topic Re: No CS reply, Can’t activate account , says eSIM not installed in Get Support

No CS reply, Can’t activate account , says eSIM not installed

Asaad — Wed, 27 Mar 2024 17:24:02 GMT

Hello I require help to activate before my freedom mobile plan renews I sent in a ticket yesterday but no one has replied.

says “eSIM not installed”

- tried on 2 iPhones and 1 android, same message

- tried new number option and transfer number option, same message

- a different account worked on 1 iPhone so it’s not on my end maybe CS needs to fix IMEI number on their end

- no QR code in email

Can someone please look into this? I just want to transfer the number before my Freedom mobile plan renews I can’t wait any longer

thanks

Re: No CS reply, Can’t activate account , says eSIM not installed

will13am — Wed, 27 Mar 2024 17:25:53 GMT

@Asaad , it is always best to use account number instead of IMEI. In any event, if you need to contact support, use the chat link in the lower right corner of this web page to initiate a support ticket.

Re: No CS reply, Can’t activate account , says eSIM not installed

Asaad — Wed, 27 Mar 2024 17:27:19 GMT

There is no support it says agent not available, I have tried this already that’s why I am posting here

Re: No CS reply, Can’t activate account , says eSIM not installed

Asaad — Wed, 27 Mar 2024 17:30:36 GMT

I have already submitted a ticket yesterday with no reply, also I have tried both account number and IMEI options

Re: No CS reply, Can’t activate account , says eSIM not installed

BKNS27 — Wed, 27 Mar 2024 17:31:58 GMT

@Asaad

It sounds like you did everything correctly so you will just wait for an agent to reply back on your ticket.

Re: No CS reply, Can’t activate account , says eSIM not installed

will13am — Wed, 27 Mar 2024 17:55:47 GMT

@Asaad wrote:
I have already submitted a ticket yesterday with no reply, also I have tried both account number and IMEI options

Did you receive a PM in your inbox with ticket number? If not you can reach out to support directly using this link. Using the ticketing system is encouraged as there is tracking.

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

Re: No CS reply, Can’t activate account , says eSIM not installed

Asaad — Wed, 27 Mar 2024 18:01:06 GMT

Is there a live chat human agent that can fix this on the public mobile backend? These are just tickets, live chat is just a chatbot. It doesn't seem like an issue with my phone because i tried activating on 3 different phones....

Re: No CS reply, Can’t activate account , says eSIM not installed

richardsmile — Wed, 27 Mar 2024 18:17:32 GMT

I got no reply from its customer service since yesterday.

Re: No CS reply, Can’t activate account , says eSIM not installed

Asaad — Wed, 27 Mar 2024 18:34:42 GMT

I am getting a ridiculous answer by CS asking me if i have a Public Mobile account. I do have one, and i can't access my account number since...... well......... i can't activate my eSim via login of the account.
So.... stuck in a loop here, can't activate account due to Esim error, can't transfer number in due to no access to login page.....
It seems a different solution is needed here.

Re: No CS reply, Can’t activate account , says eSIM not installed

richardsmile — Wed, 27 Mar 2024 18:39:25 GMT

when did they reply you?

Re: No CS reply, Can’t activate account , says eSIM not installed

Asaad — Sat, 06 Apr 2024 15:22:09 GMT

After talking with Alex, here is what i gather.

1. eSim activate problem can't be fixed by Public Mobile.

2. I need to pay for another esim / sim and make another account and try again

3. The solution is for me to pay and try agian.

Useless.

[✅ .... Luddite Yep if eSIM fails to install you must purchase again and request a refund]

Re: No CS reply, Can’t activate account , says eSIM not installed

richardsmile — Wed, 27 Mar 2024 18:51:33 GMT

That's absurd! Will they refund you what you have paid or you will lose what you have paid? I have filed complaint at https://www.ccts-cprst.ca/for-consumers/complaints/complaint-form/