When will I get my SIM card?

[CanadianEhngel]

I ordered a new SIM for my phone, the order says it would take 5-10 business days. It's been 14 business days and I still haven't received it. When can I expect to receive the sim card? I haven't been able to use my phone at all without the card, such a waste of money. 

[softech]

@CanadianEhngel  5 weeks is too many, likely lost

Instead of letting them to resend and card and wait another week at least, consider ask them to refund the transaction as it is their fault and you re-buy it yourself locally at Telus or Koodo stores in your area

[CanadianEhngel]

It's been 5 weeks so far. I'll open a ticket, thank you

[hTideGnow]

Hi @HALIMACS   Even send through  🐌mail will arrive in 2 weeks  🙂

[HALIMACS]

Frankly, @esjliv , I have difficulty believing that Public Mobile fulfils (meaning, processes payment, get's a SIM card off the shelf, places the SIM card in an envelope, and takes that envelope to the mailbox) is always done within a day or two.

I'm guessing by the sheer number of customers who say they've waited 15+ days, that the problems lie with BOTH Public Mobile's turnaround and Canada Posts delivery standards.

OR - we can just blame everything on the weather, cause snow is a relatively new thing in Canada, right?

🤣🤣🤣

[esjliv]

Very true @HALIMACS .

Canada Post states:

Regular mail within Canada

The delivery standard for regular mail sent inside Canada is:

• Two business days for local mail
• Three business days within the province
• Four days for national mail

These time frames are not guaranteed, as weather and mail volume can affect delivery.

Is this accurate on Canada Post's end? Maybe, for the most part. The disclaimer of the last line helps with their possibility of a delay. 

PM tags on extra days (10 working days); so it should realistically be successful. But many factors to go well to do so.

[HALIMACS]

@CanadianEhngel 

i do find it amusing that Public Mobile (or any other company for that matter), would state a service delivery time-frame for a business they have ZERO control over.

All they can control is how long it takes them to fulfil the order and place it in the mail.

From there, it's all Canada Post.

[esjliv]

@CanadianEhngel 

You may purchase a SIM in retail (see below), if there is one near you. And let CSA know you had to buy one instore and like that cost credited to you My Account balance...doesn't hurt to ask.

Then if the SIM does come in via Canada Post letter mail, keep it as an extra or give it away for a referral.

• Check out which retail partner is closest to you

[hTideGnow]

HI @CanadianEhngel   

It can take up to 3 weeks for delivery as they only ship  out via Canada post.  No tracking 😞

If you need one quickly, get one from Telus or Koodo store around you, then open ticket with PM support and check if they willing to reimburse the extra cost

[Handy1]

@CanadianEhngel  can take up to 3 weeks if you need one sooner try local Telus Koodo stores for in person pick up or you can ask support for status up date see when  It shipped and when to expect it 

Getting support / submit ticket

• Get support by starting a conversation with virtual Chat box /SIMon. Click here                 

Or while your already here and logged in the community

• you can send a private message   To CS_Agents by clicking here.

  Watch for reply top of page to the

   Right ( envelope image )

[softech · Accepted solution]

@CanadianEhngel 

Sim card delivery could be as many as 3 weeks.  So, yours should come tomorrow or next week the latest

However, since it has been over 10 business day,  you can open ticket with PM support to confirm if they got the order and if the sim card is on the way

1. Please open ticket via Chatbot (need access to My Account): At https://publicmobile.ca/chatbot.

Start by typing "Sim card order", then click "Contact Us",  then click "Click here to submit a ticket ↗" 

2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at: 

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

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

[hairbag1]

@CanadianEhngel 

please allow up to 3 weeks for delivery.