topic Re: Can a human being please activate my SIM? in Get Support

Can a human being please activate my SIM?

Wownothankyou — Tue, 04 Feb 2025 01:54:34 GMT

Bought the ESIM option because the website said my phone was compatible. Downloaded the app. App says my phone isn't compatible. Customer support advised me to buy a Public Mobile SIM card. Now I have one of those and I can't find a human being who can activate it.

Is there like a link I can use to talk to a human person? Sorry but this is one of the most annoying customer service experiences I've ever had in my life, and I once stayed on hold with the CRA for four hours nonstop.

Thanks!

Re: Can a human being please activate my SIM?

Chalupa_Batman — Tue, 04 Feb 2025 01:52:40 GMT

Hello @Wownothankyou

Since your account isn't fully activated and you purchased an eSIM, a CS Agent has to make the adjustment. Since the chatbot won't be able to assist you, here's the direct link.

You can submit ticket by direct message:

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

A Customer Service Agent will reply to your community inbox here:

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

Re: Can a human being please activate my SIM?

slusagm — Tue, 04 Feb 2025 01:52:58 GMT

check again if the esim already installed on the phone. The error might means the app just cannot enable the esim.

if the Public Mobile sim is there, enable it or Turn on this line

if you need PM helps, message them

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

Re: Can a human being please activate my SIM?

Wownothankyou — Tue, 04 Feb 2025 01:59:30 GMT

Thank you, I'll give that a try but I'm very forgetful so getting things resolved through forum DMs will probably take a very long time. Is that the only option?

If my SIM card can't get activated at all is there a way I can cancel this service? I don't love this experience so far.

Re: Can a human being please activate my SIM?

slusagm — Tue, 04 Feb 2025 02:02:15 GMT

not very long, usually things got sorted within couple hours

but did you try my suggestion to get the code via email and voicemail?

Re: Can a human being please activate my SIM?

Chalupa_Batman — Tue, 04 Feb 2025 02:09:43 GMT

@Wownothankyou wrote:
Thank you, I'll give that a try but I'm very forgetful so getting things resolved through forum DMs will probably take a very long time. Is that the only option?
If my SIM card can't get activated at all is there a way I can cancel this service? I don't love this experience so far.

Hello @Wownothankyou

Because you originally purchased a eSIM, the CS Agent has to manually change it for you. They usually respond within a few hours. Because it is getting late, they may reply first thing in the morning. Just know, you'll have upwards of 48 hours to respond to them or they'll close your file. So, set yourself an alarm for tomorrow morning to check your DM.

Re: Can a human being please activate my SIM?

Wownothankyou — Tue, 04 Feb 2025 02:11:51 GMT

When I try the app these are the options I get:

"Get Support" just takes me to the robot.

When I click "activate your subscription" it just takes me all the way to step 6 and tells me my phone isn't compatible.

Re: Can a human being please activate my SIM?

slusagm — Tue, 04 Feb 2025 02:13:11 GMT

@Wownothankyou

then don't use the app to get support. Instead, message them using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage