01-04-2024 05:31 PM
Hello,
I have had an issue from the very beginning which hasn't been answer in over a week. I signed up for public mobile service, it said my phone was esim compatible but when completing activation it says it isn't compatible. I have sent 4 DM's to CS Support with no response and some responses from the community which are great. But at this point I might take my business elsewhere, how can I go abouts getting my refund?
Thanks
01-05-2024 10:10 AM
Here is a bit of an update, my son is helping me. He logged into his public mobile account and messaged the CS Agent. They can't find my username, service tickets, or DM's sent haha. Will update later today
Thanks again for your help
01-04-2024 06:27 PM
so they need more agents lol
01-04-2024 06:26 PM
@Simon_245 wrote:I sure hope so, why couldn't you community posters be the agents lol
LoL @Simon_245
reason is that agent got full time paid, we only got "paid" $1/2/5/10 or 15 max 🙂
01-04-2024 06:23 PM
I sure hope so, why couldn't you community posters be the agents lol
01-04-2024 06:23 PM
fingers crossed haha
01-04-2024 06:22 PM
HI @Simon_245
give us good news later tonight 🙂
honest, if no reply by tomorrow morning, message them once agian
@CS_Agent Please check your inbox for @Simon_245 's message
01-04-2024 06:21 PM
@Simon_245 I have faith you will get reply , keep us updated .
01-04-2024 06:20 PM
Just sent in another ticket, hopefully they get it
01-04-2024 06:17 PM
@Simon_245 if the last ticket you submitted was more then 48 hours ago I would try one more time to submit ticket
send a private message To CS_Agents
⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
01-04-2024 06:16 PM
@Simon_245 wrote:I used the app for sign up and activation
HI @Simon_245
then please message them again.
Agent has been replying my questions fast this year (2024), I guess just somehow your ticket/message as lost. Please message them again
01-04-2024 06:16 PM
I sent in 2 DM's on Friday as well as a Ticket on Friday, then sent another ticket Tuesday.
01-04-2024 06:15 PM
I used the app for sign up and activation
01-04-2024 06:14 PM
yes there are no messages at all in my inbox
01-04-2024 05:42 PM
true @HALIMACS
OP cannot login, he cannot make the change himself
in fact, it sounds like the activation was not completed as OP said he see " resume activation" after login
@Simon_245 , did you use the app to complete the activation? or you have been only using the browser?
01-04-2024 05:40 PM
@Simon_245 When’s the last time you submit ticket ?
01-04-2024 05:40 PM
HI @Simon_245
did you check your community inbox for agent's reply? I opened ticket with PM last couple days and they all replied and done on the same day.
Please check: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage
if really no reply, please send another message to agent using direct message. https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
01-04-2024 05:40 PM
I don't think that'll work @Handy1 if the e-SIM is not even associated with the account as of yet.
I believe the OP is trying to get the physical SIM card to be associated with the account, which seems like the best option for them at this time.
01-04-2024 05:39 PM
no I cannot, the only thing I can click on is resume activation and when I click that it says esim not compatible
01-04-2024 05:38 PM
@Simon_245 Can you log into your account ? If you can in profile page you can do this
SIM SWAPPING profile tabs
Note only do this on lap top or computer/ not mobile device
01-04-2024 05:38 PM
Yes I've been checking a few times every day, and I know some of the community members have said its been busy but a week is a bit ridiculous
01-04-2024 05:36 PM
That's completely unacceptable @Simon_245 - though I've heard that they are 'very busy' recently.
Still, you shouldn't be waiting any longer than 24 hours for a response.
To be certain, you are checking the inbox on your private messages, correct?
01-04-2024 05:36 PM
Yes I have the physical sim in hand, but someone needs to swap my account from esim to physical sim which I have been waiting for over a week
01-04-2024 05:35 PM
Thanks @HALIMACS I guess my main issue is its been over a week and not a single response from my original issue with the sim
01-04-2024 05:34 PM
@Simon_245 So you already submitted a ticket check your community inbox for their reply or use this link to the community in box
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage
if no reply you should submit another ticket
send a private message To CS_Agents
⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
01-04-2024 05:32 PM - edited 01-04-2024 05:34 PM
The only way, other than doing a chargeback on your payment card, is through the Customer Support Agents.
To contact a Customer Support Agent, send a private message to them by clicking here. You’ll need to be logged into your Community account for the link to work.
Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar, or tap your Avatar down in Messages.
EDIT: another option is to get a physical SIM card if your device has a SIM slot. You can pick one up at a corporate TELUS or Koodo location.