topic Re: eSim after transfer in Get Support

eSim after transfer

Pratikkumar — Sun, 10 Sep 2023 19:46:01 GMT

I transfer number from fido(also had e sim for this) to public. I downloaded app and everything but no e sim was installed. I am trying to get into app and its sending access code to phone number which I don't have access to anymore because e sim wasn't installed. Send support ticket but not getting in help there.

Re: eSim after transfer

LitlLdy — Sun, 10 Sep 2023 19:54:33 GMT

@Pratikkumar wrote:
I transfer number from fido(also had e sim for this) to public. I downloaded app and everything but no e sim was installed. I am trying to get into app and its sending access code to phone number which I don't have access to anymore because e sim wasn't installed. Send support ticket but not getting in help there.

@Pratikkumar , when trying to install the Public Mobile eSIM did you receive an error message?

Edit: If it installed at all please try this below.

Please try these things below to see if any help. Others have experienced similar issue & sometimes these suggestions have worked!

Reboot your phone.

In cellular settings make sure that “ Turn On This Line “ is selected & reboot your phone. (You may need to reset network settings then reboot)

Re: eSim after transfer

LitlLdy — Sun, 10 Sep 2023 19:56:31 GMT

@Pratikkumar , if you tried to submit a support ticket through the chatbot/virtual assistant its broken. Sorry 😞

You can send a private message to a CS_Agent using the link: -> https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Customer Support Agents are available from:

Monday to Sunday: 9 AM to 10 PM EST

A CS_Agent will respond back in your Community mailbox (envelope icon) at the top right of this page to the left of your community avatar on your computer or by clicking on your avatar on your device.

Re: eSim after transfer

Pratikkumar — Sun, 10 Sep 2023 19:56:43 GMT

I tried all solutions. It’s just not there. Like there is no public mobile esim installed. Read all forums posts as well.

Re: eSim after transfer

Pratikkumar — Sun, 10 Sep 2023 19:58:24 GMT

I sent message but hardly getting any response. I also mentioned them that since esim not installed. I probably just need new QRcode for esim attached with my account so I can get service started

Re: eSim after transfer

Handy1 — Sun, 10 Sep 2023 20:01:23 GMT

@Pratikkumar Check your welcome email from PM the QR code should be there and you can scan it with phone

Re: eSim after transfer

LitlLdy — Sun, 10 Sep 2023 20:05:33 GMT

@Pratikkumar wrote:
I sent message but hardly getting any response. I also mentioned them that since esim not installed. I probably just need new QRcode for esim attached with my account so I can get service started

@Pratikkumar , you did great then! Much better than most of Us who wouldn’t have known at 1st.

Please update Us on what the CS_Agent says. Please don’t give up. If necessary request for a Senior CS_Agent to have this escalated. They can provide you with a new QR Code by sending it to your email. Sometimes you have to push it due to some lack the knowledge to or don’t want to. However they can do it and have done it numerous times. 😉

You are supposed to receive your QR Code through your email also with your welcome email but some have reported they have not received it! 😞

Re: eSim after transfer

Pratikkumar — Sun, 10 Sep 2023 20:09:12 GMT

I did scanthe QR code. It’s a bad esim or something cuz I used Fido with esim no problem. For last few years.

I edited the QR code. But this is the error I had received before

Re: eSim after transfer

LitlLdy — Sun, 10 Sep 2023 20:11:40 GMT

@Pratikkumar wrote:
I did scanthe QR code. It’s a bad esim or something cuz I used Fido with esim no problem. For last few years.
I edited the QR code. But this is the error I had received before

@Pratikkumar , please make sure you send them that screenshot also (you probably did). Any proof you can provide to them. I agree, it could’ve been a faulty eSIM QR Code! It has happened previously to other Customers.

Re: eSim after transfer

Pratikkumar — Sun, 10 Sep 2023 20:14:08 GMT

I know my way around tech stuff so asking CRS was my absolutely last need.

Re: eSim after transfer

Pratikkumar — Sun, 10 Sep 2023 20:33:30 GMT

I will purchase new esim but I can’t get into my account with old number access for access code. The CS agent is absolutely clueless and unhelpfully. How do I actually talk to live person. I went to physical telus store and they don’t care public mobile physical sim anymore. How do I actually resolve this.

Re: eSim after transfer

LitlLdy — Sun, 10 Sep 2023 20:43:12 GMT

@Pratikkumar wrote:
I will purchase new esim but I can’t get into my account with old number access for access code. The CS agent is absolutely clueless and unhelpfully. How do I actually talk to live person. I went to physical telus store and they don’t care public mobile physical sim anymore. How do I actually resolve this.

@Pratikkumar , that’s why I suggested asking for this to escalated to a Senior CS_Agent who has much more experience. The CS_Agent that you are dealing with does not know what he/she is doing! 😞 Customer Support is done all online. There’s no phone number to call for help nor in person help! Only help from Customers on this public/open community forum & then help from CS_Agents through private messages.

@softech , are you online? Any advice for Op? All my suggestions have already been tried! We know they can provide a working QR Code through email. They do it all the time! How does one get transferred to a Senior CS_Agents help?

Re: eSim after transfer

Pratikkumar — Sun, 10 Sep 2023 20:46:15 GMT

I am keep suggesting to CS agent for new QR but agent keeps telling me to buy phycial card. I said even if i buy physical card i cant get into my account into my account to port setting to new physical sim without access to my account because access codes are sent via phone number that i dont have access to.

Re: eSim after transfer

dust2dust — Sun, 10 Sep 2023 20:46:45 GMT

@LitlLdy- You keep saying please escalate. They say they can't. You say it again. They say I'm it. You say it again. They say they'll say the same thing. You say it again.

Re: eSim after transfer

LitlLdy — Sun, 10 Sep 2023 20:48:32 GMT

@Pratikkumar wrote:
I am keep suggesting to CS agent for new QR but agent keeps telling me to buy phycial card. I said even if i buy physical card i cant get into my account into my account to port setting to new physical sim without access to my account because access codes are sent via phone number that i dont have access to.

@Pratikkumar , did the CS_Agent refuse to send you to a Senior CS_Agent for help to have this escalated? They do provide new working QR Codes to email addresses.

Re: eSim after transfer

Pratikkumar — Sun, 10 Sep 2023 20:50:07 GMT

actually i am not even getting replies. may be once every hour. this is not good service

Re: eSim after transfer

LitlLdy — Sun, 10 Sep 2023 20:50:12 GMT

@dust2dust wrote:
@LitlLdy- You keep saying please escalate. They say they can't. You say it again. They say I'm it. You say it again. They say they'll say the same thing. You say it again.

@dust2dust , sorry, I did not see where @Pratikkumar stated that cant get a Senior CS_Agent! I apologize!

Re: eSim after transfer

dust2dust — Sun, 10 Sep 2023 20:53:30 GMT

@LitlLdy- I was responding to the last line in your previous reply. I guess I could have quoted it. Sorry.

Re: eSim after transfer

softech — Sun, 10 Sep 2023 21:00:22 GMT

@Pratikkumar look like you did try to manually install the eSIM from QR code but failed. Your Fido us on eSIm,? try to disable it first ( but Not delete the Fido eSIM), reboot the phone and retry scanning the PM QR code

If that does not work, I agree @LitlLdy to push for escalation, senior agent might be able to regenerate QR code instead of physical sim.. If even senior agent has no way to regenerate another eS*M and suggest to go physical, ask for reimbursement of the sim card cost

Re: eSim after transfer

Pratikkumar — Sun, 10 Sep 2023 21:23:31 GMT

Lol the agent just said he won’t give esim and they don’t give esim. And told

me to put on community so everyone knows as well. And he is a senior agent as well. I don’t know how this works then