No service still

[xsparky]

Hi,

Tried to sign up for the $29.00 plan. All went well until the eSIM stage where we got error 404 repeatedly, even though the site said our phone was eSim compatible. 
During the process we cancelled out previous Telus number thinking it was necessary to bring over our cell number.
Anyway we can not log into our account now to do anything as the EverSafe security keeps trying to text us and we have no service now. I am sending tickets and information for my account on her behalf. 
We have sent two  tickets into customer service with no reply. It’s Friday Dec 1st now. 
We have also now purchased a physical sim thinking this might help. 
We are not sure what to do now as we DO NOT want to loose our previous number. They have taken our payment, no problem. But no communication. 
This whole process was from my recommendation to my friend’s Mom, who is a senior. 
If this happens to get resolved, I WILL BE sending a complaint into the CRTC and to TELUS as they own Public Mobile indirectly. 
This is UNACCEPTABLE on a huge scale affecting people’s safety and well being who rely on their cell service. Especially seniors.  
Any suggestions??

[Phil_Adelphus]

@xsparky   Customer service will reply either at the envelope icon top right or at a drop down under your avatar.  The latter sometimes gets missed because there's no obvious indication that there are messages waiting.  

It probably wasn't a good idea to cancel your Telus service before the port was done, the previous provider account needs to be active for porting.  Since it is all Telus perhaps that can be worked around.

[xsparky]

We haven’t tried to reinstall the app but will. We also can not get past EverSafe as it tries to text us the code you need to get into your account. Stuck in a loop. 
Also QR code seems to be expired or not working. 
Thanks….

[hTideGnow]

Hi @xsparky 

you tried uninstall the app and then reinstall and try login?

did you get the Welcome email? There is a QR code there an you can manually install it

And,  submit ticket with CS agent first, 
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[softech]

@xsparky 

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

If you missed the step to install by the app, 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 eSIM installation step), try to reboot your phone once.  

If it still does not connect and if you have another active sim on the phone, disable those non PM sim (eSIM/Physical sim) using the SIM Manager on the phone or simply remove the physical sim.  

And make sure the one associated with PM sim and your phone number is enabled.
(On iPhone: Settings->Cellular , make sure the PM eSIM is set as Primary on "Cellular Plan Label" and "Turn on This Line" is toggled on)

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 Bluetooth connections, but you just need to add them back after). Also, it is possible you have to reset it multiple times for it to work.

if it still does not work, please open ticket with PM support

               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