topic Re: Not satisfied in Get Support

Not satisfied

Annie201 — Wed, 21 Jan 2026 20:43:53 GMT

Hello, I have no access to speak to costumer service so I will send it here.

I am writing to express my extreme frustration with the service I have received from Public Mobile.

I recently bought a new iPhone and needed to transfer my phone number. To do this, I purchased an eSIM. Unfortunately, the eSIM does not work. It appears that the eSIM was activated on my old iPhone, even though I clearly intended to purchase it for my new device. I paid for an eSIM that I cannot use.

The situation became even more frustrating when I tried to get help. I had to connect six times just to speak with an agent. My old phone is not working, which made the process extremely long and difficult. I was disconnected three times and had to repeat my situation over and over again, even after asking to speak to the same agent and mentioning her name. This is completely unacceptable.

The chatbot was not clear at all. It never clearly explained that the eSIM purchase had to be done directly on the new iPhone. I genuinely thought the eSIM would transfer automatically. Because of this lack of clarity, I paid for a service that I cannot use.

At this point, I want a full refund. I paid for nothing. I am very dissatisfied with Public Mobile’s service it is consistently poor, and this experience has only confirmed that.

If I do not receive proper feedback or a refund promptly, I will change phone companies. I am not satisfied at all.

I expect this issue to be resolved as soon as possible.

Thank you,

Annie-Pier

Re: Not satisfied

slusagm — Wed, 21 Jan 2026 20:53:59 GMT

@Annie201

if the eSIM installed wrong, it was only because you installed the PM app on the wrong phone. The eSIM will installed by the app on the phone you installed the app

but to resolve it, it is easy, just download PM app on the correct phone and purchase a new eSIM using the app

But if you need PM to further assist, you have to check with them. We are just customers here.

Re: Not satisfied

softech — Wed, 21 Jan 2026 21:10:50 GMT

Inapprorpriate comments removed as per terms of service

Re: Not satisfied

hairbag1 — Wed, 21 Jan 2026 21:27:36 GMT

@Annie201

In hindsite… you shoulda cime to the Community Forum for answeres. You must download the app to your new cell; then buy a new esim but it’d be free replacement. Stick around…we’ll be here to help always.

Re: Not satisfied

CSA_PM — Wed, 21 Jan 2026 23:25:37 GMT

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