topic Re: Esim Download Error for iPhone XR in Get Support

Esim Download Error for iPhone XR

Judy1016 — Fri, 24 Nov 2023 18:01:43 GMT

I was out of service for a day already. I really need my phone today as I am expecting calls. The download for the esim didn't work. I tried using the QR code in the welcome email and it also said it failed and to contact customer support. Customer support had been so difficult to reach. Please help.

Re: Esim Download Error for iPhone XR

hTideGnow — Fri, 24 Nov 2023 18:03:16 GMT

hi @Judy1016 it is for a new installation and so far thr esim was never installed successfully ?

Please submit ticket with CS agent by messaging here and they can resend you new one or advise further

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

Re: Esim Download Error for iPhone XR

Judy1016 — Fri, 24 Nov 2023 18:04:17 GMT

I did contact with a CS agent. I privately messaged them and still haven't gotten a reply yet.

Re: Esim Download Error for iPhone XR

Nalanster — Fri, 24 Nov 2023 18:15:27 GMT

Ive had the same problem and customer service is only on chat and there is no answer to the problem with downloading esim!

Re: Esim Download Error for iPhone XR

Judy1016 — Fri, 24 Nov 2023 18:18:56 GMT

Yes, and then they tell me to private message another CS_Agent, but I get no reply still

Re: Esim Download Error for iPhone XR

hTideGnow — Fri, 24 Nov 2023 18:30:54 GMT

hi @Judy1016 @Nalanster

not just chat, you were using Chatbot

you need to submit proper ticket here by messaging

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

Re: Esim Download Error for iPhone XR

Judy1016 — Fri, 24 Nov 2023 18:52:26 GMT

That's funny because the chatbot gives me 2 links to submit a ticket. The first time it's link for "click here to submit a ticket" takes me to a page that says : "

OOPS! WE ENCOUNTERED AN ERROR PROCESSING YOUR REQUEST."

Then it asks if you were able to submit your ticket successfully. I click NO. Then it gives you another link to try and it takes you to a 404 page.

Re: Esim Download Error for iPhone XR

Judy1016 — Fri, 24 Nov 2023 19:02:40 GMT

It's so sad. 😭😩 Instead of the chatbox, I went back to the page where I can talk to a real person by choosing to "buy a subscription" to speak with an agent. When I finally got to that person, they told me, of course, to submit a private message to the CS_Agent and gave me the expectation that it would take a couple of minutes for me to get a response.

It's now been 2 hours according to my sent message in the inbox.