Community

tkiriaka · ‎08-02-2025

I set up Public Mobile on July 24 thinking the SIM card would arrive in 2 business days (which your site said) We are going on vacation leaving Aug 6 and the SIM card has not arrived yet. I have already paid for this service and now we will not be using it for 2 weeks. Why do you not charge me when I actually receive the SIM card and activate my account, rather than up front when I cannot and do not have access to any of your services?

hTideGnow · ‎08-02-2025

hi @tkiriaka

actually, the 2 days is about when PM will ship out the card, usually it is within a week you will get it

so, you should be getting it coming week. But since you are going on trip, don't wait, buy another PM sim card in person from local Telus or Koodo or MobileKlink store, and then ask PM for reimbursement. But ask them and make sure they agree the reimbursement first

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

Dunkman · ‎08-02-2025

@tkiriaka

It is a common misconception from reading the website or app. The sim card will be shipped within 2 business days, but can take up to 10 business days to arrive. You pay everything up front, but the payment cycle does not start until you activate the physical SIM card when it arrives. Ie. the 30 day cycle starts when you activate the SIM card.

If you need service right away, you could purchase a SIM card at a corporate Telus or Koodo store. Keep the receipt and submit the customer service agent and usually will get $10 credit back to your account. Keep the other mailed SIM card as backup.

Chalupa_Batman · ‎08-02-2025

@tkiriaka wrote:
I set up Public Mobile on July 24 thinking the SIM card would arrive in 2 business days (which your site said) We are going on vacation leaving Aug 6 and the SIM card has not arrived yet. I have already paid for this service and now we will not be using it for 2 weeks. Why do you not charge me when I actually receive the SIM card and activate my account, rather than up front when I cannot and do not have access to any of your services?

This is how they do it with prepaid services. You probably won't get your SIM card till you get back. So, with that being said, here are faster ways to get one ASAP.

To get a new SIM card the fastest routes are these.

https://www.publicmobile.ca/en/bc/pick-up-SIM - Find a local store in your area.

Amazon - Here you can get it cheaper and maybe a few days wait $4.99

Or find a Mobile Klinik near you. https://mobileklinik.ca/stores/

Then, get a hold of a CS Agent to help you use the new SIM cards.

The Public Mobile chatbot is currently unable to create trackable tickets for members who are unable to log in. So for this reason, please use the following link to contact customer service.

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

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.