topic Re: Subscription Not Activated in Get Support

Subscription Not Activated

EricMoore — Sun, 03 Mar 2024 06:35:26 GMT

So yesterday I purchased the 34$ promo plan with esim and when I went to activate, I chose transfer number. When you do this there is 6 steps, first ones are where you provide your old carrier account number, imei etc... and your number you want to transfer, and then the middle steps are where you download the new esim that you want to transition to. For some reason, after step 2 or 3 my thing just skipped to 6 where it told me my Subscription Wasn't Activated and that I needed to contact support. I tried to contact through the chat bot like 20 times today and always got disconnected saying there was no agent. At around 3pm I got a ticket submitted, where I was told that I could not restart my activation but they could continue it from their end they just need the sim number. Now for me to get the sim number I need to download an eSIM, which I can't do from the app since every time I try to log in the app will immediately bring me to step 6/6 of activating where it tells me to contact support, and I don't have a way to get a physical Public Mobile SIM right now. I'm pretty cheesed about this cause now I'm paying for two plans and Public Mobile is leaving me in the dark with no options. Pretty pissed right now.

Re: Subscription Not Activated

fixin — Sun, 03 Mar 2024 01:45:46 GMT

@EricMoore - Tell them that you have an eSIM and cannot access your account but they will ask for it because when you login it'll say your SIM card number in profile.

You also didn't pay yet so you can just create a new account and they also have a promo where you can get a free physical sim or an eSIM.

Re: Subscription Not Activated

EricMoore — Sun, 03 Mar 2024 01:57:51 GMT

fixin I cannot login at all without getting trapped to the subscription not activated screen. I have also already been charged. I do not have an eSIM yet.

Re: Subscription Not Activated

Dunkman — Sun, 03 Mar 2024 01:59:51 GMT

@EricMoore

Did you get an email from Public mobile with a QR code for eSIM?

Also, maybe check your phone just to make sure the eSIM was not already created.

Re: Subscription Not Activated

fixin — Sun, 03 Mar 2024 02:04:26 GMT

@EricMoore - Oh, follow @Dunkman 's suggestions, or follow up with CS_Agent

Re: Subscription Not Activated

EricMoore — Sun, 03 Mar 2024 02:05:06 GMT

No and no.

Re: Subscription Not Activated

Dunkman — Sun, 03 Mar 2024 02:10:22 GMT

@EricMoore wrote:
No and no.

@EricMoore

Then unfortunately you will need to continue your interaction with the CS_Agent. Members on this forum are customers like yourself and we con't have access to your account. We just provide troubleshooting advice.

I have a feeling that CS_Agent will ask you to get a physical SIM card.

Re: Subscription Not Activated

Tiffany1981 — Sun, 03 Mar 2024 03:04:23 GMT

Same thing happened to me....support just gave my a new number but I have my phone disconnected with my current provider so I can't get the verification code for it to finish my activation....let me know if ur problem was resolved

Re: Subscription Not Activated

hTideGnow — Sun, 03 Mar 2024 03:07:37 GMT

HI @Tiffany1981

the verification code problem was because the porting was not done. In fact, the code has sent to your old carrier. if you have the old carrier sim card, put it back

And are you activating esim or physical sim?

Re: Subscription Not Activated

Tiffany1981 — Sun, 03 Mar 2024 03:09:39 GMT

eSIM

Re: Subscription Not Activated

hTideGnow — Sun, 03 Mar 2024 03:10:33 GMT

Hi @Tiffany1981

can you check your Sim manager and see if the esim is there and if it is enabled yet?

Re: Subscription Not Activated

softech — Sun, 03 Mar 2024 03:12:39 GMT

HI @Tiffany1981

if it is eSIM, there is a chance that you can fix it on your end

On Android: Check your Sim Card Manager and see if a Public Mobile eSim is there. If so, make sure it is enabled.

On iPhone: check Settings > Celluar and see if the eSIM is there. If it is, make sure the PM eSIM is set as Primary on "Cellular Plan Label" and "Turn on This Line" is toggled on

And if the Public Mobile eSIM is there, disable or delete those non PM sim (eSIM/Physical sim).
If the non-PM sim is physical, remove it. If the non-PM sim is an esim, disable using the SIM Manager on the phone (or set as Secondary and turn off "Turn on this line" for this non-PM esim)

Then reboot the phone and click Reset All Networks on your phone and it will work. (Please note that Reset all Networks will also erase your saved Wifi and Bluetooth connections, but you just need to add them back after). Also, it is possible you have to reset it multiple times for it to work.

if it still does not work, open ticket with PM support using Chatbot:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Login" and finally click "Click here to submit a ticket ↗"
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there

Re: Subscription Not Activated

Tiffany1981 — Sun, 03 Mar 2024 03:23:01 GMT

It is not

Re: Subscription Not Activated

Tiffany1981 — Sun, 03 Mar 2024 03:28:45 GMT

eSIM but it's not in the right format for my phone to input it

Re: Subscription Not Activated

Saida79 — Sun, 03 Mar 2024 16:36:18 GMT

Same issue here, have you found a solution?

Re: Subscription Not Activated

hTideGnow — Sun, 03 Mar 2024 17:09:26 GMT

hi @Tiffany1981 you don't input it. You scan the QR code. Check Welcome email from PM and there is a eSIM QR code to scan and install

Re: Subscription Not Activated

Tiffany1981 — Sun, 03 Mar 2024 19:05:16 GMT

I did not receive a QR code