CS_Agent

[BelleCyr]

eSIM was compatible when I tested it prior to purchase but it says it is not compatible when I try to activate it. I have a Sumsung S20 Ultra. I keep getting sent in circles when I try to buy a physical SIM instead. It keeps getting me to try to activate the eSIM. I also did not receive an activation with the QR code. Thanks for your help.

[computergeek541]

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@BelleCyr wrote:

Please contact me at xxxxxxxxxxxxxxx. Thank you

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Please do not post your phone number here as anyone on the internet can see it.  Also, customer support agents, do not usually call customers.  All (with only rare exception) is provided online only.

[BelleCyr]

Please contact me at xxxxxxxxxxxxxxx. Thank you

[CSA_PM]

Thank you for the escalation!

Just to confirm, the customer has been in contact with an agent since yesterday. The agent is currently waiting for the customer’s reply to continue assisting

[Chalupa_Batman]

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@BelleCyr wrote:

eSIM was compatible when I tested it prior to purchase but it says it is not compatible when I try to activate it. I have a Sumsung S20 Ultra. I keep getting sent in circles when I try to buy a physical SIM instead. It keeps getting me to try to activate the eSIM. I also did not receive an activation with the QR code. Thanks for your help.

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Actually, since you have the ability to log into your account, the proper way to contact a CS Agent is this way. Did you use the app to finish signing up? This is the way.

Please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket. Enter CONTACT US into the chat and follow the prompts.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en

A Customer Service Agent will reply to your community inbox here:

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

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

[Sansan]

Sometimes CS agents read these posts, but not always. So best  to message them directly. 

Did you check your junk folder? Also check your SIM to see if eSIM might have automatically downloaded and enable it.

If not message agents below.

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