Account activation (SIM problems)

[BrianKraeker]

I am a new subscriber. The process said that my phone was compatible with eSIM, so that is the option I chose. After making payment and downloading the app, the app tells me my phone is not compatible with eSIM. I went to a physical store and bought a SIM, but my phone tells me that it is not supported. I have attempted numerous times to contact support, sent in two tickets, waited 24 hours, but have had no response. 

Because my account is not fully activated, I seem to be in some loop where I can log into my account, but have no access to change anything in my account. 

I am at a loss at this point, with no way of even cancelling my plan.

Any help would be greatly appreciated. 

[NotWorkingSueMe]

Howdy

I feel your pain as I too am currently having activation issues. As mentioned, you do have to use the PM App. If your phone is too old then it might not support the wireless type, you signed up for.

Also when using the PM App, it indicated not installing the new PM sim-card until activation was completed.

Contacting PM Customer Support as per previous replies seems your best option.

You can access your PM account using a computer, although it also indicates complete activation. I finally submitted a ticket using my computer and did finally log into my account.

[BrianKraeker]

I have checked the settings without a resolution. The app wants me to complete activation, but tells me my phone is not compatible with eSIM and directs me to contact support. I attempt that, but get a blank screen. I have attempted through the website as well as private message (the link you sent) and have not had any response. 

[hTideGnow]

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@BrianKraeker wrote:

I haven't been sent a welcome email with a QR code. I have a "Thank you for you purchase" email telling me to download the app and my payment, but that is all.

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HI @BrianKraeker 

it sounds  like you have not use the app to complete the activation yet.  Have you download and install and use the app to login and finish the installation?

if you did, check Sim Manager or Settings -> Cellular and confirm if a Public Mobile esim already there.  If it is there, enable it and let us know and I can guide you further from there

If not, since you have a physical sim already, I think PM agent can help to switch it to physical sim card,  please submit a ticket with CS Agent here:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437     

[Handy1]

@BrianKraeker  Can you check SIM manager  phone settings it’s possible the esim already installed . If it’s there enable PM or set it to primary . Otherwise you will just have to wait for support and get them to sim swap the number for you to the new SIM card you picked up 

[BrianKraeker]

I haven't been sent a welcome email with a QR code. I have a "Thank you for you purchase" email telling me to download the app and my payment, but that is all.

[Handy1]

@BrianKraeker  could just be error code . First check your welcome email for the QR code and scan it with phone .and check sim manager in phone settings see if it has already installed and enabled it setting PM as primary and reboot the phone . If you have submitted ticket check your in box for their reply or use this link to the community inbox 

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

if no reply submit another ticket @BrianKraeker 

send  a  private message   To CS_Agents

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