topic Re: Support request outstanding since Friday in Get Support

Support request outstanding since Friday

Albert21 — Sun, 26 Nov 2023 16:57:35 GMT

I had issue activating a new subscription 2 days ago (Friday) and sent a private message to CS_Agent. A CS_Agent responded on Saturday asking some verification questions which I responded. It's now Sunday and I'm still in the exact situation as Friday night with payment received but no activation. I sent a NEW message to CS_Agent today. Are the support tickets ordered from receipt?

Re: Support request outstanding since Friday

Chalupa_Batman — Sun, 26 Nov 2023 17:00:55 GMT

I don't understand your question. However, because it's Black Friday weekend, CS Agents are overwhelmed with requests. Remember, CS Agents are overseas and may have limited staff when we're awake here. 🙂

Just request an update and see what happens.

With that being said, what part are you stuck at? Did you follow the full activation process?

How to sign up with Public Mobile

Re: Support request outstanding since Friday

hTideGnow — Sun, 26 Nov 2023 17:01:05 GMT

HI @Albert21 yes, agent reply could be slow due to the high number of activation

reply them again and ask for update

and also, what the question was? Maybe we can help

Re: Support request outstanding since Friday

Radkom — Sun, 26 Nov 2023 17:08:14 GMT

I have the exact same issue. I’m stuck in a subscription activation error yet my card was charged. An agent responded to me yesterday asking if I received a confirmation email from PM and eSIM to which I replied (no) right away. They haven’t not responded since. I have asked for updates. Still no response. This is unacceptable.

Re: Support request outstanding since Friday

Albert21 — Sun, 26 Nov 2023 17:18:40 GMT

i sign on to website and it shows

I hit "resume activation" and it goes to the Payments page. I need to go to the "Finish Setup" section. I already paid and it gave some M802 error. I tried this multiple times on Friday and my visa statement already shows 3 duplicate charges, so I'm not really wanting to keep trying to pay again hoping to reach the Finish Setup or error out.
On the app, it shows this

I select esim and it will error out. Remember, I already paid 3 times. I should be at stage 5, not back before payment.

Re: Support request outstanding since Friday

Radkom — Sun, 26 Nov 2023 17:23:38 GMT

I have the exact same issue as your screenshots. Only difference is my error is M.8701

Re: Support request outstanding since Friday

Albert21 — Sun, 26 Nov 2023 17:26:04 GMT

I think it's the same code I had. I was just recalling from memory. Should be same code.

Re: Support request outstanding since Friday

JW12 — Sun, 26 Nov 2023 17:45:50 GMT

I’m having the EXACT same issue and support is being less than helpful and taking hours for single line replies with no helpful information. The most recent suggestion was to buy a physical sim.

Re: Support request outstanding since Friday

gpixel — Sun, 26 Nov 2023 17:58:27 GMT

@Albert21

just purchase a physical sim. esim at PM can be considered a rushed out incomplete feature that no customer should consider using if one lives in Canada.

Re: Support request outstanding since Friday

Albert21 — Sun, 26 Nov 2023 18:30:34 GMT

Unfortunately, if I press "back" from "Review & Pay" section on website and choose SIM instead of eSIM, i get this

so only eSIM selection gets you to Review & Pay. Again, hesitant to proceed with paying again as there are 3 duplicate charges already on my visa.
Also in the app (after deleting the app, resetting iphone, and reinstalling app) during the "Select a SIM" section, no matter if you select "continue with eSIM" or "order a SIM", you get the same error like this...

Re: Support request outstanding since Friday

JW12 — Sun, 26 Nov 2023 23:28:52 GMT

I went out and bought a Public Mobile SIM at a local mobile shop for $10 + tax and sent the details to the CS_Agent helping with my ticket and they had my account and physical SIM activated in about an hour.

The agent was good enough to add a credit to my bill for the cost of the SIM. I sent a pic of the receipt and the SIM.