Trouble activating public

[adamjfries]

I downloaded the app and I see the esim option appearing under my phone settings but I'm still not able to access data or texting or phone. My data setting says the public esim is not connected. I also transferred my number and it's unclear if it's complete. I know my number is no longer registered with my former provider. Please help. I have a Google pixel 7

[hTideGnow]

hi @adamjfries use this link to message support agent:

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

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage            

[slusagm]

you removed or disable old sim card/esim?

PM sim is enabled and set as Primary?  Reboot phone and reset network settings 

if you still unable to make it works, ask PM to check if the activation was done properly on the back end

 Simply open ticket with PM using Expert Messaging.  Click the Orange Chatbot icon on the lower right to start, or use this link  https://widget.telus.tiia.ai/libs/chatbot.html?botId=ZJkWuVb7Hp6EEcTIZKMZbvLwuDV&lang=en&toggle=fal...
 (For 2FA when login, you might need to use email to receive if you cannot receive the text on the phone.) 
 
PM will reply you via Expert Messaging   between 9AM-10PM EST (Mon-Sun)
(for help with Expert Messaging, check here: https://publicmobile.ca/en/get-help/articles/expert-messaging )  

[adamjfries]

Also I get this message:

"

We’ve noticed you have an active Public Mobile service and would like to confirm your full access

A 6 digit code associated with your EverSafe ID will be sent to your phone number. We will need you to confirm this number"

But when I try and confirm this action it fails to deliver a text to my phone. I've encountered this before with Meta trying to send text codes to me. Is this maybe a problem with my texting app? I use Google Messages. 

[hairbag1]

@adamjfries 

in cellphone settings, disable the esim from old network and set the Public Mobile esim as primary.

[hTideGnow]

hi @adamjfries 

Make sure you removed the old carrier sim card,  or if it the old carrier sim is esim, disable it from Sim Manager or Settings->Cellular

Then put the PM sim card in the phone, or if eSIM, you should be good 

Next,  go to Sim Manager or Settings->Cellular and check if PM sim is showing there.  Make sure the Public Mobile sim is enabled , or Turn on this line  option is toggled on.  Also, change the label to Primary

Reboot your phone and Reset network settings and test and confirm if all work or let us know of if any the following does not work: inbound and outbound calls, inbound and outbound text, mobile data.

if the sim not connecting, ask PM support agent to help.  You can actually open ticket right at My Account (or PM app) using the new Expert Messaging that just introduced today.  Submit ticket with Customer Support through Expert Messaging in one of these ways:

• My Account on a browser: click Message Centre on the left pane to "Start a Chat"
• Public Mobile App : Go to Support tab, click "Chat with an Agent", and "Start a chat"
  (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email" or Send Voice Message)     

If you cannot access My Account/PM app, use this link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
please use the same Community account login you are using now to login and submit ticket