New Customer

[Jay007]

How can I join public mobile from a different carrier with the same number. I cannot find a number to call public mobile support.

[Jay007]

they are not even responding 

[hTideGnow]

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@Jay007 wrote:

I do no understand what you mean. only thing I want here is either you fix the issue or refund me. simple 

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HI @Jay007 

we are just customers like you in the Community

You really need to reply messages with CS agent to get your issues resolved

But PM is prepaid and no refund

If you need immediate help, with a call centre you can talk to , maybe PM does not have everything you are looking for. Check with Koodo or Telus as they have a full call centre support model

[Jay007]

I do no understand what you mean. only thing I want here is either you fix the issue or refund me. simple 

[hTideGnow]

HI @Jay007 

PM does not have a call centre. Even those with one, it is not abnormal that some people waited an hour just to talk to an agent

Which provider you try to port from?  You might want to reconsider if you need one with quick  immediate reply, PM certainly not one  You might want to check with Koodo or Telus instead

[Jay007]

we use cell phones for important things and I've been waiting for 2 hours 

[Jay007]

if there is no refund, this is a very bad way to treat a customer 

[hTideGnow]

HI @Jay007 

sorry, there is no refund here

Just give them a bit of time.  It is good that you got an initial reply, that means they are on your case

[Handy1]

@Jay007  They should reply very soon . Just need to keep eye on your community mail box . Your almost there we all be here to help walk you through it 

[Jay007]

all this have been done already please lets be realistic. I don't have all day. if this is not possible I can go back to the previous carrier and get a refund from pm

[Handy1]

@Jay007  They don’t respond as quickly as we do but they will reply again they just need you to first answer some verifications questions to get started 

[softech]

@Jay007 

no worry, it is now they stop reply, they will come back. 

[Jay007]

cs agent has stopped replying. this process is becoming very stressfull

[softech]

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@Jay007 wrote:

I have done this and no reply 

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@Jay007 

they will reply.  give them sometime.  And monitor your  inbox

[Handy1]

@Jay007  Yes , this is the effort your taking now to keep old number on new PM SIM . 

[hTideGnow]

HI @Jay007 

they don't reply instantly  🙂

probably within 2 hours.  Keep checking your community inbox for their reply

[Jay007]

I have done this and no reply 

[hTideGnow]

HI@Jay007 

 you need to submit ticket with CS agent. 

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

[softech]

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@Jay007 wrote:

when I scan the QR code it says I should contact pm

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@Jay007  that's good, you replied the porting text and just a problem with eSIM

what phone model is yours?

and please open ticket with PM support first:

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there

[Handy1]

@Jay007  So message support as advised and have them re provision the sim for you and you will be all good to go 

private message   To CS_Agents click          

VVVVV      Link below    VVVVV

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

[Jay007]

when I scan the QR code it says I should contact pm

[Jay007]

I replied to yes. now all I see is S0S

[hTideGnow]

HI @Jay007 

which old provider you were from?

your eSIM is not activating? what phone you have? iPhone? what model?

[softech]

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@Jay007 wrote:

I don't have an sim with my old provider

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@Jay007   so, you cannot receive text from your old provider? and you didn't reply YES to the porting authentication text?  If so, the porting would not go through

Confirm us with that and we can advise

[Jay007]

I am not from voodoo prepaid

[Handy1]

@Jay007  Well then just message support as PM requests 

private message   To CS_Agents click          

VVVVV      Link below    VVVVV

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

[Jay007]

I don't have an sim with my old provider

[Handy1]

@Jay007  Do you by any chance have eSIM with your old provider ? I’m curious if this is the reason or you have a iPhone that’s older then the iPhone XS 

Adding or your coming from Koodo pre paid @Jay007 

[Jay007]

it says I should contact pm for Esim activation

[softech]

@Jay007 

You can message support here directly:

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there

at the same time, you can try:

Did you get to the eSIM installation step?   Either the app will ask for your permission to do it for you automatically, or you will get a QR code to install yourself. 

If you missed the step, there is a QR code in your Welcome email.  Open it from a computer, or another device, then use your phone to scan it to install the eSIM profile on your phone

Once you installed the eSIM profile, (or If you got passed that step),  try to reboot your phone once.  

If it still does not connect and if you have any active sim on the phone , disable them (eSIM/Physica sim) or remove the physical sim.  Then click Reset All Networks on your phone and it will work.  (Please note that Reset all Networks will also erase your saved Wifi and Bluetoosh connections, but you just need to add them back after)

And a reminder, DO NOT try to install eSIM on another phone just to test.  Only install it on the phone you want to use it.  At the moment, once the eSIM is installed, it cannot be installed on another phone and PM cannot re-issue another one for used on another phone

[Handy1]

@Jay007  Are you using a iPhone XS or later anything before that is not eSIM compatible .but for support here the link 

message support directly
       

while your already here and logged in the community you can send a private message   To CS_Agents click          

VVVVV      Link below    VVVVV

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