Defective SIM Card

[Watson2070]

I have a defective SIM card that I purchased from Walmart. I tried it in 3 different phones and it says no SIM. Walmart advised that SIM cards are not returnable and I would have to deal with PM. What is my next step?

[Zyl]

---

@Watson2070 wrote:

I have a defective SIM card that I purchased from Walmart. I tried it in 3 different phones and it says no SIM. Walmart advised that SIM cards are not returnable and I would have to deal with PM. What is my next step?

---

I would contact both Walmart and Public Mobile to resolve this.  I believe in this case both Walmart, the retailer and Public Mobile, the service provider are jointly responsible for the SIM card and right now we don't know the cause of the defect on this SIM card.  Is the SIM card defective due to it being damaged while been sold by Walmart or is it defective due to Public Mobile not having encoded the SIM card properly?  So if I were you, I would ask both Walmart and Public Mobile to look further into this. You have paid for a SIM card and it's not working so someone is responsible and should make you whole.  

From Walmart's side, as some has mentioned before, you can ask to escalate your issue to a manager or an immediate supervisor of the person that you are dealing this issue with for them to look into it further to provide you with a solution.   

From Public Mobile's side, you can contact the customer service of Public Mobile by sending a private message via the "Messages" link from "Community" and type in "CS_Agent" in the "To" field to ask them to investigate further.    

Hope this helps. 

[esjliv]

---

@Watson2070 wrote:

I have a defective SIM card that I purchased from Walmart. I tried it in 3 different phones and it says no SIM. Walmart advised that SIM cards are not returnable and I would have to deal with PM. What is my next step?

---

@Watson2070  - were you charged for an activation of this SIM card?

If not, than it is not activated.

You can proceed to activate it online, here: https://publicmobile.ca/en/on/portal/activation

[softech]

No SIM could really be a defective SIM error, or device -SIM slot error.  Usually it it is just provision issue but nothing wrong on the SIM, the error should be SIM not provisioned or No Network. 

[BKNS27]

@Watson2070 

Walmart will give you a free PM SIM if you get them to activate the SIM for you.

But check with them if they are still offering this promo.

My sister got a free PM SIM and free activation from London Drugs just before Christmas.

[Watson2070]

I am not porting my old number from the previous carrier.

[Watson2070]

Thank you. I will give that a try.

[Anonymous]

 @Watson2070 : Apart from the present/future tense writing in the post from S--S (rather than past tense) I think it's right on ...what makes you think the SIM is defective? Did you activate? In a store or yourself? Can you login to your account? Can you compare the last 4 digits? Unfortunately we can't see all digits but if you did activate then the number had to at least be valid.

What kinds of phones did you try the SIM in? All iPhones? Androids? Were they all unlocked? Were they all compatible?

[BKNS27]

@Watson2070 

Are you porting your old number from your previous carrier?

If so, did you reply to the SMS text with Yes with your old SIM in the phone?

[Meow]

---

@Watson2070 wrote:

Walmart advised that SIM cards are not returnable and I would have to deal with PM.

---

I did not find any restrictions regarding SIM cards. Return policy does mention final sale for prepaid phone cards and 15 days return for Contract post-paid phones.

It must be grey area for SIM... BUT! I would ask for store manager and politely ask for refund or exchange.

Another way is to call their Customer Service at 1-800-328-0402 and ask for refund. Do not accept No for answer. Call again if agent is uncooperative.

[Anonymous]

@Watson2070 

how you know the Defective SIM Card, do you Activate online or in store, 

go sign in to Self-Serve, to review your account, and check it the SIM number in your account. 

if you need to Contact Customer Support Agent by CS_Agent, and Explain your issue to 
them can solve your issue, they are nice Service Team they will help you 100%.

Here’s How To Contact Customer Support Agent

• you can send a private message to Customer Support Agent by Click Here link,

• please include in your message,
  
• phone number,
• Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
• During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
  • Monday to Sunday: 6 AM to 10 PM EST
  • Note: Public Mobile No Support by phone call or Email.. only by CS_Agent, private message..
  
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck....

[softech · Accepted solution]

@Watson2070   This is untrue.  Walmart has to provide exchange as the SIM is defective.

Of course, you can also open ticket with PM and hope they can reimburse the SIM card.  But i still think Walmart should honour that.  You should push Warlmart further

But if you want to try try PM Support, here you are:

Spoiler

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

Start with typing "Submit a ticket", click "Contact Us", click "Other" from the choices, click "Click here to submit a ticket". Then follow to complete the ticket submission.

2. Or you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox, envelope on the top right, after ticket is opened.  CS Agent will reply and work with you  via messaging there