iPhone 17 Pro Max Incompatible?

[Ji07]

I recently purchased a new iPhone 17 Pro Max and bought the e-SIM but I'm being told that my IMEI is incompatible with Public Mobile, and I've been recommended to get a compatible phone or switch providers. I bought my phone directly from the Apple store so it's completely new. However, it seems from previous posts of people who WERE able to get their iPhone 17 Pro Max to work with this provider. I tried contacting CS_Agent a couple of times about this but I keep getting told to switch providers. Did anyone else experience the same issue?

[Ji07]

I think it worked after some time, I think I had to reset my network settings on my phone but for some reason it's working now! 

[BKNS27]

@Ji07 

That is weird because the iPhone 17 Pro Max are available at all Canadian carriers.

[Ji07]

Hello, I think the phone is working for some reason! Perhaps it took some time to register. Thank you!

[Ji07]

I provided IMEI2 as well in a previous e-mail to the CS agent. I did purchase the phone through the Apple store but the website says "You have entered an invalid IMEI number. Please try again". I will also try reaching out to Apple support regarding this. 

[hTideGnow]

HI @Ji07 

and use the IMEI check to see if the phone is blacklisted.  We had seen people who's IMEI was blacklisted and unable to buy eSIM

you might have 2 IMEIs, you will need to check them both

https://www.devicecheck.ca/check-status-device-canada/

[Ji07]

yes it is! I bought it from the Apple store just yesterday 

[hTideGnow]

HI @Ji07 

that is a Canadian model?

[Ji07]

I messaged regarding this issue around 4 times but I was told the same thing each time.

[hTideGnow]

---

@Ji07 wrote:

I also kept direct messaged the CS agent, but she kept telling me that I should go to another provider or switch phones despite me trying to explain that it might be an error on PM's end

---

hi@Ji07 

who told you to go to another provider? can you show screenshot?

and for asking PM to help, use this link instead

you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage            

[Ji07]

I also kept direct messaged the CS agent, but she kept telling me that I should go to another provider or switch phones despite me trying to explain that it might be an error on PM's end

[Ji07]

Hello, thank you so much for the advice! 

For some reason the "other" option doesn't show up. Is there any other sequence you'd recommend? 

[hTideGnow]

HI @Ji07 

iPhone 17 works here.  Using it now

sometimes it will show false negative, not sure why.   You just need to ask PM support to help to sort it out

 submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
             (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")         
If any issue with ticket submission, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage