Unable to complete eSIM activation, no support access, requesting refund

[regression]

I purchased a Public Mobile subscription but was never able to complete activation. I did not receive the activation email containing the eSIM QR code, so I could not install the eSIM. When I reached out via chat, I was told the app was required to complete registration, but I cannot download the app.

I have not been able to reach support sincem the chat widget will not load on my end, and there is no phone or email support available.

I was charged for this subscription but never received working service. I am requesting a refund.

@CS_Agent

[slusagm]

@regression 

Simply open ticket with PM using Expert Messaging. Click the Orange Chatbot icon on the lower right to start, or use this link https://expert-messaging.publicmobile.ca/guest/chat/

 (Use your Community account to login. For 2FA, 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 )  

[regression]

your link redirects to https://www.publicmobile.ca/en/get-help

[slusagm]

@CSA_PM 

The widget link is old. 

[CSA_PM]

@regression 

Please use this link to the Public Mobile Chatbot, which will direct you to create a trackable ticket.
https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en 

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

[slusagm]

@regression before you trt to escalate, can you post what you see when you try to create ticket? 

[regression]

Thanks hTideGnow

@CS_Agent

Thanks for the troubleshooting suggestions, but the app is not an option for me right now, so I can’t complete Step 6 or install the eSIM that way. Public Mobile’s own materials state that activation can be completed via the emailed eSIM QR code without the app, but I never received that email, so I have no path to activation.

To summarize where this leaves me:

• No activation email/QR code received

• App-based activation is not accessible to me

• Chat widget won’t load, so I can’t reach support directly

• No phone or email support option exists

I’ve paid for a service I have never been able to activate or use. Since there is no working path left for me to complete activation, I’m requesting a full refund of the charge. Please advise on how to process this, or have an agent contact me directly to resolve it.

If this isn’t resolved promptly, I intend to escalate to the Commission for Complaints for Telecom-television Services (CCTS).

[hTideGnow]

hi @regression did you use the PM app and complete the subscription at Step 6?

if you used the app, it would have installed the eSIM on your phone already 

Make sure you removed  the old carrier sim card,  or if it the old carrier sim is an 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.   Please submit a ticket here using the same Community login credentials you are using now:   https://expert-messaging.publicmobile.ca/guest/chat/
          Once you started the Chat, type "Submit Ticket", then "Connect Agent", and it will ask you to login to open ticket
          (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email" or "Send Voice Message")   

Remember CS_agent will reply within 2 to 4 hours.  You will be notified via SMS/email or monitor here:
https://expert-messaging.publicmobile.ca

[Socrates8567]

To download the official Public Mobile application, your device must be configured to either the Canadian Apple App Store or the Canadian Google Play Store. We strongly advise against sideloading the application from third-party sources, as this poses significant security risks, including potential malware exposure. If you encounter any technical difficulties during this process, please reach out to a customer care representative through this link for further assistance.

 https://expert-messaging.publicmobile.ca/guest/chat/

[porcupine]

You need to download the app too complete the activation