No CS reply, Can’t activate account , says eSIM not installed

[Asaad]

Hello I require help to activate before my freedom mobile plan renews I sent in a ticket yesterday but no one has replied.

says “eSIM not installed”

- tried on 2 iPhones and 1 android, same message

- tried new number option and transfer number option, same message

- a different account worked on 1 iPhone so it’s not on my end maybe CS needs to fix IMEI number on their end

- no QR code in email

Can someone please look into this? I just want to transfer the number before my Freedom mobile plan renews I can’t wait any longer

thanks

[richardsmile]

That's absurd! Will they refund you what you have paid or you will lose what you have paid? I have filed complaint at https://www.ccts-cprst.ca/for-consumers/complaints/complaint-form/

[Asaad · Accepted solution]

After talking with Alex, here is what i gather.

1. eSim activate problem can't be fixed by Public Mobile.

2. I need to pay for another esim / sim and make another account and try again

3. The solution is for me to pay and try agian.

Useless.

[✅ .... Luddite  Yep if eSIM fails to install you must purchase again and request a refund]

[richardsmile]

when did they reply you?

[Asaad]

I am getting a ridiculous answer by CS asking me if i have a Public Mobile account. I do have one, and i can't access my account number since...... well......... i can't activate my eSim via login of the account.
So.... stuck in a loop here, can't activate account due to Esim error, can't transfer number in due to no access to login page.....
It seems a different solution is needed here. 

[richardsmile]

I got no reply from its customer service since yesterday. 

[Asaad]

Is there a live chat human agent that can fix this on the public mobile backend? These are just tickets, live chat is just a chatbot. It doesn't seem like an issue with my phone because i tried activating on 3 different phones....

[will13am]

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@Asaad wrote:

I have already submitted a ticket yesterday with no reply, also I have tried both account number and IMEI options 

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Did you receive a PM in your inbox with ticket number?  If not you can reach out to support directly using this link.  Using the ticketing system is encouraged as there is tracking.  

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

[BKNS27]

@Asaad 

It sounds like you did everything correctly so you will just wait for an agent to reply back on your ticket.

[Asaad]

I have already submitted a ticket yesterday with no reply, also I have tried both account number and IMEI options 

[Asaad]

There is no support it says agent not available, I have tried this already that’s why I am posting here 

[will13am]

@Asaad , it is always best to use account number instead of IMEI.  In any event, if you need to contact support, use the chat link in the lower right corner of this web page to initiate a support ticket.