topic Re: Pending new customer in Get Support

Pending new customer

Sabocat — Sun, 31 Dec 2023 17:05:57 GMT

I'm waiting for delivery of new phone--early in new year. Current phone is old (iPhone 6).

The new phone will use an eSim, the old one can't.

I want to take advantage of the Boxing Week Sale (50gigs / $35). I don't want to be without service while waiting for the new phone to arrive.

What to do in this situation? I'm guessing there's a simple solution, I just don't want to get caught up in troubleshooting hell with Public's (terrible) A.I. chatbot.

Many thanks!

Re: Pending new customer

Cheetah24 — Sun, 31 Dec 2023 17:15:58 GMT

@Sabocat Well, you will need the phone to activate the plan, but one thing to keep in mind is that if you have any porting issues you can reach out to the service agent at, https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

I understand the chatbot has issues but the above link directly messages with the service agent and they'll help within 24 hours normally.

Re: Pending new customer

Sabocat — Sun, 31 Dec 2023 17:21:26 GMT

Thank you @Cheetah24 ... is the reason that I have to wait because I don't have the IMEI for the new phone? and thank you for the link!

Re: Pending new customer

softech — Sun, 31 Dec 2023 17:28:44 GMT

@Sabocat you sure your new phone cannot take physical sim card?? Most iPhones take both eSIM and physical, only US models are eSIM only. If you are ok to active physical sim, get one and fully activate first

But if you want to stay with eSIM, and if you want to activate first to take advantage of the deal, you can activate using web browser first . The activation will get to payment step. After fully paid, it will ask you to download the app to complete the activation. You can however choose to stop at that step and wait till you have your new phone and then download PM app on the new phone and complete the activation at that time

Re: Pending new customer

Sabocat — Sun, 31 Dec 2023 17:34:56 GMT

@softechthank you! This is what I thought I could do (pay today / complete activation in new year). However, do you know what I would enter at the stage where you are asked for the IMEI? I believe I need this to get to the next step. Would I enter the IMEI for my current old phone?

Re: Pending new customer

Phil_Adelphus — Sun, 31 Dec 2023 17:44:28 GMT

@Sabocat Best to just use the previous provider account number rather than the IMEI because for some reason the latter seems to cause complications for some people. This assumes you are porting in from another provider of course, or are you planning to get a new phone number with PM?

Re: Pending new customer

Sabocat — Sun, 31 Dec 2023 17:45:25 GMT

oh sweet, I didn't think of that... thanks @Phil_Adelphus

Re: Pending new customer

softech — Sun, 31 Dec 2023 18:35:41 GMT

@Sabocat yes, it is better to enter account number, IMEI is not a reliable way for account lookup during porting

The step for entering porting info is during AFTER payment when you use the PM app. So, assuming you pay now and complete the activation later when you get the new phone, you will submit porting info when you have the new phone on hand

Re: Pending new customer

Sabocat — Sun, 31 Dec 2023 20:38:31 GMT

only 1 solution is allowed, but your answer here--of using the account#--is also helpful, thanks!