ESIM & PM App difficulties

[Bache24]

Hello, long time subscriber here. I recently bought a new Samsung A65 and decided to ditch my old physical SIM which I no longer have access to at the moment. I had hoped I could simply scan a QR code on the PM site and purchase a new SIM number but i'm having difficulties.

1) Without an active phone, I can't download the app to a brand new phone that's ready to install a physical SIM. I have an option to scan a QR Code to begin the SIM process but I need to see the PM app to do this. What a conundrum.

2) Is it possible to download the PM app to a desktop and scan the code? I wont have the old phone for a few days yet. Am I stuck here? I tried installing the app to my phone via Google Play which tells me it's installed on the phone via Windows Link but i can't get past the main install screen on the new phone to see any apps at all.

Any advice?

[LitlLdy]

@telusfroceme , just a heads up an Oracle may remove these messages from Ops post to create a new post of your own. 🙂 It can get confusing otherwise. We will still be there to try to help. 😃 

[telusfroceme]

It "may be" a nice restaurant - but you need to get in LOL
SOMEONE has to fix the door and the maîtrede... and perhaps theirr notebooks and pencils...

cheers!

PS: THIS is what I got as last reply...
I can try and see if I can send you a new QR code for a new esim but once we have one available.

which prompted me to ask him WHEN he thought that might be... LOL

[dust2dust]

@telusfroceme- Yes there seems to be a massive disconnect between marketing/implementation and the support people. The systems are terrible. We are the beta testers. Support is all over the place. It's quite terrible. And I'm quite certain that they're pulling shenanigans of their systems implementations doing non-standard proprietary methods to try to regain control of devices that got too carried for their liking with BYO devices.

But hey, the service just keeps on ticking. So that's always a plus.

[telusfroceme]

SORRY @Lila  - my mistake when trying to mention @LitlLdy who DID help me!

[telusfroceme]

@dust2dust

YES, I think it is ridiculous. HOWEVER, with the help/encouragement from yourself and @Lila / @hTideGnow we have moved ONE STEP forward as we now have  possible 'maybe' ...
Having installed over two dozen eSIMs on my 'incompatible' phone AND knowing system admin - it is by far the most proprietary non-sense system I have encountered - bar none. I think the SAD part is that there is no apparent learning from past incidents - DESPITE the fact that they claim to be ISO certified (I think 🙂
NOW, there is a non-conformity if I have ever met one - LOL

Thanks again to all 3 of you for chirping in!

[telusfroceme]

@LitlLdy- hahaha, forgive me again... you ARE typing slowly but my reading is even slower....

AFTER 3  "ESCALATE" request they are now replying - 'may be I can send you a new QR code...'
Not sure what 'may be' is worth... we will see.
Sadly my phone uses TWO eSIM modules (https://esim.me) and there is no slot to put another (regular) sim. The modules allow me to manage two active numbers from my pool of subscribed numbers... and I need to switch when I travel = eSIM is needed!  So, yes it works just fine with 20+providers covering my entire travel area (all of Europe, SEA, Oceania and NA. just that public is apparently the first to offer 5G at a somewhat reasonable price... 🙂

PS: UNLIKE the eSIM on the APPLE and SAMSUNG products, THIS ONE can be moved to another phone (looks and acts like an ordinary SIM card)

[LitlLdy]

@telusfroceme , I’m the slow typer! I make mistakes & by the time I select reply theres several responses that I have already missed that have been posted. All I can do is what I am able & people can take my advice or leave it. I may be correct at time & other times that same response may be incorrect in a different persons situation! I make mistakes.

You may very well not be able to get a CS_Agent to send you a QR code to your email! Not everyone gets it! You can still use a SIM Card here if it doesn’t work out. 

[telusfroceme]

@LitlLdy 

My HUMBLE apologies to you for implicating you in the slow typing racket....
IF only I had read slower I would have noticed that it was @hTideGnow who was typing slow for my benefit...

[telusfroceme]

@dust2dust  @hTideGnow @LitlLdy 

THANKS so much for your friendly support - makes me WANT to stay here...

I have taken you suggestion and used the word ESCALATE  MMMV 🙂

[dust2dust]

It's ridiculously bad. How are new customers supposed to know the agent isn't a good agent.
@telusfroceme- Just keep repeating the words - Please escalate. They'll fight and block and delay but then eventually you will get to one of the alleged good agents and they'll get you going.

[telusfroceme]

@LitlLdy 

THANKS for typing (even slow is VERY good for me because I can not read so fast 🙂

He REFUSED to send the QR and NOW he told me that IF I don't want to wait 10days for a refund - I should open a DISPUTE with my bank ... WHAT CLEVER ADVISE they give there...

TELUS service <= Shaw <= Rogers <= Bell

🙂

[hTideGnow]

Hi @LitlLdy 

yes, I find it weird.  I think I saw reply saying agent able to at least reset the current QR code to the customers.  But yes, this place is not consistent, if you get a good agent, you can do a lot.  

[LitlLdy]

---

@hTideGnow wrote:

HI @telusfroceme 

did you ask them to re-send you the QR code in email?

submit a ticket with CS agent:

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

---

@hTideGnow , CS_Agents may refuse to! They refused for the Customer in the other post that you're replying on, Op said “agent just said he won’t give esim and they don’t give esim. And told me to put on community so everyone knows as well.” Even though we know they have provided them for several Customers through email! Maybe no longer!

Edit: Sorry, I type to slow! 😔 

[telusfroceme]

@hTideGnow 

YAP, 12+ message back and forth with support agent to request the QR code - "NO, we have decided  you should use a regular SIM card..."

(I presume that, technically, THAT welcome eMail will never get sent when the pseudo APP decide that the phone is not qualified... hence my support request to simply send it... )  - Back to Bell 😞

[hTideGnow]

HI @telusfroceme 

did you ask them to re-send you the QR code in email?

submit a ticket with CS agent:

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

[telusfroceme]

Hi @hTideGnow ...

THANKS for taking up my cause (inside another problem, I presume is not the best style 🙂

They did NOT ever send an eMail (welcome or other wise with a QR CODE (that would have resolved the entire problem...) The phone is NOT recognized as compatible by the PSEUDO APP.... ANY ans all support request - see my OP

thanks for ringing in 🙂

[hTideGnow]

HI @telusfroceme 

what phone is that? iPhone?

and you got the QR code from Welcome email? did you try scanning that?

[telusfroceme]

Just faced a similar problem wherein the pseudo app will not recognise the phone IS in fact eSIM capable...
Requested for a QR code (or just the codes to enter manually)... regretfully TELUS (public) 'support' can not go past their prescribed script and simply replies "we know better, your phone does not work"... STRANGELY, I have used eSIM around the world without trouble wherever QUALITY providers simply send the QR code.... 🙂
APPARENTLY we may not ask such a simple thing from a company that knows best... 🙂

[BKNS27]

@Bache24 

Do you mean the Samsung Galaxy A54 5G?

You will need to purchase an eSIM with the app but I would suggest you keep the SIM for your main SIM as you can transfer to SIM to another phone easier. I would recommend you use the eSIM while you are travelling rather than purchasing a physical SIM.

You need to download the app on your phone and you can scan/activate it on the Settings but you can also scan the QR code from the PM confirmation email on your computer.

[hTideGnow]

HI @Bache24 

but you need to fix your Wifi issue yourself first if you want ot install the app on your phone.  Or if you don't have Wifi at the moment, get free Wifi from mall or fast food restaurants

or you can ask your friend to install the app on his phone, but you have to make sure to stop the stop to let the app to install the eSIM

[Bache24]

Read a message next time before replying.

[will13am]

---

@Bache24 wrote:

I have active wifi but as I mentiond I cant get past the main install screen on the new phone. Either :

11) Insert physical Sim or 2

Scan QR Code.

That's it

---

Are you saying you cannot install the Public Mobile app via play store?  How about using a side load option.  APK mirror is a good option as a play store alternative.

[Bache24]

You didn't read my message. Do you think I didnt try the website If I coukd. I cant access any apps and that includes launching Google etc

[Bache24]

I have active wifi but as I mentiond I cant get past the main install screen on the new phone. Either :

11) Insert physical Sim or 2

Scan QR Code.

That's it

[hTideGnow · Accepted solution]

HI @Bache24 

you have a phone do you? just download the app using wifi, no active sim required.  But at the 2FA code step to login, you will need to select "ddin't recieve code?" and select email to receive the 2FA via email

2. you cannot download the app using desktop.  But you can ask your friend to download the app if you like.  But for esim, make sure you stop the app from installing the esim for you or your friend phone will have the esim

and a reminder, to get esim, you login via the app, then go to Subscription and Add-ons page to buy esim there