stuck in registration

[MJCanario]

I am a new customer, I paid, and chose esim, but my phone is not compatible. the screen is stuck and it says to contact an agent.  I did purchase a physical sim just in case, how do i get unstuck?

[computergeek541]

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@MJCanario wrote:

i went through all of this and it says someone will reply in these community pages?  

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Account issues need to be discussed privately.  Public Mobile customer support agents will not discuss these issues in detail in the message forums and anyone with an internet connection can view this information.

[MJCanario]

thanks again!

[fixin1]

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@MJCanario wrote:

s20 FE thanks, I have not heard anything back? 

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@MJCanario - Your phone won't be compatible on Public Mobile's 5G (As it isn't really a huge issue) but it is due to a Samsung and TELUS agreement to not have 5G display on Public Mobile and Koodo on the S20 lineup and when Public Mobile and Koodo introduced 5G plans it was too late - the S20 didn't offer any major carrier update.

LTE is as fast as 5G so you won't have any issues with data just because your phone shows LTE instead of 5G.

[MJCanario]

i went through all of this and it says someone will reply in these community pages?  

[MJCanario]

thanks 

[fixin1 · Accepted solution]

@MJCanario - You can contact CS_Agent here:

Submit a ticket via Chatbot:

⚠️ Public Mobile is Experiencing longer support wait times currently! Do Not Reply back to CS_Agent after submitting your ticket unless you solved it! Click here to bring up the Article!   ⚠️  

If you just want it quick and easy, here it is:

⬇️  Click the link for an Agent * ⬇️

https://urlshortner.tiia.ai/xYpc_I

If the link above doesn’t work correctly OR you don’t have access to Log In, please go here to create a ticket to CS_Agent: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

* - CS_Agent will typically get back to you within 48 hours. They work 7 days a week from 9 AM to 10 PM EST.  You will be required to login to your Public Mobile Community Account to contact CS_Agent. Once you are finished making the ticket with CS_Agent, please ensure that you monitor for one of the agents responding back to you because they may notify you asking for some information via Private Message, in your community mailbox by clicking this link here: Mailbox

[MJCanario]

s20 FE thanks, I have not heard anything back? 

[computergeek541]

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@MJCanario wrote:

I am a new customer, I paid, and chose esim, but my phone is not compatible. the screen is stuck and it says to contact an agent.  I did purchase a physical sim just in case, how do i get unstuck?

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Customer support agents are contacted by using the chatbot to open a ticket.  https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Arrangements will be made to change to this to a phsysical SIM card activation.

[softech]

@MJCanario 

what phone do you have?

yes, support can help, they can advise to try esim again or change to physical.   Please message them here

      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there