SIM not provisioned MM2

[Thebenbe]

what is this? I just tried to sign up but it will not send a confirmation to my new phone number cause it won't register with my phone. Is this website a scam? I'll be filing a chargeback if I don't get a prompt response!!! Very bad service, steal my money and leave me with nothing !

[Thebenbe]

I believe it is a system issue due to maintenance, there's some others having the same issue in the "scheduled maintenance" thread although one of them seems quite angry. I've been advised to try again tomorrow and I will take that advice for now 🙂

[Dunkman]

@Thebenbe 

Be patient. CSA usually will respond. Which model phone are you using?

If CSA can't help, then you may need to ask for a refund and use another carrier.  

[Thebenbe]

I have explained it but haven't heard back from him in a while now, he seems to have logged off.. I said the same thing about a new eSIM it's clearly an issue with their system I don't see why he'd be unable to issue a new one?? It's all very confusing to me 😞

[Dunkman]

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@Thebenbe wrote:

He is unable to help me it seems they will not issue a new eSIM and want me to get a regular one but I can't do that as I need my regular one.. I'm really confused by that sort of response from a customer service representative, do you have any advice?

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@Thebenbe 

Maybe try to explain to the CSA agent that you need your physical SIM slot for another carrier.  Can they issue a new eSIM for public mobile?  Otherwise, you can't use PM service....

[Handy1]

@Thebenbe  Ahh gotcha , not  scam but unfortunately some phones  not compatible with eSIM with public mobile and the customers need to use physical sim . So unless you were willing to get a new phone but that’s not practical. And since you can only use eSIM id just ask support for refund since you can’t activate the service 

[Thebenbe]

No I don't have that option as it is from Australia, are eSIM issues common with public mobile then? I don't understand why they can't just generate a new eSIM for me? the whole thing feels a bit like a scam at this point 😔 

[Handy1]

@Thebenbe  Can you use eSIM for your other account and use physical sim public mobile perhaps 

[Thebenbe]

He is unable to help me it seems they will not issue a new eSIM and want me to get a regular one but I can't do that as I need my regular one.. I'm really confused by that sort of response from a customer service representative, do you have any advice?

[Thebenbe]

I followed the link in the email to activate the esim, not the QR code, perhaps that is where I went wrong. A guy from customer support has gotten in touch with me hopefully we can fix it together 🙏 

[Dunkman]

@Thebenbe 

Did you scan the QR code in the email?  

If you did and things are not working properly, then unfortunately, you will need to wait for CSA help. 

[Thebenbe]

Yes I received the email and its in my carrier settings, but instead of showing a phone number it says "unknown number" I have deactivated my other esim already, so far no success. When I clicked on that activation email you speak of and got prompted to download the App and select a phone number, is when everything seemed to have crashed for me

[Dunkman]

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@Thebenbe wrote:

Yes so I went to activate an eSIM, but I believe it was at the tail end of their scheduled maintenance as the website still had the banner up, I was able to process payment (obviously) but when it asked me to finalize the account, download their app, and log in, I got stuck at the step where they are supposed to send a confirmation text to your phone to log you in. My phone does not recognize a phone number associated with the eSIM. And my phone gives that message of sim not provisioned or whatever, and is giving me a "no signal" sign 90% of the time, occasially it showed some bars but disappeared quickly, and no "4g,LTE" etc just the bars and no mobile data or messaging capability whatsoever. I'm surprised I was even able to log into here, I'm in my email browser, as my Web browser and their app will not let me log in. Any suggestions? I've tried restarting many times

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@Thebenbe 

Did you get an email from Public mobile with a QR code for eSIM?  

https://productioncommunity.publicmobile.ca/t5/Get-Support/Important-Update-eSIM-QR-Code-Now-Include...

When you check your phone settings?  Do you see the PM eSIM in your carrier settings?  Do have any other physical or eSIMs in your phone right now from other carriers?  If so, remove the physical SIM card or inactivate any old eSIM. 

[Thebenbe]

Yes so I went to activate an eSIM, but I believe it was at the tail end of their scheduled maintenance as the website still had the banner up, I was able to process payment (obviously) but when it asked me to finalize the account, download their app, and log in, I got stuck at the step where they are supposed to send a confirmation text to your phone to log you in. My phone does not recognize a phone number associated with the eSIM. And my phone gives that message of sim not provisioned or whatever, and is giving me a "no signal" sign 90% of the time, occasially it showed some bars but disappeared quickly, and no "4g,LTE" etc just the bars and no mobile data or messaging capability whatsoever. I'm surprised I was even able to log into here, I'm in my email browser, as my Web browser and their app will not let me log in. Any suggestions? I've tried restarting many times

[Thebenbe]

You are an amazing person, such luck you were online at the same time as me. I will organize my way to my accommodation first then and deal with connectivity issues after. Bless your heart ❤️ 

[Dunkman]

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@Thebenbe wrote:

Thank you so much for that link, I could NOT find any link like this through the website and I've been trying to navigate around all the AI and automated messages here for about 45 minutes now maybe I'm getting old, I'm sitting outside the airport terminal in the cold, do you know if they are fast to reply?

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@Thebenbe 

Usually takes 1-2 hours for customer service agent to respond. 

As you wait, maybe we can help troubleshoot your account.  Community members are customers like yourself, but having more experience and sometimes are able to help without CSA involvement. 

More details of your situation would be helpful.  

Did you active an eSIM?  physical SIM card?  Did you use the Public mobile app?  

[Handy1]

@Thebenbe  They usually reply with in 2-4 hours some times quicker , but 

   After submitting ticket keep an eye on your community inbox for their reply , or you can use this link to the community in box

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[Thebenbe]

Thank you so much for that link, I could NOT find any link like this through the website and I've been trying to navigate around all the AI and automated messages here for about 45 minutes now maybe I'm getting old, I'm sitting outside the airport terminal in the cold, do you know if they are fast to reply?

[Handy1]

@Thebenbe  before you do that try and talk to support for help 

send  a  private message   To CS_Agent

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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