topic Re: E-Sim Mistake in Get Support

E-Sim Mistake

SpookyHalloween — Wed, 09 Aug 2023 23:44:44 GMT

Good Afternoon. I purchased an E-Sim with the lowest Tier of plan. I paid $15 & $1.65 in tax & checked the IEMI before purchase. I have a The Public Mobile Website told me my phone was compatible & when I got the app I was told that it was incompatible. This is Okay. I'll stay with Lüm Mobile for now. I just need to know how to reverse the charge for $16.65 to my debit card. Any help would be greatly appreciated. Thank You @CS_Agent

Re: E-Sim Mistake

hairbag1 — Wed, 09 Aug 2023 23:46:24 GMT

@SpookyHalloween

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

Re: E-Sim Mistake

softech — Wed, 09 Aug 2023 23:48:40 GMT

@SpookyHalloween

what phone do you have?

don't give up yet, it could still be compatible and just need to manually install the eSIM. 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.

If it still does not connect and if you have any active sim on the phone , disable them (eSIM/Physica sim) or remove the physical sim. Then 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). Also, it is possible you have to reset it multiple times for it to work.

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: E-Sim Mistake

esjliv — Thu, 10 Aug 2023 00:02:11 GMT

@SpookyHalloween - we are not CS_Agents that normally post here in the Community. We are customers and members like you here.

That doesn't seem right that you received conflicting information. I would submit a ticket with Public customer support and try and get the account/esim working. Not likely refunds to be given here, fyi. Maybe credits to account, but hopefully in this case you get the plan working.

Ways to contact Public Mobile Customer Support (CSA) below:

1-Normally Faster - use this link to: Get Help With Public Mobile Chatbot], also found in various places in Public webpages, and bottom right corner of the page (See the Chat Bubble),

2-OR, 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.

Re: E-Sim Mistake

Priority — Thu, 10 Aug 2023 01:34:03 GMT

Public Mobile runs off the Sasktel towers in Saskatchewan, I recently asked someone who I switched from Sasktel to Public if they've noticed any difference in reception and it's been the same for them.

Re: E-Sim Mistake

Priority — Thu, 10 Aug 2023 01:35:15 GMT

What happens if you press back in the top left hand corner? Are you able to go back to the SIM Option and set your Plan up with a Physical SIM Card instead?

$4.99 on Amazon right now directly from Public Mobile, delivered with Amazon Prime.

Public Mobile Prepaid SIM Prepaid Phone - (Universal/SmartPhones), Packaging May Vary https://a.co/d/esAhRNf