topic Re: SIM Activation in Get Support

SIM Activation

Warren567 — Wed, 04 Dec 2024 23:06:01 GMT

Unfortunately my phone setup was started with an ESIM but then I found out that my phone was incompatible, and now I'm stuck. I now have a physical SIM card but am unable to enter the details as the activation has already been started another way. I need an account reset but I can't seem to submit a ticket or get anyone in the chat to reset my account. Is there a way to bypass this?

Re: SIM Activation

eddieO — Wed, 04 Dec 2024 22:02:40 GMT

@Warren567

You will need to open a ticket through the Chatbot:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html
(and then type: Customer Support Agent)

Or, if you are having trouble with the Chatbot try sending a private message to:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)

Re: SIM Activation

Dunkman — Wed, 04 Dec 2024 22:22:38 GMT

@Warren567

To add, the wait times for CSA help are longer than usual. Usually 1-2 hour response times. Now up to 1-2 days response times. Hopefully, it is getting better now after Black Friday and Cyber Monday.

Check your private message inbox for response.