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Account activation - problem with SIM and ESIM

b_yip
New in Town / Nouveau en Ville

I have purchased the Black Friday deal on Friday-$34 CAD for 40 GD (5G). I have typed the IMEI and PM website said that me phone accepts ESIM (iPhone 12 Pro Max). However, after I have subscribed the plan - I was stuck at step 6 of the verification - the app says my phone is not compatible with ESIM. 

Today, I have gone to a Telus Shop and purchased a physical SIM card (CAD11.30)  from Telus. After purchasing the physical SIM card, the Telus staff has helped to activate my PM account. Unfortunately, the app is still stuck at Step 6 saying that ESIM is not compatible with my phone while we have already inserted the Public Mobile SIM card. We tried and have no luck.  We could not do anything. We could only click the "get support" button or "log out" button. It has been so frustrating and time & cost consuming. 

May I know how I can solve the problem? Can I ask for the refund of the plan and the SIM card from Telus as well?

I have been so worried and have spent much time in trying to solve the problem but no luck. I have been charged for the plan, bought a SIM card from Telus- but I am still not able to use the PM service. 😞

3 REPLIES 3

yoyowing77
Great Neighbour / Super Voisin

I had the exact same issue. The website said my phone (iphone 13 pro) is eSIM compatible but once I started activation process it says not. Then I got stuck there not being able to finish my activation. I was super frustrated. I solved the issue by closing the PM app and turning the phone off and back on. Once phone is on again I launched the PM app again then it started my activation with no issue. Hope this help! 

Dunkman
Oracle
Oracle

@b_yip 

Send a private message to CSA.  It will take several hours for response. 

Unfortunately, Telus will not offer a refund for  SIM card or plan.  However, keep your receipt for the physical SIM card. Often Public mobile will credit your account later once things are sorted out. 

Handy1
Mayor / Maire

@b_yip  Submit ticket with support and get it straightened out 

send a  private message   To CS_Agents click          

VVVVV      Link below    VVVVV

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

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