Old provider cut off, public service not connected

[Claribari]

I’m a new subscriber as of a few hours ago and I cannot for the life of me get my phone to work .it’s cut off my old phone provider and Public is not working. I cannot believe that there isn’t any phone number I can call. I’m supremely frustrated can someone help?

[Claribari]

I did but when I try to use the QR code it says it’s no longer active. 

[softech]

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@Claribari wrote:

Thanks, except as soon as I realized it was installing on my phone I stopped the process and had the option to remove from my phone. So now I need PM to resend an activation. When I try to activate through my daughters PM app it just keeps spinning and saying activating but never finishes. 

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@Claribari 

I guess you never receive the Welcome email with the esim QR code?  In this case , you have no choice but to ask support to help.  I hope you opened ticket already.  Let us know how it goes

[Claribari]

Thanks, except as soon as I realized it was installing on my phone I stopped the process and had the option to remove from my phone. So now I need PM to resend an activation. When I try to activate through my daughters PM app it just keeps spinning and saying activating but never finishes. 

[softech]

hi @Claribari 

you have installed the eSIM on your phone and not her.  But you can use the eSIM for now if the eSIM works on your phone and get things right again 

What you can do now is to install PM app on your daughter phone. Then login the app there. The 2FA code will send to your phone with your daughter's PM eSIM. Use the code to login the PM app on your daughter's phone.. Then go to Account page and select Buy Sim Card and choose eSIM.  The app will then install the new eSIM on your daughter's phone. Reboot it and it should work (the PM esim that installed on your own phone will no longer work once the new eSIM starts  to work)

Of course, if the eSIM that was installed on your phone does not work properly, then you will need to ask support to help.  Maybe they can help to generate a new eSIM QR code to install on your daughter's phone or they might ask you to get a physical sim instead.  Message them and ask

 https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there      

[Chalupa_Batman]

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@Claribari wrote:

It doesn’t even show up as an option on her phone 

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What phone does she have? Does it even have eSIM abilities?

[Chalupa_Batman]

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@Claribari wrote:

Yes the app tried to install the eSIM on mine not hers 

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You are going to have to reach out to a CS Agent now to resolve it. You will have to install the app on her phone.

Here's how to reach a CS Agent.

To submit a ticket with CS Agent using this Chatbot link

https://widget.telus.tiia.ai/publicmobile/publicmobile.html 

Type Customer Service and follow the prompts. If you are having any issues, here is a direct link by sending a private message

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

[Claribari]

It doesn’t even show up as an option on her phone 

[Claribari]

Yes the app tried to install the eSIM on mine not hers 

[hTideGnow]

hi @Claribari 

you try to set up the account for your daughter?  did you install the PM app and start the subscription on her phone or yours?

the app would try to install the esim for you on the phone your PM app installed on, I hope you installed the PM app on your daughter's phone

[Chalupa_Batman]

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@Claribari wrote:

I opted for the eSIM. It said not to remove the old sim. It sent the activation through to my phone but it was my daughter’s number I was trying to set up on her phone. I entered my number only as a back up number it asked for at the end 

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OK. Then go into your eSIM settings and make sure that the Public Mobile eSIM is set as your Primary number. 

[Claribari]

I opted for the eSIM. It said not to remove the old sim. It sent the activation through to my phone but it was my daughter’s number I was trying to set up on her phone. I entered my number only as a back up number it asked for at the end 

[Chalupa_Batman]

Hey @Claribari 

Did you confirm your old providers SIM card is no longer working? Also, have you tried to reboot? And finally, have you tried your SIM card in a different phone? Sometimes a SIM card needs to be reprovisioned and by placing it into another cellphone "wakes it up" sort of speak.

If that doesn't work, I can send you a number to call to get help with porting.