topic It won’t instal the eSIM in Get Support

It won’t instal the eSIM

Deaner81 — Thu, 19 Jun 2025 13:14:05 GMT

I have completed steps 1-4 but step 5 asks me to pick a phone number then it will install the eSIM. But it doesn’t work and every-time I try to contact a customer support agent it ask me to log in but I’m already logged in!!

Re: It won’t instal the eSIM

Sansan — Thu, 19 Jun 2025 13:24:19 GMT

@Deaner81 So you are doing this through the Public Mobile App?

Can you clear the cache in the app and try again?

A few people has indicated same. Can you check your phone to see if the eSIM didn't automatically install itself without you realizing?

You can check your phone's SIM manager or Cellaular and make it active or turn on the line.

If it's not there, ask agents for help through the link below.

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

Can’t reach a customer support agent to help my instal the eSIM I already paid for

Deaner81 — Thu, 19 Jun 2025 13:37:31 GMT

Need an agent to contact me. I paid for an eSIM and it won’t install.

Re: Can’t reach a customer support agent to help my instal the eSIM I already paid for

Dunkman — Thu, 19 Jun 2025 13:45:40 GMT

@Deaner81

I assume that you are on the PM app to complete activation. Did you get an email with QR code for eSIM activation?

If on the app, eSIM won't install, then you would need customer service agent help. I will escalate your post to CK_PM who should private message you within 30-60 minutes.

Re: Can’t reach a customer support agent to help my instal the eSIM I already paid for

CSA_PM — Thu, 19 Jun 2025 13:46:25 GMT

Please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en

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

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

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

Re: It won’t instal the eSIM

CSA_PM — Thu, 19 Jun 2025 14:00:50 GMT

Please try uninstalling the app, reinstalling it, and then attempting the activation again. If it still doesn’t work, you’ll need to purchase a physical SIM card to complete the activation. Should you choose this option, make sure to keep the receipt and send us a photo of it—we’ll apply a credit equal to the value of the SIM card to your account.

Re: It won’t instal the eSIM

Deaner81 — Sat, 28 Jun 2025 00:35:04 GMT

I tried everything you suggested, it does not work, I can’t contact an agent. I want my refund as I payed for the eSIM and I have waited a week for an agent and cannot find an office. I do not want a physical sim I did not order or pay for a physical sim. Please provide my refund in a timely manner.

I want my refund!!

Deaner81 — Sat, 28 Jun 2025 00:40:34 GMT

I payed for an eSIM and a month play of 60G but it will not install on my phone. I have tried all the options and suggestions proved to me by an agent. I do not want a physical sim and specifically choose this service provider for the eSIM. Please initiate my refund immediately.

Re: I want my refund!!

slusagm — Sat, 28 Jun 2025 00:44:51 GMT

@Deaner81

we are just customers here. And why can't you contact @CSA_PM or @CS_Agent ? you were given the way to do it.

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 between 9AM-10PM EST (Mon-Sun), check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Can’t reach a customer support agent to help my instal the eSIM I already paid for

softech — Sat, 28 Jun 2025 00:51:15 GMT

@CSA_PM wrote:
Please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket.
https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en
A Customer Service Agent will reply to your community inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage
During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

@CSA_PM @Ck_PM

this was escalated earlier by Oracle, but instead of CSA_PM reaching out to OP, why OP still need to open Chatbot ticket?.

Re: It won’t instal the eSIM

CSA_PM — Mon, 30 Jun 2025 11:59:18 GMT

Hello @ Deaner81

I sent you a private message. You can view and reply to it by accessing this link: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage