eSIM won't download or install.

[greybee]

When I try to download eSIM from my email, it says "unable to activate eSIM."

When I try to log in to the app, it says "something went wrong."

I can't download or activate eSIM anywhere.

[CSA_PM]

I sent you a private message. You can view and reply to it by accessing this link: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

 

[greybee]

I couldn't wait for the useless chatbot, and the customer support response was far too slow, so I found a way on my own.

In my case, I could log in to the mobile app, but the eSIM wouldn't download, and the in-app installation kept failing. I was stuck and couldn't do anything after that.

However, while browsing the mobile app, I found the "Buy a new SIM" option under the Account menu. I paid $5 to purchase a new eSIM there, and it successfully downloaded and activated on my phone! My service started working immediately.

Yes, this method costs money, but if you hate waiting indefinitely for customer support, it’s worth a try. I can't guarantee this will work for everyone 100%, but it might be better than doing nothing. The choice is yours.

I hope this helps someone.

[fixin1]

@greybee - I agree, even if they move a small little bit of Telus Digital (overseas) workers over (as Public Mobile is owned by Telus) temporarily when there are so many tickets. 

[greybee]

I understand the high ticket volume, but if they're having a promotion, I wish they'd add more representatives to get a quicker response.

The forums can't help with eSIM issues, so I'll have to wait for their response anyway. 

[slusagm]

PM support is all online.  Message with PM is the only way, or you post your message in the forum and other customers will try to help 

[fixin1]

@greybee - Better than waiting on hold for 1hr, 30 min at Telus and then possibly getting someone that you cannot understand at times. Probably due to this deal the tickets are out of the roof right now.

The good thing the chatbot does is that it can solve basic math. 

[greybee]

So, you're saying we can't call a real person there? 
The only chat option is a bot, and the only way to contact them is through a ticket?
But even if I send a ticket, I don't get a response?
What's going on? 😂

[greybee]

No, my phone doesn't have any SIM cards.
The IMEI and IMEI2 are blank 😂

[greybee]

Also, I believe the QR in my email is for the eSIM. 

This is the information from the email.

[hTideGnow]

and you checked your phone's sim manager, the PM esim really not there?

if it is not there, you need to wait for PM to reply

[greybee]

I can't log in through the web, but I can log in through the app.
However, after logging in, at the end of the "Transfer Number" step, it says to install the eSIM, but it fails with a message saying something went wrong.
No matter how many times I try, it still fails, and I've already rebooted and reset my network too.
Now, my app doesn't even try to install the eSIM and only displays a warning telling me to contact customer service.

[hTideGnow]

hi @greybee you already paid so you are good

but did you install the app and use the app to complete the activation? if you were using the browser to subscribe, the QR code you got right after the payment step is not for installing the eSIM, it is just to install the PM app so you can complete the activation

if you have not access the app yet, you don't need the QR code to install, you just need to go to the app store to search Public Mobile and install

but your phone's app store has to have the region set to Canada.  It wont' install if the region is set elsewhere

[greybee]

I didn't sign up through the app, but through the web.
But I can't install the eSIM anywhere. The QR code in the email doesn't work.

When I try to log in to the app, it says it will send me an authentication code via SMS, but since I don't have an eSIM now. So, I can't receive the authentication code and can't use it normally.

[hTideGnow]

hi @greybee 

you already subscribed to the deal, so you got it already, no worries.

[greybee]

That's so frustrating... Is it okay to receive customer support outside of promotional periods?

I've never seen this kind of system before. Isn't it inconvenient?

[Lisa-PM]

I have the exactly same issue here. Phone number was transferred to PM, but with a failed eSIM installation. No service at all. It appears that we cannot change to a new eSIM or physical SIM because it requires a text message for verification. Maybe @CS_Agent can resolve our issue in batch? At this point, sending more private messages won’t work out. Another member with the same issue has been waiting for a response since Friday night. 

[slusagm]

sorry @greybee , there is no nearby PM store anywhere.  PM is all online, no physical footprint

[greybee]

Can I go to a nearby PM store to resolve this issue?
In my case, I have all the account settings set up, and my account on the app is normal.
But the only problem is that I can't install the eSIM. It's so frustrating...

I have a call meeting with my business partner soon. 

[greybee]

OMG 😂

[Dunkman]

@greybee 

Due to the weekend and various issues with 50% promotions, the wait times are much longer this weekend. Hopefully, you will get a response today.  

Did you get an email from Public mobile with a QR code for eSIM activation? 

Unfortunately, there is no phone number to contact.  There is the Telus team poring number, but that is used for only porting issues. This team can't help with eSIM activations. 

[Sansan]

I'm thinking another 24-48 hours wait. Some have been waiting since Friday afternoon...

[hTideGnow]

hi @greybee 

sorry, long lineup for support for PM agent. It will be a long wait

[greybee]

Almost every time someone posts a question here, the answer is "Send a private message," but I haven't received a response. So what's the point of sending a message?

The eSIM won't even install, and my previous carrier has already cancelled my number.
Where did my new number go? LOL

Is there a direct phone number I can use to contact customer service?

[wnsn]

I'm having the same issue. Absurd how difficult it is to get support. Ticket page link the chatbot keeps giving me won't load on my phone. Finally tried on my desktop and it worked but I got an error the first time trying to submit a ticket and had to refresh the page and submit it again.

[greybee]

Thank you. I'm waiting for the reply from them. 

[hTideGnow]

hi @greybee 

if you use the link below, it will work

 you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage           

[greybee]

The ticket website isn't working, so I sent a direct message to the PM through the link you sent me. 
Will this work?

[hTideGnow]

hi @greybee 

payment is not the last step.  After payment, you need to use the app to choose phone numbrer or select porting, then the app will install the eSIM  and finalize the activation .  So, if you are not able to login the app to complete it , you are not done with the activation 

please submit ticket with PM agent

[greybee]

I've already completed my subscription and successfully completed the credit card payment process.
All I had to do was log in to the app and receive the eSIM.
My spouse had the same success, but I'm the only one having issues.

Also, there seems to be an issue with the ticket website, as I can't submit it even after filling out all the fields.
That's why I'm here.

[hTideGnow]

hi @greybee 

you are not in the step for eSIM installation until you are done the subscription using the app.  Since you have trouble logging into the app, you need to check with PM agent first.  Please submit ticket