topic Re: Network upgrade in Get Support

Re: Network upgrade

diggerleem — Wed, 05 Aug 2026 16:49:26 GMT

I was recently told my brand new iPhone isn't compatible according to its IMEI. Is that likely an error?

Re: Network upgrade

hTideGnow — Wed, 05 Aug 2026 17:24:55 GMT

no worries, all new iPhones are compatible. you can talk to PM agent and make sure they have your account marked with the correct device and won't charge you the $5 legacy network fees.

submit a ticket with CS Agent using Chatbot here:
  https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Type the question "Ticket", Then click the following in order: "Account Management" , "Log In".
   (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")
If any issue with ticket submission, 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: Network upgrade

Yummy — Wed, 05 Aug 2026 18:39:25 GMT

WHO told you that???

If you are checking IMEI at PM site be aware that their public database is NOT correct. To be 100% sure talk to agent and let them check against their internal database.

Re: Network upgrade

diggerleem — Wed, 05 Aug 2026 20:11:48 GMT

Unfortunately they are holding their ground and telling me that I cannot open another ticket with the same problem. It is a brand new iPhone and IMEI is not in the database. I do not know if it could be due to my postal code in Newfoundland.

Re: Network upgrade

diggerleem — Wed, 05 Aug 2026 20:16:04 GMT

Unfortunately they are not letting me open another ticket and saying this:

"The IMEI can't be changed for our website. Please change to a compatible device or please try to switch to Koodo/TELUS if your device is compatible with them
Best regards,

Maria, CS Agent"

Re: Network upgrade

hTideGnow — Wed, 05 Aug 2026 20:26:20 GMT

hi @diggerleem

what model of iPhone?

Re: Network upgrade

diggerleem — Wed, 05 Aug 2026 20:26:56 GMT

It is an iPhone 17 Pro Max

Re: Important Update: eSIM QR Code Now Included in Activation Summary Emails

diggerleem — Thu, 06 Aug 2026 22:36:30 GMT

I also have this issue and it is unresolved.

iPhone 17 Pro Max Not Compatible with PM

diggerleem — Thu, 06 Aug 2026 22:51:11 GMT

I have a brand new iPhone 17 Pro Max which is eSIM only not compatible with the PM network due to its IMEI number. When I try to buy a plan I am stuck in pre-activation and it fails with an unclear error message in the app. Using a web browser, I get a more descriptive error message M.8702 that my payment was successful but the plan cannot be created.

None of the error messages mention the IMEI number is an issue, using the checker it says I am compatible according to the IMEI number. But regardless support will not budge on this issue and say I need to get a compatible device to use PM.

Is the iPhone 17 really not compatible with the PM network? Any way I can move forward here.

Re: iPhone 17 Pro Max Not Compatible with PM

hTideGnow — Thu, 06 Aug 2026 22:57:08 GMT

hi @diggerleem

confirm if your phone is clean. it should have 2 IMEI, please check both

https://www.devicecheck.ca/check-status-device-canada/

Re: iPhone 17 Pro Max Not Compatible with PM

diggerleem — Thu, 06 Aug 2026 23:28:36 GMT

Confirmed! Both IMEI and IMEI2 numbers showing success on device check

Re: iPhone 17 Pro Max Not Compatible with PM

CSA_PM — Fri, 07 Aug 2026 00:22:12 GMT

We appreciate your escalation. An agent is already assisting the customer and will ensure they receive the support they need.

Re: Important Update: eSIM QR Code Now Included in Activation Summary Emails

CSA_PM — Fri, 07 Aug 2026 00:22:47 GMT

We appreciate your escalation. An agent is already assisting the customer and will ensure they receive the support they need.

Re: Important Update: eSIM QR Code Now Included in Activation Summary Emails

diggerleem — Fri, 07 Aug 2026 17:08:15 GMT

Sadly it seems that the answer is that my device is not compatible despite being brand new 😞

Re: Important Update: eSIM QR Code Now Included in Activation Summary Emails

hTideGnow — Fri, 07 Aug 2026 17:11:17 GMT

hi @diggerleem

what did CSM_PM say? why an iPhone does not work here? did you buy in Canada? or overseas?

Re: Important Update: eSIM QR Code Now Included in Activation Summary Emails

diggerleem — Fri, 07 Aug 2026 17:26:02 GMT

They won't say why it is not compatible only to switch to a compatible device (if not the latest iPhone then not sure what).

It is a brand new Canadian iPhone ordered from Canadian Apple.com website.

Re: Important Update: eSIM QR Code Now Included in Activation Summary Emails

softech — Fri, 07 Aug 2026 18:18:14 GMT

@diggerleem

Please give Public Mobile another chance for to confirm what went wrong. I have escalated your request for another review and agent will contact you again

Re: Important Update: eSIM QR Code Now Included in Activation Summary Emails

diggerleem — Fri, 07 Aug 2026 18:25:19 GMT

Will do!

Re: Important Update: eSIM QR Code Now Included in Activation Summary Emails

diggerleem — Sat, 08 Aug 2026 21:05:45 GMT

Now working, unclear what changed to make it successful. But thanks a lot for everyone's assistance!