No reply from CS agent

[richardsmile]

My god! Sent message to CS agent yesterday and this morning again, but received no reply at all!

Paid subscription last weekend and chose eSIM, but later was told by its agent that they actually has no eSIM service. So ordered physical SIM and received it yesterday. Now I want to activate it, and they don't reply! It's unimaginable they don't respond for such long time given the fact they do not offer phone call service either.

[Wdee]

You need a PM eSIM or a PM physical sim. You can’t use another provider’s sim. Aside from getting it from PM (cause it’s free for now), you can get one from Amazon or a Telus store in your area.

[Handy1]

@GladstoneHome  You don’t have to get the SIM card from PM you can order one from Amazon like @richardsmile did only $4.99 there right now . But it has to be a PM SIM card . Can’t be from another provider . You can also call around to local Telus Koodo store to pick one up too .

[richardsmile]

No, you need to order a Public Mobile SIM card from anywhere available. I chose Amazon.ca

[GladstoneHome]

I am not a techie - i thought i had to get a sim card from Public Mobile specifically.  I can use any Sim card?  Can i just pop one in from an old phone? (sorry to bother you, but you were kind enough to respond with an option i did not remotely consider!)

[richardsmile]

I ordered SIM card via Amazon for 2 day delivery. SIM card is not an issue, but the service of PM is a real concern.

[GladstoneHome]

I sympathize - similarly told my phone was esim compatible when it is not, and i can't even order a physical sim - the system keeps asking me to "activate" the esim which it then  says can't be activated!  Did manage to get hold of a person who tells me i need to "empty my cache" in order to order a sim card but that is not working.  So this is all making me think i need to pull myself and my kids off Public Mobile, despite fact that they have not had issues.  I want us all with the same company who will actually provide some bare standard of service

[Handy1]

@richardsmile  Ok so you will need to wait for support to reply back to you , they can sim swap the number for you to the physical sim you have on hand . Just keep an eye on your community inbox for a response. Also note it can take 2-4 hours to get a reply from them 

[richardsmile]

On either my PM app or on my web account, I was locked in eSIM activation without any other options. The screenshot you provided is not available to me after I logged into my account.

[golfball]

There can be a delay waiting for a response if they are busy. I believe you should be able to activate your SIM by signing in to your account.

[Handy1]

@richardsmile  If you can log into your account you can sim swap the number yourself in profile page 

SIM  SWAPPING  profile tabs

but if you can’t log in you will need to wait to hear back from support to help sim swap it for you but 

After submitting ticket keep an eye on your community inbox for their reply , or you can use this link to the community in box

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage