topic Re: Inquiring in Get Support

Inquiring

night911us — Fri, 28 Jun 2024 18:54:45 GMT

I bought a subscription choose esim input imei it said my phone was comptatible so paid for it installed app proceeded to activate it said my phone was not compatible and to contact support for refund or at least get them to swnd me a physical sim or can i go buy one in town and use qhat i paid to activate physical sim instead of refumd

Re: Inquiring

DennyCrane — Fri, 28 Jun 2024 15:36:03 GMT

Try your luck at a corporate Telus or Koodo store, as many of them will sell sims for $10. Alternatively you can buy one on Amazon. Don't ask Public Mobile to mail you one, as it can take weeks to arrive.

Re: Inquiring

eddieO — Fri, 28 Jun 2024 15:36:11 GMT

@night911us, yes you can use a physical SIM card that you can obtain from a TELUS/Koodo or Mobile Klinik store location. Other option is to order from Amazon.ca which should ship quickly

Re: Inquiring

softech — Fri, 28 Jun 2024 15:38:11 GMT

@night911us

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

if you don't see the Public Mobile esim there, check the Welcome email, there should be a QR code for the esim for you to scan and install manually)

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 us 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: Inquiring

Phil_Adelphus — Fri, 28 Jun 2024 15:38:50 GMT

@night911us I believe if you had started the activation by selecting esim that you will need Public Mobile support to switch to physical sim. There's a good chance they will credit you the cost if you go and buy one at a Telus/Koodo store or Mobile Klinik. You can verify with customer service by opening a ticket at the chat icon bottom right of this page or, if that doesn't work, send a private message using this link

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

Re: Inquiring

night911us — Fri, 28 Jun 2024 15:48:03 GMT

I dont see sim card manager option

Re: Inquiring

DennyCrane — Fri, 28 Jun 2024 15:50:32 GMT

Try Settings > Sims

Re: Inquiring

Phil_Adelphus — Fri, 28 Jun 2024 15:54:10 GMT

@night911us What make and model phone do you have?

Re: Inquiring

night911us — Fri, 28 Jun 2024 15:55:51 GMT

No nothing

Re: Inquiring

night911us — Fri, 28 Jun 2024 15:56:49 GMT

Samsung S20 5G

Re: Inquiring

slusagm — Fri, 28 Jun 2024 15:57:36 GMT

time to open ticket. Use the orange Chatbot icon on the lower right. Type question Submit ticket and select Contact Us to start ticket

Re: Inquiring

night911us — Fri, 28 Jun 2024 16:04:48 GMT

I am trying get as far as log in then nothing

Re: Inquiring

hTideGnow — Fri, 28 Jun 2024 16:13:00 GMT

hi @night911us ask support agent to check

You likely cannot login and open ticket, just use direct message with this link

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

Re: Inquiring

night911us — Fri, 28 Jun 2024 16:45:16 GMT

Do not have sim card manager i confirmed with my son it was his phone that he purched it brand new unlocked and did not receive qr code in email