How do I get help?

[TulameenA]

Is there a phone number?  I am having a very difficult time trying to sign up my three kids cell phones plans to public mobile.  I'm having one problem after another.  

One of the phones doesn't work, another is rejecting the esim.  I can see on their phones there is a sim and sim2.  

I am currently with Rogers with their phones and I'm also on hold with them. - because Rogers is still showing on the phones.  

I really just need some actual help - the chats kick me out, I have to sign in continuously and now my one daughters phone sends the code to login to her phone, but her phone says SOS and cannot receive text messages, so I can't log in to get help on the chat - the chat doesn't help though.  

I would really like to talk to a human, or a phone number.  If I could actually talk to someone on the phone, this might be resolved quickly, but I've been wasting hours and hours trying to navigate all these accounts and it's incredibly frustrating. 

[softech]

>   If you haven't used the app, it gives you a QR code to finish it on the phone.  

@TulameenA 

There is no way to complete the subscription without using the app

The QR code will be sent to your with the Welcome email after you have completed the activation using the app

[TulameenA]

We did complete the second half on the app, I already said that. 

[TulameenA]

I did use the app! I also used my desktop.  If you haven't used the app, it gives you a QR code to finish it on the phone.  

[TulameenA]

Also the only real help I've had was Chat GPT, and of course now that I"ve figured out this forum. I've spent hours and hours on this. 

[hTideGnow]

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@TulameenA wrote:

.  I can't even login to her app because it's asking for a verification with her phone numbers.  She can't get texts!   Because its on SOS

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hi @TulameenA 

that is exactly why we suggest you to start activating using the app and not to start using the browser and complete the 2nd half using the app.  We have seen many had the same issues and I was trying to ask you to avoid the same mistake

[TulameenA]

Why? I am not doing that - then I guess I'll be asking for a refund.  Their system allowed me to set it up this way.   Everything that I did and entered they let me continue on. So I've done everything correctly and followed the instructions.  I can't even login to her app because it's asking for a verification with her phone numbers.  She can't get texts!   Because its on SOS

[hTideGnow]

hi @TulameenA 

i don't work with PM.  

I am a customer and I know the system from experience.  You can certainly use the browser to start the activation, but expect more issue.  Also, it won't work well if you  are activating eSIM.  But of course it is your choice to try 

and PM agent cannot resend eSIM, they will ask you to fix the issue by getting a physical sim to complete the activation.  After the account is activate with the physical sim, you can then buy eSIM again using the app

please message PM support agent and find a soluton, 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            

[TulameenA]

In addition, I am able to login to her account.  I need Public to resend the ESIM - her phone is on SOS - what is the best way to do this?  This is what Chat GPT has told me to do next.   I spent two hours with Rogers having them unlocked properly. 

[computergeek541]

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@TulameenA wrote:

Do you work for Public?  I prefer to use my desktop - yes I know the rest is on the phone using an app. 

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Nobody participating in this message thread works for Public Mobile. As for the Public Mobile app, customers are required to use it to activate.  There's no choice in that matter.

[TulameenA]

Do you work for Public?  I prefer to use my desktop - yes I know the rest is on the phone using an app. 

[hTideGnow]

Sorry @TulameenA , we don't suggest using the desktop to subscribe

The subscription should be done with the app on the phone, especially with activation involves eSIM.   Part of the activation will be the eSIM installation by the app and hence you need using the app

Also, while you can use the browser to start the subscription, you can only go as far as payment step. After payment, you still need to use the app to complete the activation.  And we saw many issue logging into  the app when start the activation using the browser, hence that is not a recommended way 

[TulameenA]

No, I prefer to purchase things on my desktop.  I do have the app on all their phones yes.

[hTideGnow]

hi @TulameenA 

you should be using the app to activate from the beginning, are you?

install the app on the phone where the eSIM supposed to be and start activation using another email address

[TulameenA]

I guess I'm confused not SIM numbers I mean IME1 or IME2 

[Kirsten403]

There is no phone support. Submit a ticket online to CS_Agent, you will receive a reply in 24 hours 

[TulameenA]

When I signed up Kid B, everything started out good, then when he went to download the APP and login, it said I should get a refund or a different SIM - which makes no sense as the phone should be fine for an ESIM according to putting in the number when signing up.  So that account is stalled - but how would I ever get a refund from PUBLIC, when no-one gets back to me. 

[TulameenA]

I'm trying to every hard to figure this out, I am currently using CHAT GPT to help me with this, because its very frustrating.  I have 6 SIM numbers, each kid has 2 - and when I first signed KID A up, I entered the first SIM number, however CHAT GPT has told me that I should have entered the second one.   In addition, CHAT GPT told me I have to phone ROGERS to have all the phones unlocked.   When I try to LOGIN to KID A's account to Switch the SIM I can't because it is asking me to authenticate via TEXT, but her phone is on SOS and not receiving TEXTS. 

[TulameenA]

Hi thank you - do you work for Public?    This is also the problem, I have to manage three emails and three accounts.  Yes, I used all of their email addresses - however I have only started on two, because it's a complete mess.   I submit tickets, but this is a nightmare submitting a ticket, waiting hours and it not being helpful.  This is a back and forth conversation.  I would really appreciate some support. 

[hTideGnow]

hi @TulameenA 

did you use different email addresses to subscribe your different acocunts? PM system is one email for one account.

sorry, PM support is all online, everything via message with them.   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