Switching from Koodo to PM

[Lyteforce]

Currently my wife & I have two lines on a Public Mobile account in her name. With the current CAN/US offer as inviting as it is, we decided we'd switch over to PM. I did a little digging and learned that each of us would need to have an account of our own with PM, so figured it would be easier to start the process with me first and her second (seeing as the Koodo account is in her name, we'd port her number last).

So... I went through the account sign-up process here in my browser, switched over to the app as it suggested I do, and once I got to step 6 (I think) received a "Subscription not activated" message and to submit a ticket (this has been done and I wait).

While I wait here to figure out what went askew, is there a better process to follow when switching my wife over? As the promo suggests it ends tomorrow, may need to get her signed up sooner than later to not miss out.

[Lyteforce]

I hear ya! I found the whole interaction around eSIM weird. I’ve used them before on this device and never had any issue.

Yet glad it’s all sorted. Don’t need to be worried about the “Welcome to the US” messages and immediate roaming fees just by living life here in the south side of Metro Vancouver.

[Sansan]

Thanks for the update glad it worked out. 

But the options are either Phyical or Esim, doesn't matter which one. As long as phone is compatible should've worked.  It's a preference to a choice. But....🙄.

[computergeek541]

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@Sansan wrote:

Process the same really. Only thing I would suggest is to do the whole thing on the app.

If you are transferring from a Koodo prepaid plan, you will need to select a new number and then send a private message to the below to complete the transfer to Public Mobile.

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

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@Sansan 

Please be dirrecting customers to submit all tickets through the chatbot or using the Public Mobile app.

[Lyteforce]

Update #3 - so it appears CS support and I have worked things out via the use of a physical SIM. While I still do not understand why my selection of eSIM halted the activation process, they were able to easily sort the port request once I provided the physical SIM card number. And as I mentioned earlier, they agreed to credit me for the cost of the physical SIM purchase, which I feel is very reasonable considering the current Public Mobile promotion. 😁

Based on my experience & the great feedback from everyone here, I think the process would've been smoother had I done the following:

1. Sign-up for Public Mobile and choose a physical SIM (or pick one up & hope for a credit).
2. Activate with a new number.
3. Once active, submit a request to transfer my number over from Koodo.
4. Profit (maybe, not really... but it's a four-step meme thing).

As to why things got all shmozzled, the latest CS support agent isn't entirely sure what went wrong beyond "things went wrong."

[Lyteforce]

Update #2 - since starting this activation saga yesterday, it was explained to me (via updated CS ticket replies) there is no way to "reset" the activation process and short of obtaining a physical SIM to continue, the only alternative to start over was to create a NEW account with an alternate email address & request a chargeback for the initial payment.

Thankfully, these new representatives understood that asking me to buy something that I could otherwise get for free (based on the current promo offer) made little sense & offered to credit me for the purchase of one. Seeing as me facilitating a chargeback was my only alternative, this offer seemed much more reasonable to me. I'm now waiting to see what their next steps are & will report back as things continue to unfold.

I appreciate everyone's help here so far - while the community-driven support model seems to be an odd business choice, y'all have provided far more information than I've received via "official" channels. Bravos to you all!

[Sansan]

Glad to help, this will be resolved soon. I'm thinking that the promotion will most likely be extended for another week. I've seen them do it just after the new year.🤞

[Lyteforce]

@Sansan - interesting the go-to seems to be physical SIM to solve the problem. Had I known this in the beginning, I would've gone with the physical SIM (especially as it was marked as $0 just like eSIM when I signed up). I have expressed this to the two agents that have replied, and will see where things go from there.

I really appreciate the insight you've provided (as well as others) in this thread. It's been much clearer & straightforward than most of the CS ticket replies I've received (I've had one very good one there).

[Sansan]

I have seen several people come back to report after messages to cs agents they were told to purchase physical SIM yes. They did say that did fix the issue. 

Not very many stores carry public mobile Sims anymore.  You would have to search and call ahead. Telus/Koodo locations in your area. 

Alot of people people have reported purchasing from Amazon and paying 4.99 with expres shipping. From the public mobile app,  it's around 10 business days to receive. 

[Lyteforce]

An update - despite having an iPhone 12 (and confirming compatibility with the IMEI), the support responses are of the belief that I cannot use an eSIM and are directing me to go an purchase a physical SIM to resolve my issue. Does this explanation line up with anyone? I've replied to advise I never received an eSIM voucher email, and reiterated the process seems to be stalled on the activation step (potentially related to porting), yet as they are done for the evening I'll have to wait until morning to move forward.

[Jedi1]

Just to clarify, Koodo Prepaid needs to be done manually.  Their postpaid accounts should transfer normally. 

[Sansan]

Once yours is added and you sign back into your account, you will see your referral code. You can enter your referral code on the payment page of her account when yours is completed. It will be on the main page. But if you miss it, again , no problem , just submit another ticket to have it added later.

[Lyteforce]

While I never received a text message to confirm the port, I'm of the thought I haven't made far enough in the process to even receive the text message - the "not activated" error happened within two minutes of me submitting the info & I can't imagine the turnaround to be that quick on a decline unless details weren't up to snuff.

Based on what I'm hearing from others, seems the switch from Koodo might be the issue - which I guess makes sense being that Koodo & PM are cousins and all.

[NDesai]

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@Lyteforce wrote:

Oooo... good call on the referral code @NDesai. I'm guessing that's something I can obtain once I get my account sorted out (presuming it does)?

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Yes, once things are sorted out, login to your self-serve account and go to Rewards section to see your referral code. 

[BKNS27]

@Lyteforce 

It seems you did everything right by porting the secondary account first but did you reply to the text with YES confirming you are porting over to PM?

It would have gone smoother if you activated the SIM and done everything from the app from step 1.

[Lyteforce]

Oooo... good call on the referral code @NDesai. I'm guessing that's something I can obtain once I get my account sorted out (presuming it does)?

[Sansan]

Your gut was correct!! But no harm done, just takes a little longer. 

[Chalupa_Batman]

Hello @Lyteforce 

I would of course take full advantage of this $34 offer. It's awesome.

If porting over from Koodo, this has to be done through a CS Agent. 

To submit a ticket, start with the chatbot at the bottom right corner.

Or the following link: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

To sign up with Public Mobile you need to use the app.

How to sign up with Public Mobile

So, you've already submitted a ticket, now it's just a waiting game.

[Lyteforce]

Appreciate that info @Sansan - my gut was telling me to select a new "temporary" number first and then trigger the port, yet with the option to transfer in the app... figured it would be "easier" to go that route. Guess not, eh?

[will13am]

@Lyteforce , the activation process can be a bit clunky, if you start with the browser and finish with the app, make sure to use incognito mode.  As already suggested using the app from beginning to end might be better.  Make sure to enable location permission on the app as that is used to populate your address.   

[NDesai]

@Lyteforce It's always a good idea to activate an account with a new temporary number. Once every goes well, you can request to port in your number directly from your self-serve account. To better manage accounts and keep things in the same email account, you can use the Gmail . (dot) trick. Also, don't forget to use your referral code when you activate a second line. 

[Sansan]

Process the same really. Only thing I would suggest is to do the whole thing on the app.

If you are transferring from a Koodo prepaid plan, you will need to select a new number and then send a private message to the below to complete the transfer to Public Mobile.

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