yesterday
Hi,
I'm a new subscriber to Public Mobile and having trouble getting my service to work correctly. I have used the chat bot and submitted tickets, but the support agents have been unable or unwilling to help me solve my problem.
Now I'm paying for a service I can't use and I can't seem to get someone to actually help me fix it. Anyone out there able to suggest a solution for getting actual customer service from Public Mobile?
Thanks!
an hour ago
@EdH wrote:I have a new Public Mobile service with eSIM card in my Pixel 7 Pro running Lineage OS 21 (Android 14). More details in my previous post below.
There shouldn't be any changes required to the APN settings to make data work on this device at Public Mobile. Since you're familiar with custom ROMs, I would suggest instock stock Google ROM for your Pixel 7 Pro as I do know for sure that this will work 100% without needing to make any APN setting changes (assuming that the Public Mobile service is working properly). Please be aware of that there are risks of changing ROMs which could result in the "breaking" of the device if not done correctly.
yesterday
So, I finally broke down and got a physical SIM card, transferred my service to that card using the PM app and deactivated the eSIM. Now everything is working fine. Never was able to figure out why the phone wouldn't connect to the mobile internet using the eSIM card.
I must say, however, that my experience with PM customer support was absolutely abysmal. I thought it would be hard for customer service from large corporate entities to get any worse, but Public Mobile (and by extension, Telus) have managed push the bar even lower.
The CS agent, Alex, didn't want to spend any time or effort actually helping me troubleshoot the device. Kept blaming the user, the device, the fact that they can't "see" the device settings, anything possible to avoid having to work with me to actually try to find a solution. The agent didn't come across as very technically skilled or knowledgeable at all. It was a big waste of time.
The total lack of any kind of phone support even when a new customer is with a non-working device is a huge black mark on this company. Here, in the community forum, I at least got the impression that people really wanted to help. I'm thankful for all of your suggestions, even if none helped to solve the original problem.
yesterday
I gave instructions on the post by @softech that you linked a try, but to no avail. I had also already thought of the idea of completely deleting the APN and recreating it as they suggest. Sadly that didn't work either. Thank you very much for the suggestion, though.
yesterday - last edited yesterday
@EdH Too bad. I'm not sure if this link will work, but hopefully it takes you to a post by @softech on the topic of APN settings that could be worth a try if you haven't already done it this way. (Edit it sort of worked, but instead of going straight to the post you have to scroll down a bit):
https://productioncommunity.publicmobile.ca/t5/Get-Support/apn-settings/td-p/1169501
Only other thing I can think of is to check if there is a carrier services update for your phone.
yesterday
Sorry, setting the APN to SP.MB.COM (all caps) didn't work. 😞
yesterday
@EdH Try making the first line of the APN settings in all caps and then reboot, that is SP.MB.COM . May not help for a Pixel but for some reason OnePlus phones need that line in all caps so might be worth a try.
yesterday
I have a new Public Mobile service with eSIM card in my Pixel 7 Pro running Lineage OS 21 (Android 14). More details in my previous post below.
yesterday
hi @EdH what phone brand and model you have??
yesterday
Yes, I had already found that link and went through those instructions to redo the APN settings and reboot the phone. No change in behavior. I can make and receives calls and texts, but the cellular internet won't connect.
By the way, the customer service agent handling my ticket didn't even mention this possibility.
yesterday
@EdH Have you checked the APN settings?
https://www.publicmobile.ca/en/on/get-help/articles/set-up-data-on-an-android-phone
yesterday
Basically, I have a new Public Mobile service with eSIM card in my Pixel 7 Pro running Lineage OS 21 (Android 14). There was initially a problem getting my old phone number transferred, but that has been resolved.
My problem now is that the phone will not connect to the mobile internet network. It says "No connection" for the mobile network in the internet settings of my phone, although there is no '!' in the signal strength indicator which usually shows when there is a cellular network connection with no internet. Sending and receiving calls and SMS messages is working, however.
I am currently in the greater Montreal area and thus not roaming or in an area where internet coverage might not be available. The customer agent said something about setting the eSIM as the "primary" SIM card, but I see no way to do that in my phone's settings. There is no other SIM card in the phone, so the eSIM must be primary one by default. No other SIM card is shown in the settings.
This must be some kind of network configuration setting error that I can't find, or an actual mobile internet service outage for PM in this area. The customer agent claims there is no problem on their end, but clearly he couldn't even be bothered to check for potential outages because he didn't even ask where I was located.
Anyway, thanks for the offer of help. If anyone has any clues, I'd be happy to hear them!
-Ed
yesterday
@EdH Can you explain the problem here in case we can help (but don't include any personal information as this web page is public).
yesterday
I have already submitted at ticket. The customer agent, Alex, is not being very helpful at all. Basically just gives boiler plate responses without offering to help with any actual troubleshooting. I have asked for an escalation and he doesn't want to give one. I had a working phone before moving to Public Mobile and now I don't. This is no way at all to treat a brand new customer.
yesterday
hi @EdH get actual PM staff to help by submit ticket first
please submit a ticket with CS Agent using this Chatbot link: https://widget.telus.tiia.ai/publicmobile/publicmobile.html Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437