topic Re: ESIM & PM App difficulties in Get Support

ESIM & PM App difficulties

Bache24 — Tue, 12 Sep 2023 02:17:00 GMT

Hello, long time subscriber here. I recently bought a new Samsung A65 and decided to ditch my old physical SIM which I no longer have access to at the moment. I had hoped I could simply scan a QR code on the PM site and purchase a new SIM number but i'm having difficulties.

1) Without an active phone, I can't download the app to a brand new phone that's ready to install a physical SIM. I have an option to scan a QR Code to begin the SIM process but I need to see the PM app to do this. What a conundrum.

2) Is it possible to download the PM app to a desktop and scan the code? I wont have the old phone for a few days yet. Am I stuck here? I tried installing the app to my phone via Google Play which tells me it's installed on the phone via Windows Link but i can't get past the main install screen on the new phone to see any apps at all.

Any advice?

Re: ESIM & PM App difficulties

hTideGnow — Mon, 11 Sep 2023 21:12:08 GMT

HI @Bache24

you have a phone do you? just download the app using wifi, no active sim required. But at the 2FA code step to login, you will need to select "ddin't recieve code?" and select email to receive the 2FA via email

2. you cannot download the app using desktop. But you can ask your friend to download the app if you like. But for esim, make sure you stop the app from installing the esim for you or your friend phone will have the esim

and a reminder, to get esim, you login via the app, then go to Subscription and Add-ons page to buy esim there

Re: ESIM & PM App difficulties

Bache24 — Mon, 11 Sep 2023 21:14:38 GMT

I have active wifi but as I mentiond I cant get past the main install screen on the new phone. Either :

11) Insert physical Sim or 2

Scan QR Code.

That's it

Re: ESIM & PM App difficulties

Bache24 — Mon, 11 Sep 2023 21:16:34 GMT

You didn't read my message. Do you think I didnt try the website If I coukd. I cant access any apps and that includes launching Google etc

Re: ESIM & PM App difficulties

will13am — Mon, 11 Sep 2023 21:17:33 GMT

@Bache24 wrote:
I have active wifi but as I mentiond I cant get past the main install screen on the new phone. Either :
11) Insert physical Sim or 2
Scan QR Code.
That's it

Are you saying you cannot install the Public Mobile app via play store? How about using a side load option. APK mirror is a good option as a play store alternative.

Re: ESIM & PM App difficulties

Bache24 — Mon, 11 Sep 2023 21:17:59 GMT

Read a message next time before replying.

Re: ESIM & PM App difficulties

hTideGnow — Mon, 11 Sep 2023 21:21:39 GMT

HI @Bache24

but you need to fix your Wifi issue yourself first if you want ot install the app on your phone. Or if you don't have Wifi at the moment, get free Wifi from mall or fast food restaurants

or you can ask your friend to install the app on his phone, but you have to make sure to stop the stop to let the app to install the eSIM

Re: ESIM & PM App difficulties

BKNS27 — Mon, 11 Sep 2023 21:21:56 GMT

@Bache24

Do you mean the Samsung Galaxy A54 5G?

You will need to purchase an eSIM with the app but I would suggest you keep the SIM for your main SIM as you can transfer to SIM to another phone easier. I would recommend you use the eSIM while you are travelling rather than purchasing a physical SIM.

You need to download the app on your phone and you can scan/activate it on the Settings but you can also scan the QR code from the PM confirmation email on your computer.

Re: ESIM & PM App difficulties

telusfroceme — Mon, 11 Sep 2023 21:33:36 GMT

Just faced a similar problem wherein the pseudo app will not recognise the phone IS in fact eSIM capable...
Requested for a QR code (or just the codes to enter manually)... regretfully TELUS (public) 'support' can not go past their prescribed script and simply replies "we know better, your phone does not work"... STRANGELY, I have used eSIM around the world without trouble wherever QUALITY providers simply send the QR code.... 🙂
APPARENTLY we may not ask such a simple thing from a company that knows best... 🙂

Re: ESIM & PM App difficulties

hTideGnow — Mon, 11 Sep 2023 21:35:05 GMT

HI @telusfroceme

what phone is that? iPhone?

and you got the QR code from Welcome email? did you try scanning that?

Re: ESIM & PM App difficulties

telusfroceme — Mon, 11 Sep 2023 21:42:43 GMT

Hi @hTideGnow ...

THANKS for taking up my cause (inside another problem, I presume is not the best style 🙂

They did NOT ever send an eMail (welcome or other wise with a QR CODE (that would have resolved the entire problem...) The phone is NOT recognized as compatible by the PSEUDO APP.... ANY ans all support request - see my OP

thanks for ringing in 🙂

Re: ESIM & PM App difficulties

hTideGnow — Mon, 11 Sep 2023 21:48:53 GMT

HI @telusfroceme

did you ask them to re-send you the QR code in email?

submit a ticket with CS agent:

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

Re: ESIM & PM App difficulties

telusfroceme — Mon, 11 Sep 2023 21:55:41 GMT

@hTideGnow

YAP, 12+ message back and forth with support agent to request the QR code - "NO, we have decided you should use a regular SIM card..."

(I presume that, technically, THAT welcome eMail will never get sent when the pseudo APP decide that the phone is not qualified... hence my support request to simply send it... ) - Back to Bell 😞

Re: ESIM & PM App difficulties

LitlLdy — Mon, 11 Sep 2023 21:59:30 GMT

@hTideGnow wrote:
HI @telusfroceme
did you ask them to re-send you the QR code in email?
submit a ticket with CS agent:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

@hTideGnow , CS_Agents may refuse to! They refused for the Customer in the other post that you're replying on, Op said “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.” Even though we know they have provided them for several Customers through email! Maybe no longer!

Edit: Sorry, I type to slow! 😔

Re: ESIM & PM App difficulties

hTideGnow — Mon, 11 Sep 2023 22:00:44 GMT

Hi @LitlLdy

yes, I find it weird. I think I saw reply saying agent able to at least reset the current QR code to the customers. But yes, this place is not consistent, if you get a good agent, you can do a lot.

Re: ESIM & PM App difficulties

telusfroceme — Mon, 11 Sep 2023 22:03:32 GMT

@LitlLdy

THANKS for typing (even slow is VERY good for me because I can not read so fast 🙂

He REFUSED to send the QR and NOW he told me that IF I don't want to wait 10days for a refund - I should open a DISPUTE with my bank ... WHAT CLEVER ADVISE they give there...

TELUS service <= Shaw <= Rogers <= Bell

🙂

Re: ESIM & PM App difficulties

dust2dust — Mon, 11 Sep 2023 22:03:43 GMT

It's ridiculously bad. How are new customers supposed to know the agent isn't a good agent.
@telusfroceme- Just keep repeating the words - Please escalate. They'll fight and block and delay but then eventually you will get to one of the alleged good agents and they'll get you going.

Re: ESIM & PM App difficulties

telusfroceme — Mon, 11 Sep 2023 22:09:52 GMT

@dust2dust @hTideGnow @LitlLdy

THANKS so much for your friendly support - makes me WANT to stay here...

I have taken you suggestion and used the word ESCALATE MMMV 🙂

Re: ESIM & PM App difficulties

telusfroceme — Mon, 11 Sep 2023 22:25:35 GMT

@LitlLdy

My HUMBLE apologies to you for implicating you in the slow typing racket....
IF only I had read slower I would have noticed that it was @hTideGnow who was typing slow for my benefit...

Re: ESIM & PM App difficulties

LitlLdy — Mon, 11 Sep 2023 22:36:10 GMT

@telusfroceme , I’m the slow typer! I make mistakes & by the time I select reply theres several responses that I have already missed that have been posted. All I can do is what I am able & people can take my advice or leave it. I may be correct at time & other times that same response may be incorrect in a different persons situation! I make mistakes.

You may very well not be able to get a CS_Agent to send you a QR code to your email! Not everyone gets it! You can still use a SIM Card here if it doesn’t work out.