topic Re: ESIM issue in Get Support

ESIM issue

Ashley1625 — Sat, 30 Mar 2024 19:01:53 GMT

I created an account and am unable to complete it as I never got the email for the ESIM.

Re: ESIM issue

hTideGnow — Sat, 30 Mar 2024 19:05:51 GMT

hi @Ashley1625 did you use Public Mobile app?? if you only try to activate via the browser, you are not done yet. Please download Public Mobile app and complete the activation and the all will install eSIM for you

if you used the app, then the app would have installed eSIM for you. Please check your sim manager screen to check if Public Mobile eSIM is there

Re: ESIM issue

Ashley1625 — Sat, 30 Mar 2024 19:08:38 GMT

hi we have downloaded the public mobile app but it just states ESIM not activating

Re: ESIM issue

Dunkman — Sat, 30 Mar 2024 19:17:42 GMT

@Ashley1625

If the eSIM was not activated properly, you will need to submit a ticket for customer service agent help.

Click on the chat icon on right corner of website and follow prompts to submit a ticket for CSA

Or you would use the following link:

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Re: ESIM issue

Ashley1625 — Sat, 30 Mar 2024 19:28:34 GMT

How do I start a conversation with an agent and not just a Bot? I think I need the QR code email sent to me again. Or should I create another account? I was charged the $38?

Re: ESIM issue

hTideGnow — Sat, 30 Mar 2024 19:35:00 GMT

hi @Ashley1625 no not, you can message them for help

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

Re: ESIM issue

Dunkman — Sat, 30 Mar 2024 19:35:13 GMT

@Ashley1625

The bot should allow to submit a ticket for customer service help. Then you can correspond with CSA via the private messaging system. Unfortunately, it is not live chat service. It takes times in between correspondence.

If that does not work, you can directly private message CS_Agent:

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