eSIM activation

[mtlyoung]

My iPhone 16E can’t activate my publicmobile eSIM upon first setup.

went and sent the QR code email. Scanned it and phone prompts can’t activate eSIM everytime

[mtlyoung]

I finally got reimbursed by PM! My case was super simple, but it got dragged out because the first agent didn't really read my messages or get the point. The eSIM QR code they sent for reactivation didn't work at all. The only real fix was to get a new one or have me buy it and get reimbursed, but the agent kept sending robotic, unhelpful replies for over 10 messages.

Anyway, thanks to your support and the new agent PM put on my case, it’s all sorted out now. I really appreciate the help!

[hTideGnow · Accepted solution]

@mtlyoung 

you keep replying here, this is the WRONG way to ask reimbursement

we are just customers

please go back to your conversation with CS_agent and reply there if you want your money back

[mtlyoung]

Hello,

I ended up with these issues with a newly purchased eSIM, which should not have occurred since I just joined PM today. I am not sure if your agent "Leonardo" actually exists or if all CS agents go by the name "Leonardo," but your agent shared incorrect information that was completely unrelated to my issue. Multiple times, he responded without doing proper research. He sent me a VoLTE explanation link and said it's not compatible, but VoLTE has nothing to do with my actual issue.

I have already activated the service with new eSIM. Now, I can finally use the PM service and I am happy about that, however, I am requiring a reimbursement of $5.75. Kindly help me resolve this issue.

Best regards,

[hTideGnow]

hi @mtlyoung 

the policy is 15 days.  But we had countless examples that PM agent will reimburse esim cost due to setup issue.  If the agent said no, ask them to esclate

[mtlyoung]

Thank you, but I’m not sure if they reimburse this amount because the CS agent already mentioned that they only reimburse after at least 15 days. It’s not the case for me, but I did purchase it. Thank you for your help!

[mtlyoung]

Yes, I paid finally because I couldn’t get assistance from the customer service agent. There was an extra charge for the eSIM for a new activation, which was very disappointing. However, I appreciate your support and help!

[mtlyoung]

Thank you,

Your agent, Leonardo, gave the same answer without thoroughly reading my message. I am very disappointed with his carelessness. PM have to reimburse of this extra paid to eSIM.

[CSA_PM]

We appreciate your escalation. An agent is already assisting the customer and will ensure they receive the support they need.

[hTideGnow]

HI @mtlyoung 

we are only customers here.  

But from what we know, PM support will reimburse.  The system is set to take off the cost if the last eSIM was bought at least 15 days ago.  it is not in your case.  But you just need to pay first and then arrange with PM agent to give you back the $5

[softech]

@mtlyoung 

please buy it first, PM Support will reimburse you.  

Let's setup the phone first.  After all setup, message agent back and the will reimburse 

[mtlyoung]

hi,

i can buy eSim but i have to pay for it. but why i have to buy? i join pm today, and it was free for new activation

[hTideGnow]

hi @mtlyoung 

then can you login PM app and can you still buy a new esim card? 

if you cannot buy the esim , pleae reply CS_Agent, they can send you a new one

[mtlyoung]

thank you. there is no pm esim yes i was contact to the cs_agent but they aasked me to buy new esim card

[hTideGnow]

HI @mtlyoung 

first, you have posted in the Community forum, we are just customers, we are not PM staff

and  I saw Oracle asked you to check something , I am not sure why it does not apply

first, do you see the PM esim showing on your phone? please check first.  Settings , and Cellular

next, if it is not there, did you message PM support agent?

[mtlyoung]

Thank you, but this is not applicable to me. I joined PM today, then, ca_agent asked me to buy a new eSIM card. What a heck, this company?

--

All the instructions are on our site, I already sent you the link.

1. Log into the Public Mobile app or My Account.
2. Navigate to the 'Account' tab.
3. Choose 'Purchase SIM Card.'
4. Opt for 'eSIM.'
5. Confirm your payment method.
6. Select 'Pay and Install' to finalize the switch.

Please insert the IMEI on the bottom of this page:

https://publicmobile.ca/en/get-help/articles/volte

Leonardo

[softech]

@mtlyoung 

there is a chance that the error was there because the Public Mobile esim is already installed and just not properly enabled

On iPhone: check Settings > Celluar and see if the eSIM is there.  If it is, make sure the PM eSIM is set as Primary on "Cellular Plan Label" and "Turn on This Line" is toggled on

If the Public Mobile eSIM is there, disable or delete those non PM sim (eSIM/Physical sim). 
If the non-PM sim is physical, remove it.  If the non-PM sim is an esim, disable using the SIM Manager on the phone (or set as Secondary and turn off "Turn on this line" for this non-PM esim)  

Then reboot the phone and click Reset All Networks on your phone and it will work.  (Please note that Reset all Networks will also erase your saved Wifi and Bluetooth connections, but you just need to add them back after). Also, it is possible you have to reset it multiple times for it to work.

If it still does not work, open ticket with PM by private message CS Agent using this link:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor the Community inbox (envelope icon on top right) after ticket submitted, CS Agent will reply there