Subscription not Activated and I am FRUSTRATED!

[Candy_013]

So I purchased a SIM card and a $40 plan. It took a week for the card to arrive, and I've been chatting with an agent because I wanted to make good use of the monthly plan but now it's mid-month and I am going away very soon. 

They won't offer me a refund in credit, which I was planning to use anyway to purchase a different plan.

So I decided to suck it up, and I tried to activate my sim card through the Public Mobile App.

I've got to step 6/6 of the activation and on the app, it says "Subscription not Activated. Something didn't go right while activating your subscription." 

I am so frustrated and I'm really regretting choosing Public Mobile for the poor communication and issues with activation. Can anyone help?

[maximum_gato]

@Candy_013 

Yay! Welcome to public mobile.....officially!

[Candy_013]

Thanks for the advice, I stuck around and made sure to respond quickly to the new agent that was assigned. They amended my plan, I purchased a cheaper one, and the rest was refunded as credit. Appreciate your help! 🙂

[maximum_gato]

@Candy_013 

Listen to @softech . Your end stage contact support and ask them to provision your Sim card and finish setting up your account. If your Sim card didn't  activate then start over.

[Candy_013]

Thanks for the link, I didn't know you could do this! Unfortunately they live chat agent directed me to privately messaging a CS Agent. So back to the drawing board.

[maximum_gato · Accepted solution]

@Candy_013 

Yes that happens...you have to dedicate a couple of hours to the community and once an agent responds be very attentive and prompt with your replies so they stay engaged with you. Agents handle numerous support requests at the same time. If they see you are present and engaged they will do the same but since they often wait hours or days or even weeks for a customer reply your customer service can be fractured.

Additionally if you turn to the community first before contacting an agent we can help figure out the issue and it's cause and often the fix. Even if you need an agent to fix it they may not have the experience to diagnose, troubleshoot and devise a solution. More commonly the customer has to tell the agent what to do.....that's how the community can really help we can tell you what's what and give you the confidence and terminology to use to get the agent to get it done.....in your case provisioning your Sim card to your account.

If you feel you are still getting the run around ask us the questions or tell us the actions the agent wants you to take or the info you are told that you doubt and we will give you the straight answers.

[Candy_013]

Thanks, I've been messaging CS Agents since Thursday, and every day I get switched to a new person. It is so frustrating!! There has been no solution offered by a CS Agent so far.

[gpixel]

@Candy_013 

I don't understand why you need a refund? you cannot purchase a sim card and a plan at the same time.... did you activate using an esim and then still purchased a physical sim? your post is not clear enough, please explain the whole process you went through in order starting from when you purchase the sim

[maximum_gato]

@Candy_013 

Well this can work in your favour. First don't worry....even though you have already paid your subscription plan doesn't start until you activate your Sim card so you haven't wasted any of your plan time. You will get a full 30 days of service....or maybe 29 depending on your activation issue.

Since you need to contact customer support you can always ask nicely if they will change the plan you originally signed up for to a different one. If they agree you will need to pay any difference in price up front.

Keep in mind if you signed up for the $40/30gb plan that was a promotional plan for new activations only and is no longer an in market offer. If you change from it you will not be able to get it back. If you wanted to change to the 90 day version of the same plan it may or may not be available for the CSA to switch you to....? It should not be an issue for the agent to change your plan to any of the current in market offers as you have not fully activated yet and therefore have not used any of your plan's service features.

[softech]

@Candy_013 

if you are at step 6 of 6 and it is a sim card activation issue, it is an easy fix.  it is just one of message to support and ask them to confirm the sim card provisioning.  Please don't give up yet, give it one more try

you probably know, but a reminder ,this is how to engage support:

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there

[Chalupa_Batman]

Hi @Candy_013 

I can imagine how frustrating it is coming to Public Mobile. You're not the first and you won't be the last.

Here is a link that may help with signing up.

https://services.telus.com/chat/publicmobile/chat-pm.html?portal=publicmobile&language=en

I myself recommend to use the app to sign up. I'm thinking that if you can, clear the cache app and try again. This should in theory work. If not, a CS Agent should be able to help.