topic Re: ESIM Charges in Get Support

ESIM Charges

Godzillaz — Tue, 10 Dec 2024 18:11:27 GMT

Has anyone ever managed to get the free ESIM? Website (under help) clearly says replace ESIM is a $0 charge for existing clients but for some reason they billed me the $5 for it

Already emails the customer service just wondering if this is another bug / issue

https://www.publicmobile.ca/en/on/get-help/articles/get-a-sim-card

For Existing Customers:
Log into the Public Mobile app or My Account.
Tap on the 'Account' tab.
Select 'Purchase SIM Card.'
Choose 'eSIM' or ‘SIM Card’
Confirm your payment method.
Tap 'Pay and Install' or ‘Pay Now’ to complete the purchase.

Existing eSIM users at Public Mobile who need a replacement can do so at no extra cost. When you request a new eSIM through the usual process, we automatically identify you as an existing eSIM user and waive the replacement fee. See below for steps on how to get your new eSIM.

Re: ESIM Charges

hTideGnow — Tue, 10 Dec 2024 18:12:52 GMT

hi @Godzillaz

yes, replacement esim is free, just the system not coded correctly. What you need to do is that buy it first, and ask PM for reimbursement.

you can submit a ticket with CS Agent using Chatbot here:
  https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit ticket by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: ESIM Charges

Handy1 — Tue, 10 Dec 2024 18:13:39 GMT

@Godzillaz The system should have been smart enough to recognize your already has eSIM and credit you back at check out , but since it didn’t and you already submitted ticket to support they will certainly give the the credit back for it as eSIM should only have to be bought once . But

After submitting ticket keep an eye on your community inbox for their reply , or you can use this link to the community in box

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage