SIM cards not arrived

[Marissa2]

Hello, I ordered 2 SIM cards on May 2nd and they still haven’t arrived. @CS_Agent

[Handy1]

@Marissa2  

SIM. Card can take up to 3 weeks to arrive , if you need one sooner try calling local Telus Koodo stores for in person pick up .otherwise reach out to support for a status up date for when it shipped and when you can expect

• while your already here and logged in the community

• you can send a private message   To CS_Agents by clicking >>>>>>>>here.

[hTideGnow · Accepted solution]

HI @Marissa2 

there is an ongoing issue with sim card delivery

https://productioncommunity.publicmobile.ca/t5/Announcements/Ongoing-Issue-for-SIMS-purchased-prior-...

Please submit ticket with CS agent for delivery status:

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

[softech]

@Marissa2 

Sim card delivery from PM online could be as many as 3 weeks

However, since it has been over 10 business days, you can open ticket with PM support to confirm if they got the order and if the sim card is on the way.  They might offer to resend you another one or ask you to buy one form local Telus/Koodo/MobileKlink store and reimburse you the extra cost

1. Open ticket via Chatbot at: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

             Click "Yes, I'm a customer", then click "Sign In", once signed in, ignore the choices and type "Sim card order"
              Then click "Contact Us".  Finally click "Click here to submit a ticket ↗ " and you can open the ticket

2. Or if you have trouble with Chatbot, 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 the ticket is opened.  CS Agent will reply to you there

[Yummy]

Usual delivery time is 5-10 business days. Some customers experienced way longer delivery time.

Contact agent for replacement.

To Contact CSA-agent there are 2 methods:
https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent
Ticket has to be opened through chatbot - https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Having a ticket is preferred way to contact agent as they might respond faster then receiving personal mail.
If opening a ticket does not work very first time, contact agent directly.- Send a private message to the CSA - agent by clicking (Ctrl+) Here
Agent’s response is usually between 15 and 120 minutes with a ticket. Private messaging might take longer.
Watch for envelope in top right corner of Community page. It will show Number of unread emails.