topic Re: Account activation - problem with SIM and ESIM in Get Support

Account activation - problem with SIM and ESIM

b_yip — Sun, 26 Nov 2023 17:12:39 GMT

I have purchased the Black Friday deal on Friday-$34 CAD for 40 GD (5G). I have typed the IMEI and PM website said that me phone accepts ESIM (iPhone 12 Pro Max). However, after I have subscribed the plan - I was stuck at step 6 of the verification - the app says my phone is not compatible with ESIM.

Today, I have gone to a Telus Shop and purchased a physical SIM card (CAD11.30) from Telus. After purchasing the physical SIM card, the Telus staff has helped to activate my PM account. Unfortunately, the app is still stuck at Step 6 saying that ESIM is not compatible with my phone while we have already inserted the Public Mobile SIM card. We tried and have no luck. We could not do anything. We could only click the "get support" button or "log out" button. It has been so frustrating and time & cost consuming.

May I know how I can solve the problem? Can I ask for the refund of the plan and the SIM card from Telus as well?

I have been so worried and have spent much time in trying to solve the problem but no luck. I have been charged for the plan, bought a SIM card from Telus- but I am still not able to use the PM service. 😞

Re: Account activation - problem with SIM and ESIM

Handy1 — Sun, 26 Nov 2023 13:40:39 GMT

@b_yip Submit ticket with support and get it straightened out

send a private message To CS_Agents click

VVVVV Link below VVVVV

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

Re: Account activation - problem with SIM and ESIM

Dunkman — Sun, 26 Nov 2023 17:14:02 GMT

@b_yip

Send a private message to CSA. It will take several hours for response.

Unfortunately, Telus will not offer a refund for SIM card or plan. However, keep your receipt for the physical SIM card. Often Public mobile will credit your account later once things are sorted out.

Re: Account activation - problem with SIM and ESIM

yoyowing77 — Mon, 27 Nov 2023 20:24:36 GMT

I had the exact same issue. The website said my phone (iphone 13 pro) is eSIM compatible but once I started activation process it says not. Then I got stuck there not being able to finish my activation. I was super frustrated. I solved the issue by closing the PM app and turning the phone off and back on. Once phone is on again I launched the PM app again then it started my activation with no issue. Hope this help!