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Laur83 · Monday

Hi,

Yesterday I paid for a plan on an esim (I did the PM esim compatibility check and it approved, plus I've used one before on this phone). at the 6th step of activation, it errored and kicked me out. It did not install the esim. and now I cannot log in.

On the app it returns me to log in screen each time I try to log in. On browser it returns "forbidden AI". Caches are cleared and phone has been rebooted multiple times. I can't seem to log in no matter what I do.

The CS agent keeps asking me for the esim number, which I don't believe I can provide, as it didn't install. The CS agent is then telling me I have to have a physical sim if no esim is present. I am not in a position to get a sim card, nor do I want one (I paid for an esim, partly why I got this service).

At this point, as I see it, I really just want to cancel and get my money back. I don't believe the service was fulfilled, yet they've taken my money. This is just not worth the hassle with plenty of other options out there.

I don't even know how I am able to cancel or request a refund, as I can't log in to my account.

My husband bought the same esim/plan package 2 days prior and installed his and it's up and running. We did this together and I've gotten the above result.. so we don't think we've missed any steps.

any help would be greatly appreciated!

hTideGnow · Monday

HI @Laur83

if you check the Sim Manager or Setting->Cellular screen, is the Public Mobile esim already there?

if not, I think you might really need to get a physical sim card first (Pm will pay for it) and get it activate first, then you can change it back to esim after the account is setup

Laur83 · Monday

hey @EHTI ,

I'm to a point where I've messaged them 20something times now. we are going in circles.
I will likely start a new ticket asking for a refund directly in order for them to actually address that request.

Laur83 · Monday

Hi,

I've put in 2 tickets, and been on with 3 different agents, for about 12 hours now of back and forth.

They are simply sending me the same messages over and over again, telling me I need to get a physical sim.

Asking for a refund never gets a response (maybe I have to make a separate ticket.. but I was hoping to keep it all in one as the refund request is due to this problem, not because I just want a refund).