Network upgrade

[diggerleem]

I was recently told my brand new iPhone isn't compatible according to its IMEI. Is that likely an error?

[CSA_PM]

We appreciate your escalation. An agent is already assisting the customer and will ensure they receive the support they need.

[CSA_PM]

We appreciate your escalation. An agent is already assisting the customer and will ensure they receive the support they need.

[diggerleem]

Confirmed! Both IMEI and IMEI2 numbers showing success on device check

[hTideGnow]

hi @diggerleem 

confirm if your phone is clean.  it should have 2 IMEI, please check both

https://www.devicecheck.ca/check-status-device-canada/

[diggerleem]

I have a brand new iPhone 17 Pro Max which is eSIM only not compatible with the PM network due to its IMEI number. When I try to buy a plan I am stuck in pre-activation and it fails with an unclear error message in the app. Using a web browser, I get a more descriptive error message M.8702 that my payment was successful but the plan cannot be created.


None of the error messages mention the IMEI number is an issue, using the checker it says I am compatible according to the IMEI number. But regardless support will not budge on this issue and say I need to get a compatible device to use PM.

Is the iPhone 17 really not compatible with the PM network? Any way I can move forward here.

[diggerleem]

I also have this issue and it is unresolved.

[diggerleem]

It is an iPhone 17 Pro Max

[hTideGnow]

hi @diggerleem 

what model of iPhone?

[diggerleem]

Unfortunately they are not letting me open another ticket and saying this: 

"The IMEI can't be changed for our website. Please change to a compatible device or please try to switch to Koodo/TELUS if your device is compatible with them
Best regards,

Maria, CS Agent"

[diggerleem]

Unfortunately they are holding their ground and telling me that I cannot open another ticket with the same problem. It is a brand new iPhone and IMEI is not in the database. I do not know if it could be due to my postal code in Newfoundland.

[Yummy]

WHO told you that???

If you are checking IMEI at PM site be aware that their public database is NOT correct. To be 100% sure talk to agent and let them check against their internal database.

[hTideGnow]

hi @diggerleem 

no worries, all new iPhones are compatible.    you can talk to PM agent and make sure they have your account marked with the correct device and won't charge you the $5 legacy network fees.

submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Ticket", Then click the following in order: "Account Management" , "Log In".  
             (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")         
If any issue with ticket submission, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage