Helppppppppppp where is the support staff

[Pisst]

 

[Pisst]

Hi again hTideGnow, CS did reach out to me and provided a credit to apply for a new eSIM which is now active.  The public mobile service is now working on the device; now just waiting on a few small issues: if the previous carrier's service is being automatically terminated as part of the startup process (which was a bit bumpy), if the double charging of my credit card will be resolved, and if the referral link with promo 10$ worked as it doesn't show in either acct.  Yes I have a separate email address; I've been very happy with PM for about six months now so just trying to get the rest of the family on board.  They're not quite sold yet as this process wasn't as easy as I sold it to be but we are getting there.

[hTideGnow]

hi @Pisst 

so, issue is not resolved?

btw, you have one PM account already and you setting up a new one?  did you use another email address to create that new account? (PM does not have family account idea, so one login for one account/line)

if your issue is not resolved , please message PM support agent for help:

          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            

[Pisst]

Hi hTideGnow, I reinstalled the app and it let us into the account but it did not provide the eSIM at any point,  nor in the welcoming email.  The 2FA works every time (doesn't accept the device as recognized and requested it a total of 17 times in this process) I am a Public Mobile customer on a separate account so I have the minimal experience to know this is an abnormal signup process.  It didn't go back to step six, it just said it was done. So i'm thinking it might have skipped step six.  When I go to request a new eSIM it says I have to finish activating my eSIM.  But I dont' have one.

[hTideGnow]

hi @Pisst 

so, you uninstalled the app, reinstall and able to login?  did it try to send you a 2FA? Can you receive it?  You receive on your old carrier sim?  or you just enter username password with the 2FA to enter?

and it picks up at step 6 to complete esim installation?

[Pisst]

I uninstalled the mobile app and reinstalled and I seem to be making forward progress now. Thanks again for your help w this

[softech · Accepted solution]

@Pisst 

you will have to message support for help then:

       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there will reply to you there

[Pisst]

Hi softech thank you for your help with this. iPhone 12 unlocked btw. I checked the cellular settings and the eSIM is not listed. Welcome email doesn’t have the QR code unfortunately. I’d attach a screenshot but the i12 doesn’t let me scroll capture. 

[maximX4]

@Pisst I had problem with esim when i first joined, but turn out it was my mistake, but support able to quickly help and guided me through.  Just check with them

[softech]

@Pisst 

here is a chance that the error was there because the Public Mobile esim is already installed and just not properly enabled

On Android:  Check your Sim Card Manager and see if a Public Mobile eSim is there.  If so, make sure it is enabled.  

On iPhone: check Settings > Celluar and see if the eSIM is there.  If it is, make sure the PM eSIM is set as Primary on "Cellular Plan Label" and "Turn on This Line" is toggled on

if you don't see the Public Mobile esim there, check the Welcome email, there should be a QR code for the esim for you to scan and install manually)

If the Public Mobile eSIM is there, disable or delete those non PM sim (eSIM/Physical sim). 
If the non-PM sim is physical, remove it.  If the non-PM sim is an esim, disable using the SIM Manager on the phone (or set as Secondary and turn off "Turn on this line" for this non-PM esim)  

Then reboot the phone and click Reset All Networks on your phone and it will work.  (Please note that Reset all Networks will also erase your saved Wifi and Bluetooth connections, but you just need to add them back after). Also, it is possible you have to reset it multiple times for it to work.

if it still does not work, open ticket with PM by private message CS Agent using this link:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there will reply to you there