topic Re: esim activation failure. Is support available on weekends? in Get Support

esim activation failure. Is support available on weekends?

cnickel — Sun, 24 Mar 2024 04:55:10 GMT

Yesterday evening I signed up for a subscription and followed the steps to transfer my number and install the esim on my iPhone 13. During the activation I received a popup saying that the activation failed and to contact support. I have searched this community and google in general and have tried all the troubleshooting steps to no avail. So to my question, do community agents work on the weekends?

Re: esim activation failure. Is support available on weekends?

Phil_Adelphus — Sat, 23 Mar 2024 14:15:54 GMT

@cnickel Yes agents work at the weekend. Their hours are 9 a.m. to 10 p.m. EST. The first way to contact them is via the chat/message icon bottom right of this page. Sometimes it doesn't work, in which case send a private message to support using this link

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

An agent will reply at the envelope icon top right or tap your avatar for Messages if you don't see an envelope

Re: esim activation failure. Is support available on weekends?

fixin — Sat, 23 Mar 2024 14:18:15 GMT

@cnickel - Yes, CS_Agents work 7 days a week and you should receive a reply today or Sunday. They are open 9 AM to 10PM EST.

⬇️Click the link for an Agent * ⬇️

https://urlshortner.tiia.ai/xYpc_I

If the link above doesn’t work, please go here to create a ticket to CS_Agent: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

* - CS_Agent will typically get back to you within 48 hours. You will be required to login to your Public Mobile Community Account to contact CS_Agent. Once you are finished making the ticket with CS_Agent, please ensure that you monitor for an agent because they may notify you asking for some information via Private Message, in your mailbox by clicking this link here: Messages

Re: esim activation failure. Is support available on weekends?

cnickel — Sat, 23 Mar 2024 14:21:07 GMT

Thanks @Phil_Adelphus and @fixin , I submitted a ticket last night and just wanted to be sure since the availability stated business hours were 9 am to 10 pm but wasnt clear if business hours were only during the week. Appreciate the responses. hopefully this will resolved over the weekend.

Re: esim activation failure. Is support available on weekends?

softech — Sat, 23 Mar 2024 15:43:18 GMT

@cnickel

there is a chance that the error was there because the Public Mobile esim is already installed and just not properly enabled

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: esim activation failure. Is support available on weekends?

cnickel — Sat, 23 Mar 2024 16:13:20 GMT

Thanks @softech , These were the same instructions that I came across last night on other posts. Unfortunately, this did not work for me (and i tried approx 4 times). The eSIM is installed and I can access data but I have not got a temporary number nor has my number transferred. I did receive the confirmation from my old carrier and responded. So i dont know that there is much more that I can do until @CS_Agent responds to the ticket I entered.