topic Re: Going crazy in Get Support

Going crazy

Debbie_M — Sun, 15 Jun 2025 18:21:30 GMT

I'm new today and can't believe how useless their bot is.

I signed up and paid. Got my new phone number and asked for an eSIM. Couldn't download the eSIM even using the QR code. Can't get a new QR code anywhere, and can't login because they need to send a 6 digit code to the number that doesn't work.

I'm loosing my mind. This referral sucks.

Re: Going crazy

slusagm — Sun, 15 Jun 2025 13:35:33 GMT

The app should have installed the esim for you already, check the Sim Manager or Settings ->Cellular again. If it is there, enable it and set as Primary and Reset Network Settings

If you really cannot find it, ask PM to help. Since you cannot properly login, you won't be able to open the preferred Chatbot ticket. So, you will need to message them here:

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

Re: Going crazy

softech — Sun, 15 Jun 2025 13:42:42 GMT

@Debbie_M

You might not need to the esim QR Code after all, 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 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 by private message CS Agent using this link:
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 will reply to you there

Re: E sim is garbage and no customer phone line what is wrong with public mobile

Debbie_M — Sun, 15 Jun 2025 13:40:13 GMT

The details are simple. Fix the bot to, at the very least, answer simple questions like, "Get new eSIM card."

Re: Going crazy

Debbie_M — Sun, 15 Jun 2025 13:46:32 GMT

I did all of this but even the QR code didn't work. I checked online and then deleted the Public eSIM to replace it with another but by then I couldn't get in to my account because my phone number wasn't active.

Re: Going crazy

slusagm — Sun, 15 Jun 2025 13:48:28 GMT

@Debbie_M

so, the esim was already there. You shouldn't have deleted the esim. eSIMs are one time install.

now, you have to contact PM to help. Please message them

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