topic Re: Service is not working in Get Support

Service is not working

Jonu — Sat, 30 Nov 2024 14:27:41 GMT

Recently subscribed via esim and after replying "yes" to the text received by my previous carrier, I have not had service for over 10 hours. Additionally, I cannot access my App as after logging in and verifying with 6 digit code, it just keeps refreshing the app login.

Re: Service is not working

10secdream — Sat, 30 Nov 2024 14:29:06 GMT

Also having the exact same issues.

Re: Service is not working

hairbag1 — Sat, 30 Nov 2024 14:39:34 GMT

@Jonu

you can message Customer Support for their assistance...use this link to start that process...

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

Re: Service is not working

Jonu — Sat, 30 Nov 2024 15:02:18 GMT

customer support has not replied to my message in over 20 minutes..

Re: Service is not working

hTideGnow — Sat, 30 Nov 2024 15:04:20 GMT

hi @Jonu

just a bit more time. usual wait time is within 2 hours

Re: Service is not working

eddieO — Sat, 30 Nov 2024 15:13:19 GMT

@Jonu, @10secdream, have you tried restarting your phone? If you place your old SIM card back into your phone is it still working (calling in/out, text in/out, data)? If so, porting did your complete. It's possible that because the porting request came yesterday evening that it's taking much longer but it should definitely be working by now. If the restart does not start reach out to a support agent as it's now open for business hours so you should get a response within a few hours

Re: Service is not working

Jonu — Sat, 30 Nov 2024 15:15:03 GMT

I was previously with Fido through esim as well. The esim from fido is still on but no service which likely means it is porting but I starting the part at 5:30PM EST yesterday and still no service from PM.. I've restarted my phone multiple times.

Re: Service is not working

10secdream — Sat, 30 Nov 2024 15:17:26 GMT

I also ported over from Fido last night. The port was complete and my Fido account was deactivated. Been waiting in limbo since yesterday and sent a message to CS Agent 9 hours ago.

Re: Service is not working

Nash211 — Sat, 30 Nov 2024 15:27:08 GMT

Did you shut off or remove the old sim card from fido once it was deactivated. If you used Esim you have to make Esim primary on your phone for PM to kick in

Re: Service is not working

Jonu — Sat, 30 Nov 2024 15:30:03 GMT

Yes, I've turned off the Fido ESIM which makes the PM ESIM the only active one and I cannot get service still.

Re: Service is not working

Nash211 — Sat, 30 Nov 2024 15:38:00 GMT

After you changed it to esim primary did you restart your phone and do you see PM located on your screen after you do it

Re: Service is not working

Jonu — Sat, 30 Nov 2024 15:39:19 GMT

Yes, I restarted my phone and yes, PM is at the top of my screen as the service provider. With the esim settings also say the provider is public mobile.

Re: Service is not working

10secdream — Sat, 30 Nov 2024 15:40:00 GMT

Yes to both and I know it works because I get the PM 2FA sent to text but other sms/calling services do not work. I also can't log into my account either.

Re: Service is not working

Jonu — Sat, 30 Nov 2024 15:41:15 GMT

agreed.. experiencing same issue.

Re: Service is not working

Nash211 — Sat, 30 Nov 2024 15:43:53 GMT

Was the esim in your phone used for another provider before you came to PM

Re: Service is not working

Nash211 — Sat, 30 Nov 2024 15:44:25 GMT

What is the brand of your phone

Re: Service is not working

Nash211 — Sat, 30 Nov 2024 15:45:18 GMT

Try changing your password if it allows you too, then try logging in again

Re: Service is not working

Jonu — Sat, 30 Nov 2024 15:49:08 GMT

Iphone, yes, i had a separate esim for Fido and through PM's activation, another esim was added for PM.. I changed my password and still can't log in.

Re: Service is not working

Nash211 — Sat, 30 Nov 2024 15:55:35 GMT

To erase your eSIM on your iPhone

Go to Settings.
Tap Cellular. Then:
- If you have a single plan, tap Delete eSIM.
- If you have multiple plans, tap the plan that you want to erase. Then tap Delete Plan.

How to activate an eSIM manually

Go to Settings.
Tap Cellular or Mobile Data.
Tap Add Mobile Data Plan.
Tap Enter Details Manually.
Follow the instructions to enter the data.

If your carrier offers an app, that too can be used to enable an eSIM on an iPhone. Check with your carrier for further details.

Re: Service is not working

10secdream — Sat, 30 Nov 2024 15:59:50 GMT

OP and I have a similar issue and neither of us can login and therefore cannot start a support ticket. Currently waiting for CS Agent to respond to my message.