topic Re: THE WORST SERVICE IN CANADA - BIGGEST MISTAKE in Get Support

Two Weeks In Can't Activate My Phone

e1231 — Mon, 04 Dec 2023 21:46:55 GMT

Does Public Mobile actually have a customer support team? I sent in a ticket on Wednesday last week and have yet to receive a response. I get that there is a higher volume of support tickets than usual, but I subscribed to the service on November 19, and I am still not able to complete my activation.

It is extremely frustrating having paid for a service that I cannot use.

The other issue is that the current process they have for sending tickets is terrible. I was advised by another community member to send a private message to reach support, but there is no way to track if my message has been received, or if any progress has been made.

If there is a Public Mobile employee that monitors this community, it would be great if I could get some sort of update.

Re: Two Weeks In Can't Activate My Phone

Handy1 — Mon, 04 Dec 2023 16:46:18 GMT

@e1231 Are you using the APP to activate and not website you need to use the app if still no luck please submit ticket with support

send a private message To CS_Agents

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

Re: Two Weeks In Can't Activate My Phone

e1231 — Mon, 04 Dec 2023 16:50:31 GMT

Yes, I am using the app to activate.

The Issue is that I subscribed to the service and chose to use an eSIM after having verified through the site that it was supposedly compatible. Upon trying to activate my phone through the app, I was told that it was not eSIM compatible. I have since purchased a Public Mobile SIM card to activate the phone, but I can't resume with the activation.

I already sent a private message to CS_Agents, but no one has gotten back to me since Wednesday of last week.

Re: Two Weeks In Can't Activate My Phone

Sansan — Mon, 04 Dec 2023 17:02:20 GMT

Sorry to hear that. Let's see what else can be done. I will send you a message separately to your inbox since you seemed to be stuck on the last step.

Re: Two Weeks In Can't Activate My Phone

Alex80 — Mon, 04 Dec 2023 17:36:24 GMT

Hi Sanson I have an account which I have paid for and I am trying to activate my account and my SIM. Unfortunately the Public Mobile app won't work on my Samsung S6 phone. How do I activate my Account and my SIM? Many thanks Alex Unwin

Re: Two Weeks In Can't Activate My Phone

Epic — Tue, 05 Dec 2023 01:34:12 GMT

My experience is that all the problems which can't be done by ourselves will be solved if you send private message to CS_Agent. They may have different people help you at different time. But they will solve all the issues. Once the conversation starts, they can reply quite instantly.

THE WORST SERVICE IN CANADA - BIGGEST MISTAKE

e1231 — Tue, 05 Dec 2023 16:53:05 GMT

Before anyone asks or tells me

YES I SENT A PRIVATE MESSAGE TO CS_AGENT WITH MY ISSUE !!!!!!!!!!!!!!!!!!!!!!!!!

NO ONE IS GETTING BACK TO ME, AND IT HAS BEEN OVER SIX DAYS.

I SUBSCRIBED TO THIS GARBAGE SERVICE AND I CAN'T EVEN USE IT BECAUSE I CAN'T ACTIVATE MY PHONE, AND THE CUSTOMER SUPPORT TEAM IS THE ONLY ONE THAT CAN FIX THIS ISSUE.

Re: THE WORST SERVICE IN CANADA - BIGGEST MISTAKE

TheSterlinger — Tue, 05 Dec 2023 16:54:29 GMT

Did you port over?

Re: THE WORST SERVICE IN CANADA - BIGGEST MISTAKE

hTideGnow — Tue, 05 Dec 2023 16:55:14 GMT

HI @e1231

plesae do not cap your message, you are talking to your fellow customers only. We are good customers like you and trying to help, we shouldn't got yelled at

for your problem, please submit a ticket with CS Agent here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: THE WORST SERVICE IN CANADA - BIGGEST MISTAKE

Handy1 — Tue, 05 Dec 2023 16:55:35 GMT

@e1231 Did you check your community inbox for their reply , you can use this link for their response

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: THE WORST SERVICE IN CANADA - BIGGEST MISTAKE

e1231 — Tue, 05 Dec 2023 16:55:43 GMT

No, I can't port over because I can't get past the activation in the app.

Re: THE WORST SERVICE IN CANADA - BIGGEST MISTAKE

hTideGnow — Tue, 05 Dec 2023 16:57:04 GMT

@e1231 wrote:
No, I can't port over because I can't get past the activation in the app.

HI @e1231

which step you got the error? please post screenshot

Re: THE WORST SERVICE IN CANADA - BIGGEST MISTAKE

e1231 — Tue, 05 Dec 2023 16:57:29 GMT

Yes I have been checking my inbox every day for a reply and nothing

Re: THE WORST SERVICE IN CANADA - BIGGEST MISTAKE

Handy1 — Tue, 05 Dec 2023 16:59:17 GMT

@e1231 I think you should private message them once more . They were really back loved for a bit dude to Black Friday promos . But I think those wait times are now resolved

send a private message To CS_Agents

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

Re: THE WORST SERVICE IN CANADA - BIGGEST MISTAKE

e1231 — Tue, 05 Dec 2023 16:59:23 GMT

Re: THE WORST SERVICE IN CANADA - BIGGEST MISTAKE

hTideGnow — Tue, 05 Dec 2023 17:00:15 GMT

HI @e1231

what phone do you have?

Re: THE WORST SERVICE IN CANADA - BIGGEST MISTAKE

e1231 — Tue, 05 Dec 2023 17:00:37 GMT

I sent them additional messages, and no one is responding to me.

Re: THE WORST SERVICE IN CANADA - BIGGEST MISTAKE

Handy1 — Tue, 05 Dec 2023 17:01:16 GMT

@e1231 When you get ahold of support get them to SIM card swap the number for you to the new physical dim you have and then will be able to finish setting up account and activate it

Re: THE WORST SERVICE IN CANADA - BIGGEST MISTAKE

e1231 — Tue, 05 Dec 2023 17:02:47 GMT

It is a Samsung S20 5G. I've already done a Google search and found other PM community posts mentioning the same issue. The Canadian S20 5G firmware does not have SIM manager, the only way to use eSIM is to flash with the "US firmware" but that is not something that I want to do since there is risk involved with bricking your phone.