but "Meanwhile, you will still be able to use data and make calls with a temporary number" - I'm not sure how this is true, as my phone is still in SOS only calls mode.

4. I then got a pop-up message on my phone saying that eSIM activation failed and I need to contact PM

This is where I am now. I have SOS calls only, and I'm trying to get hold of support, but it's a mission impossible. Whatever I ask the chat bot, it will, in the end, point me to opening support ticket, which is impossible, as I need to sign in, and for that PM sends me SMS to the number that was deactivated during the transfer process. Currently, I'm stuck there, cannot sign in, have SOS only, there is no way to contact PM and overall this is a super frustrating experience and I wonder how PM has any customers at all with this very 3rd world country sign up process 😞 Even for this post I had to create a new account as it wasn't letting me to post here without signing in and entering code from SMS that never arrives.

Anyone with similar experience or anyone knows how to move forward and get the phone working?

Thank you!

Re: How can I move forward with failing eSIM activation?

Handy1 — Sun, 02 Jul 2023 19:37:43 GMT

@hecisek Please message support to reset your account

message support directly

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

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

Re: How can I move forward with failing eSIM activation?

softech — Sun, 02 Jul 2023 19:41:00 GMT

@hecisek

what phone do you have?

Did you get to the eSIM installation step? Either the app will ask for your permission to do it for you automatically, or you will get a QR code to install yourself.

If you missed the step, there is a QR code in your Welcome email. Open it from a computer, or another device, then use your phone to scan it to install the eSIM profile on your phone

Once you installed the eSIM profile, (or If you got passed that step), try to reboot your phone once. i

If it still does not connect, click Reset All Networks on your phone and it will work. (Please note that Reset all Networks will also erase your saved Wifi and Bluetoosh connections, but you just need to add them back after)

if it still does not work, please open ticket with PM support

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: How can I move forward with failing eSIM activation?

esjliv — Sun, 02 Jul 2023 20:28:21 GMT

@hecisek wrote:
4. I then got a pop-up message on my phone saying that eSIM activation failed and I need to contact PM

@hecisek - So just making sure you know that we are not public mobile representatives here on the forum right>?

When you received the above message, were you given any steps to actually contact Public Mobile representatives? This would be obvious to me if I said something like 'please contact me, and here is how to CONTACT ME'.

If nothing was provided, that is disappointing. There are ways to search how to contact Public Mobile customer support in the Community or Get Help Articles. FYI - Ways to contact them below:

1-Normally Faster - use this link to: Get Help With Public Mobile Chatbot], also found in various places in Public webpages, OR

2-go to your envelope at the top right of your Community Account which is where your Inbox and Sent messages are. Select the orange/peach color box with the pencil inside it to start a new message. Type CS_Agent in the SEND TO box. This will create a private message to Public Mobile Customer Support (link is provided in #3 below as well).

3 -Use this link (same as #2) Private Message to Public Mobile Customer Support Agents (CSA)

Re: How can I move forward with failing eSIM activation?

hecisek — Sun, 02 Jul 2023 20:45:45 GMT

Thank you all for the help!

To close the loop here, everything is working now. I reached out to support as suggested by @Handy1 and I got a quick help - a new QR code was issued by Mary and after scanning that one, all worked great and eSIM was activated successfully.

Apologies for the original message that was a bit negative - I was already on my 2nd hour trying to bring cell reception on my phone and wasn't getting anywhere until I created a second account to be able to ask this great community for support. After that all was smooth and fast, so appreciate the help a lot!

Re: How can I move forward with failing eSIM activation?

Handy1 — Sun, 02 Jul 2023 20:48:17 GMT

@hecisek we are happy to hear you got it all sorted out 🙂