Not getting network - SOS

[Dakotagotto]

Having the same issue. Phone completely stopped working. Showing sos. No data, text or phone calls. Can’t receive verification texts to try getting a different sim. Doesn’t have an e sim offer to purchase another even though that’s what I’ve been using since January. Followed the instructions to reset network settings as that’s what the chatbot had suggested. Now it appears my e sim is gone completely. Might be forced to cancel subscription and go with a different carrier as you can’t get any answers and the chatbot “help” just talks you in circles never really serving any purpose. 

[CSA_PM]

Thank you for the escalation! The customer is in contact with an agent.

[softech]

@Dakotagotto 

I have escalated your ticket on your behalf.  PM support will reach out to your via Community inbox.  Please monitor here for their reply:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

(Since it is a bit late tonight, they might not reply you until tomorrow morning)

[Dakotagotto]

I sent a ticket in. Got a message two hours later. Replied to verify info. Hasn’t got back to me. Because this provider has this issue now and I work tomorrow I won’t be able to have a phone to at the very least tomorrow night. Since they don’t respond in a timely manner. 

I tried getting the e sim. Followed instructions. It just doesn’t appear as on option on the app for me. It shows on the web browser as option but just gives QR code to get app to get the e sim. Which it doesn’t show as an option. The customer service is horrific with pm. First experience needing it and it’s just dreadful. Can not get an answer more than instructions that don’t help. 

oddly enough I was actually referring a couple friends since I haven’t had much of an issue. Sent a referral code. Then the next morning had zero service and less help from customer service ai. Needless to say I had warned the people I was convincing to join. Can tell why it’s a lower cost 

[softech]

@Dakotagotto 

you don't have to leave

Get a free replacement eSIM.  If you see it charging you $5 , pay first and then message PM support to reimburse you, they will. 

To rebuy new eSIM for FREE, first, download the app on your phone and login. 
If you have problem with receiving 2FA code, click "Didn't Receive code" or "Resend code" and choose either Send email or Send voice message

Once logged in, Click Account from the bottom, then click Purchase SIM Card and select eSIM. 

Once it confirms your phone is eSIM compatible, click Pay $  and Install (the system will check and apply a $5 credit to bring the total price back to $0 at checkout), and follow the prompt to complete and purchase and install eSIM on your device
(in rare case that PM charges you for the replacement esim, you can submit a ticket with PM support and ask them for reimbursement)

In case you really cannot get the code and cannot buy esim or you need PM for further support, message them.   Private message CS Agent at: 
       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