New eSIM won’t activate

[ColeSc]

I bought a new to me google pixel phone, I’ve downloaded the app on it signed in to my account purchased a new ESIM got the notifications that it was installed. I can see it’s installed and I have it as the only active sim on this device. 

but it won’t connect to the network. 

and my old busted phone still has connection to the network. 

wondering when it’ll port to the new device or if this is a different issue 

[ColeSc]

Contact with an agent ? All they did was blame MY hardware when the phone worked with a public mobile eSIM for 3 years before yesterday 

[ColeSc]

What? No they haven’t. I’m the one who created this thread and my ticket is not resolved I’m actually not getting any answers about it. At this point you guys took my money for the month didn’t give me the service you advertised and now there’s no estimation of when my issue can get resolved. 

and the agent doesn’t seem to care at all 

[CSA_PM]

Hello @ ColeSc,

Thank you for your message. The original customer who opened this conversation has been in contact with an agent and their issue has already been resolved.

If you're experiencing a similar problem, please make sure to continue the conversation in your own ticket, as the assisting agent will be best positioned to help you directly. We appreciate your patience and understanding while the team works to resolve each case individually.

[ColeSc]

Yes they contacted me. Blamed my device for the issues and then when I sent a screenshot they said sorry there escalating the ticket

[hTideGnow]

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@ColeSc wrote:

last message I got was that there escalating my ticket and someone will reach out to me at an undesignated time no idea when it’ll be . Worst customer service experience I’ve had to be honest. 

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hi @ColeSc 

but @CSA_PM  said 

Thank you for the escalation! The customer is in contact with an agent.. 

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so, @CSA_PM or @CS_Agent , did you reach out to @ColeSc   ? 

[ColeSc]

Yeah customer service can’t help just wanted to share for others with the same issue, 

last message I got was that there escalating my ticket and someone will reach out to me at an undesignated time no idea when it’ll be . Worst customer service experience I’ve had to be honest. 

[hTideGnow]

hi @ColeSc 

did you post anything?  please repost

[ColeSc]

No errors at all sim installs fine.

It finds the network but says no connection emergency calls only. 

old broken phone still has the 5g connection

[hTideGnow]

hi @ColeSc 

what error you got when you buy a new esim and try to install? can you post the screenshot?

and if you go to the Sim Manager screen, what you see?. can you post screenshot as well?

[ColeSc]

I did yeah and the phone isn’t blacklisted. 

and it was using an eSIM fine before I got it. 

this seems more and more like an issue with PM that they just don’t know how to resolve 

[hTideGnow]

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@ColeSc wrote:

Nope they told me to buy another ESIM, that’s 5 now same issue still 

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hi @ColeSc 

tell CS_agent by reply them

but in your case, there is a high chance you need to change it back to physical sim card first

And also, check if your IMEI is blacklisted. You could have 2 IMEI, one for physical sim one for esim, check them both

https://www.devicecheck.ca/check-status-device-canada/

[ColeSc]

They told me to buy another eSIM and haven’t answered since. Just brushing me off at this point  

[hTideGnow]

hi @ColeSc 

CS_agent said they already replied, are you working with them now?

[ORNGNBLK]

@ColeSc  sounds like a porting issue. I will send you the number to call in a private message. 

[ColeSc]

And yes they are installed correctly before ya ask 

[ColeSc]

My eSIM won’t connect to any network. Recently got a new phone and the services never transferred even after buying 4 new esims. 

the services are still active on the old phone that doesn’t function anymore 

[ORNGNBLK]

@ColeSc  what phone do you have and where (approx) are you located? Maybe theres an outage, but i cant see one lasting 2 days. Maybe the community here can help you while you wait for reply from PM.  

is the full service down? no calls in or out?, no data (sounds like) and what about texts in/out?

[CSA_PM]

Thank you for the escalation! The customer is in contact with an agent.

[ColeSc]

Yeah I’m constantly checking to make sure I didn’t miss a message which is a bit of a pain because I have to stop what I’m doing and run over to the computer to get on wifi and check 

[ORNGNBLK]

@ColeSc  might be a dumb question, but have you checked you Community Mailbox for the reply? It will show up as a message indicator, and you should also get an email stating that reply was posted. 

[ColeSc]

Please don’t delete this post admins I’m looking for help, it’s incredibly frustrating to see my posts disappear a few min after asking for help 

[ColeSc]

Still waiting for an agent to respond. On the second day now. I’ve submitted multiple tickets and posted to the community twice. My most recent post was deleted within minutes.

unreal services have been down for two days and can’t get ahold of anyone 

[ColeSc]

How long does it take for them to respond to a ticket. 

4 tickets entered over the past two days and still no response. 

services haven’t been working this whole time and nobody will respond back 

[ColeSc]

Yeah I just cancelled the subscription anyway. No reason for this to drag on two days. 

[cellphoneuser1]

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@ColeSc wrote:

Ticket was submitted hours ago. No Response.. At this point I’ve bought another 3 eSIMs and the problem still persists. 

Everything is installed fine on my end. 

I’ve been charged for the esims every time so they have no problem charging the credit card but absolutely impossible to reach anyone in this company

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Response times can take be longer when they're busy.  Since it's night time, it might take until tomorrow to get an answer.

[ColeSc]

Ticket was submitted hours ago. No Response.. At this point I’ve bought another 3 eSIMs and the problem still persists. 

Everything is installed fine on my end. 

I’ve been charged for the esims every time so they have no problem charging the credit card but absolutely impossible to reach anyone in this company

[hTideGnow]

hi @ColeSc 

if the old esim/sim sitll working, then the new esim was not setup probably on the system.  You need to ask PM support agent to help.   Please submit a ticket with CS Agent using Chatbot here:       
            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  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