topic Port in in Get Support

Need help with esim

Jim12345 — Fri, 29 Mar 2024 02:31:35 GMT

Re: Need help with esim

TheSterlinger — Thu, 28 Mar 2024 17:59:35 GMT

What exactly do you need help with? You can submit a ticket to a CS agent using the chatbot.

Re: Need help with esim

softech — Thu, 28 Mar 2024 17:59:37 GMT

Did you get to the eSIM installation step? Either the app will ask for your permission to do it for you, or you can get the QR code to install yourself.

If you missed the step to install by the app, there is a QR code in your Welcome email. Open it from a computer, or another device, then use your phone to scan it to install the eSIM profile on your phone.

Once you installed the eSIM profile, (or If you got passed that step eSIM installation step), try to reboot your phone once.

If it still does not connect and if you have another active sim on the phone, disable those non PM sim (eSIM/Physical sim) using the SIM Manager on the phone or simply remove the physical sim.

And make sure the one associated with PM sim and your phone number is enabled.
(On iPhone: Settings->Cellular , make sure the PM eSIM is set as Primary on "Cellular Plan Label" and "Turn on This Line" is toggled on)

Then 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, Please open ticket with PM support:

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 "Log In", 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: Need help with esim

hTideGnow — Thu, 28 Mar 2024 18:00:25 GMT

hi @Jim12345

what was the error?

what phone you have?

you tried scan the QR code from the welcome email?

No phone

Jim12345 — Thu, 28 Mar 2024 18:49:17 GMT

can’t make calls

Re: No phone

TheSterlinger — Thu, 28 Mar 2024 18:50:50 GMT

Hi @Jim12345

Have you just joined Public Mobile or are you an existing customer?

Re: No phone

Handy1 — Thu, 28 Mar 2024 18:50:44 GMT

@Jim12345 Is your account active ? Can you text use data ?

Check

Outage map in your area:

https://istheservicedowncanada.com/

Re: No phone

Jim12345 — Thu, 28 Mar 2024 18:52:33 GMT

yes but can’t make calls

Re: No phone

Handy1 — Thu, 28 Mar 2024 18:54:23 GMT

@Jim12345 Are you putting a 1 infront of the contact ? Try that if not . Also have you rebooted the phone ? And can you try the SIM card in another phone to test ? Assuming you have physical SIM card and not eSIM

Re: No phone

TheSterlinger — Thu, 28 Mar 2024 18:54:40 GMT

If your plan has limited minutes have you ran out?

Re: No phone

Diafel1 — Thu, 28 Mar 2024 19:54:41 GMT

I'm having the same issue near Cranbrook, BC.
I've rebooted my phone to no avail, and my subscription is active and not due to renew until the 7th of April.
Given the fact that you can't call anyone for support, the website takes forever to load, and often just hangs anyway, and the fact that they are taking away the legacy rewards program, I will be switching over to something else once my subscription is up.
The only reason I put up with the crappy website and lack of support was because the deal combined with the rewards made it worth it to me.
With no real rewards anymore, it's just not worth the hassle.

Port in

Jim12345 — Thu, 28 Mar 2024 21:53:14 GMT

How can I request a port in of my number

Re: Port in

Chalupa_Batman — Thu, 28 Mar 2024 21:57:14 GMT

Hello @Jim12345

How to port number from “Blank” to Public Mobile

First, make sure your number can be ported by checking on this link

https://secure.koodomobile.com/checktransfereligibilityparrot/default.do

Or log in to your Public Mobile account

Then on your right side you’ll see this box. Click on Transfer Phone Number.

Then enter the number you want transfer and continue to next step

NOTE: Keep your old provider's SIM card inside the phone until you get the confirmation text. Say YES. But wait just a bit longer until you no longer see your old provider's name up top. Once it’s gone, try making a call to test. If you can not make a call using your old providers SIM, the transfer has gone through.

Created by Chalupa Batman

But if you're a new customer, it's very close to the last step when you sign up on the app. Just follow the instructions.

Re: Port in

softech — Thu, 28 Mar 2024 22:00:38 GMT

@Jim12345 make sure your account on the old provider is still active. Get the account number from them as well

Then login My Account and go to Profile page, cl9ck Transfer phone number

https://myaccount.publicmobile.ca/en/account/profile/transfer-phone-number

Help

Jim12345 — Fri, 29 Mar 2024 15:44:24 GMT

How long do it usually take for someone to get back to you been almost 12 hours

Re: Help

captaincool — Fri, 29 Mar 2024 12:43:26 GMT

Usually within 24hrs. I assume full staff during business hour 9-5 so you should receive in another 2-3hrs. Keep checking your email.

Re: Help

HALIMACS — Fri, 29 Mar 2024 12:49:26 GMT

Regretfully @Jim12345 , they've been quite busy in recent weeks due to upcoming changes which aren't so great.

Be sure to check here for their reply:

Private Messages - Community (publicmobile.ca)

Worst case, if after 24 hours you haven't had a reply, post another ticket.

In the interim, can you let us know what the issue is - we may be able to assist.

Re: Help

Phil_Adelphus — Fri, 29 Mar 2024 12:53:12 GMT

@Jim12345 Customer service agents' hours are 9 .am. to 10 p.m. EST so may have to wait a little while. The handful of times I've had to contact them they've got back to me within the hour but when they're busy it reportedly can take quite a bit longer. As @HALIMACS said, if you can tell us your problem here we may be able to help but if something needs doing in your account then you'll need to wait for an agent.

Re: Help

Jim12345 — Fri, 29 Mar 2024 13:05:25 GMT

I was with lucky mobile and decided to switch to public I sat up the account and paid for the month but I can’t use my phone tried to scan the QR code it doesn’t work and now it says it has trouble with the esim and I can’t make or receive calls

Re: Help

HALIMACS — Fri, 29 Mar 2024 13:09:29 GMT

That's not an uncommon problem, @Jim12345

If you've tried reinstalling it on the device, and it won't allow you to, the Customer Support Agents are, regrettably, your best hope as far as I can tell.