eSIM Activation Failed – Four Days Without Service, Unable to Get Help from Support

[VincentZhy3]

I want to share my experience in case others are facing a similar issue and to ask for advice:

• I recently activated a new Public Mobile account and chose an eSIM.
• During activation, my device was successfully verified as eSIM-compatible within the Public Mobile app.
• The eSIM download failed midway and no usable profile was installed.
• I tried multiple times using the QR code provided in the activation email, but it now shows as expired.
• I cannot receive SMS or verification codes because I currently have no mobile service.
• I do not want a physical SIM card.

As a result, I have been without mobile service for four days.

I contacted support laster Saturday and got response today, the agent I dealt with (Alex) kept insisting I follow the app instructions and refused to escalate or provide a solution for my specific situation.
Since the usual self-service process cannot work in my case, I am unable to restore my service on my own.

Has anyone else experienced this? Any advice on how to get technical support or account provisioning for a new eSIM so that service can be restored?

Thank you for reading and for any guidance!

[aringtcruz]

Yes! This solved my issue. Was out of a phone for 2 days with no response yet. This solved it. Price was $5 but then clicking through it ended up being $0. Thanks for posting. 

[Abbiewright · Accepted solution]

I finally was spoken to by an agent, you need to go through the app, select account- purchase SIM card. It said that it will be $5 however when I pressed next it was free. After that it downloaded to my phone and now I have 5g 

[Sandjo]

Yes same issue 3 days now!

[Sandjo]

Obviously PM is overwhelmed but still trying to attract new customers making the situation worse. No sense talking to Telus they want nothing to do with PM even though they own them. There is a complaint mechanism we all need to complain to and get this resolved or take PM off the air! CCTS or CRTS.

[Abbiewright]

I am having the exact same issue, I've been sending messages for the past 4 days, for which i have been stuck of SOS only the entire time. This morning i received a reply from @CS_Agent saying the have privately messaged me however i have nothing in my imbox. i want to move to a new provider because this is ridiculous however cannot because they need me to have access to my phone number to approve the transfer. Beginning to think this is a scam now and I'm going to need to get a new phone number 

[mattlaw360]

I'm having the same problem, I submitted a direct message to PM support agent days ago now and I still haven't gotten a response. I've been stuck with out a number for days. PM really needs to fix this, we're basically stuck on an endless loop with zero cell service and zero communication, while still paying for it. This is really ridiculous. I'm not able to access any of my banking apps that require 2FA using my phone number right now.