topic Re: Live chat is useless... in Get Support

Live chat is useless...

Jes_seguin — Tue, 27 Jan 2026 21:12:34 GMT

I'm having issues getting my esim. My number was ported from Telus which was done, I no longer have service or data. I have been waiting 2 hours for an agent on the live chat, made it to 1 person ahead of me just to get thrown back to 20 people ahead. I even have a ticket open with no response whatsoever.

Not a great first impression.

Re: Live chat is useless...

hTideGnow — Tue, 27 Jan 2026 19:18:25 GMT

hi @Jes_seguin

how you get into the Live Chat queue?

can you double check if the PM eSIM is already showing up on your Sim Manager or Settings-> Cellular?

if yes, then you need to manually enable it and set it as Primary (please also remove old carrier sim card and disable old carrier esim)

but if it is not there you will need to ask PM support agent to help, 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: Live chat is useless...

Jes_seguin — Tue, 27 Jan 2026 19:21:20 GMT

Hi @hTideGnow

I already did that. The app crashed after porting my number and I never got to the QR code or got the email. That's where I'm stuck.

I submitted a direct ticket 6 hours ago and never got a response.

I managed to get to the live chat using a web browser on my work computer, and from the homepage clicked on Need Help and directed me. Now I'm just stuck waiting again after 2 hours and getting to the front of the queue.

Re: Live chat is useless...

ojey — Tue, 27 Jan 2026 20:15:23 GMT

the topic line... so far I agree 10000%
i have been disconnected since morning and the open ticket? not sure when anyone will see that.
Waited for live chat, eventually got through to an agent, they explained how they do not have access to any account, they are just there for general advice/inquiry and redirected me to open a ticket.

its more than 9 hours, still no word from the ticket and my primary phone line is not in service.

Re: Live chat is useless...

Jes_seguin — Tue, 27 Jan 2026 21:13:30 GMT

Ive been disconnected since last night. I could not send a ticket as the system kept giving me the run around. Someone mentioned messaging CS_Agents directly which I did almost 9 hours ago. I don't have mobile service and I'm at work without wifi. I have to periodically run down to a cafe with WiFi to check if there's an update.

For this headache alone we deserve some type of credit for this disaster.

It's been 12 hours since my first request

Jes_seguin — Wed, 28 Jan 2026 01:53:59 GMT

I really need help here. The average CS_Agent response is supposedly 2-4 hours. It has now been 12 hours since I sent one, and 7 hours since I sent a ticket. My number is trapped in no man land.

I tried every single troubleshooting method out there and I can't get my eSIM. I tried over and over through the app and it can't go beyond Step 5 and no response to my ticket. I see so many posts on reddit of people saying they submitted a ticket and within 2 hours it was resolved..

Re: It's been 12 hours since my first request

hTideGnow — Wed, 28 Jan 2026 02:01:11 GMT

hi @Jes_seguin

yes, there are response delay as announced:
https://productioncommunity.publicmobile.ca/t5/Announcements/Support-Updates-50-Flash-Sale-Promotion...

really nothing much you can do other than wait for agent to reply