Ordered a phone from the website

[Mitzi]

Hi, I ordered a phone on the website and it came with a free sim. Which I don't need. That was Feb 13th. I got the tracking for the sim card and it says it was delivered.??? I have not received an email or tracking or anything at all about my phone being shipped whatsoever. The Public Mobile website says it should deliver in 10 days. Where do I go to find my new paid for phone????

[hTideGnow]

HI @Mitzi ,  Thanks for reporting back and Glad it all sorted out.   Enjoy your new phone

[Mitzi]

Ah somebody was working on it...it has arrived today, yee ha! Thanks to everyone that had helpful comments.

[esjliv]

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@Mitzi wrote:

And still no phone no sim no answers no messages from any delivery services.

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@Mitzi  - Did you submit a ticket to CSA?Contact a Customer Support Agent (publicmobile.ca)

Submit another request/ticket. OR, respond to one you have in your Private Message Inbox regarding this.

[Mitzi]

And still no phone no sim no answers no messages from any delivery services.

[Mitzi]

Customer support is working on finding the package(s) I still don't know if it was 1 or 2. The tracking said the 1 item SIM and it was a 1lb package. I have a box #. So they didn't wait till the building was open, our P.O. mail lady is awesome. I have sent them a physical address, now I'm crossing my fingers that it arrives before the old phone really kicks the bucket. Thanks for all the tidbits of information that makes this a community.🤗

[esjliv]

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@Mitzi wrote:

Hi, I ordered a phone on the website and it came with a free sim. Which I don't need. That was Feb 13th. I got the tracking for the sim card and it says it was delivered.??? I have not received an email or tracking or anything at all about my phone being shipped whatsoever. The Public Mobile website says it should deliver in 10 days. Where do I go to find my new paid for phone????

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@Mitzi  - if your order for the phone (and free sim) was made at the same time, I would think these should be shipped together?

fyi, it is always good to have a spare SIM hanging around. If you ever lose your phone, or the phone/sim gets damaged then you have a new one to swap out the number on your account.

OR, you can refer a friend with and give them your SIM card for an activation.

I have a feeling the phone ordering process could have improved communications with the ordering process. 😑

[pkaraa]

You wrote that SIM tracking number said its delivered. Did you actually get it yet?

Normally there are two emails one with thankyou for your order and one later when they ship the phone.

Support agents can look further into your order, so open a ticket by clicking the bubble on the bottom right or by sending a direct msg to them at CS_Agent.

[BKNS27]

@Mitzi 

Contact a CS_Agent about the shipment and tracking number status.

[Mitzi]

They didn't even say it's on the way..like nobody even looked at the order...or it's backordered.. or anything about shipping a phone to me.

[hTideGnow]

Hi @Mitzi 

Please go ahead and send PM CS Agent the ticket. 

[Mitzi]

We didn't get tracking from anyone or even that Public Mobile has even considered sending it.

[BKNS27]

@Mitzi 

You better contact a CS_Agent and Canada Post/Courier about your phone order that you didn’t receive your phone order although the tracking indicated delivered by private message or SIMon chat and type in Create a Ticket on this page.

The CS_Agent and Canada Post/Courier will investigate. 
CS_Agent will blacklist the phone if the investigation is completed.

[hTideGnow · Accepted solution]

@Mitzi   Today is Feb 28 so it was almost 2 weeks.  It could come soon, but it is best to open ticket with PM support to confirm, in case it was shipped but lost

Please direct message them here:

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

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

(do not use Chatbot to open ticket, Chatbot has problem open CPO related tickets recently)