eSIM Transfer & Plan Change

[Hywrd]

Two Things.

1. I just transferred my number from Virgin to Public, eSIM to eSIM, but I am not receiving the 6 digit text code to confirm my identity. I've performed a hard reset, but still no luck. I can make calls and do everything else. 

2. I mistakenly chose the wrong plan, as I wanted the 60GB Canada-US plan. Can someone from the support team assist me with this adjustment, since I am new to Public and need this changed. 

Thanks!

[fixin]

@Hywrd - If it doesn't show up in the sent messages box (https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage/tab/outbox)

Yes, then send another ticket to CS_Agent. If the ticket you created when you have private messages disabled worked, then they should reply within 48 hours of your ticket.

[Hywrd]

Private Message is now turned on. Do I send a new Ticket then?

[fixin]

@Hywrd - Go here for the porting team as you disabled Private Messages

https://community.koodomobile.com/tips-tricks-troubleshooting-232914/phone-number-transfer-error-781...

Please contact CS_Agent if you cannot login but you can go to selfserve.publicmobile.ca  > Subscriptions & Add-ons > Change Subscription > Select the plan and change on renewal if you don't want to lose the rest of your month - PM does no refunds. On the app it is Manage Subscription > Change Subscription > Select the plan & change it on renewal to ensure that you don't lose money.

If you cannot login, please contact CS_Agent:

⬇️Click the link for an Agent * ⬇️

https://urlshortner.tiia.ai/xYpc_I

If the link above doesn’t work, 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 an agent because they may notify you asking for some information via Private Message, in your mailbox by clicking this link here: Messages

As for the ticket, just screenshot the ticket reference number and since you have private messages disabled you can't send any tickets.

[Hywrd]

Phone eSIM is set to primary. Still not getting the code. I can still log into my Virgin account. I am logged in with my Community login and my Public Mobile account is active. I have a Support Ticket issued, but when I click on "View Copy of my Ticket" I get this: Access Denied You do not have sufficient privileges for this resource or its parent to perform this action. 

[Hywrd]

I am logged in with my Community login and my Public Mobile account is active.

I have a Support Ticket issued, but when I click on "View Copy of my Ticket" I get this 

Access Denied You do not have sufficient privileges for this resource or its parent to perform this action.

[fixin]

@Hywrd - For first - check if your Virgin Plus SIM card still works, if you do not have it anymore, try logging into your virgin plus account. You may receive 100 different 2FA's on your Virign SIM. If you can still login / have service, go here for the porting team you can call: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage 

EDIT: You disabled Private Messages, so here it is: https://community.koodomobile.com/tips-tricks-troubleshooting-232914/phone-number-transfer-error-781...

Is your PM eSIM enabled as primary as it will not work at all if not.

2. Please contact CS_Agent if you cannot login but you can go to selfserve.publicmobile.ca  > Subscriptions & Add-ons > Change Subscription > Select the plan and change on renewal if you don't want to lose the rest of your month - PM does no refunds. On the app it is Manage Subscription > Change Subscription > Select the plan & change it on renewal to ensure that you don't lose money.

If you cannot login, please contact CS_Agent:

⬇️Click the link for an Agent * ⬇️

https://urlshortner.tiia.ai/xYpc_I

If the link above doesn’t work, 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 an agent because they may notify you asking for some information via Private Message, in your mailbox by clicking this link here: Messages

[will13am · Accepted solution]

@Hywrd , have you enabled the Public Mobile e-SIM in the SIM manager?  I believe you need to set the Public Mobile e-SIM to active and make it the primary talk and text.  As for switching plans, if you cannot tolerate keeping the plan you accidentally chose in error for the next 30 days, you will need to ask support to help with an immediate plan change that will not involve losing the payment for the current plan cycle.  Use the chat symbol on the lower right corner to initiate a support ticket.  

[Chalupa_Batman]

Hey @Hywrd 

To reach a Customer Service Agent, click on the chat bot at the bottom right corner of the page.

WIth regards to getting the code, here's how to send it to your email instead.

Can’t get the 6 digit 2FA code to your phone?

First, sign into your account at www.publicmobile.ca and use the email you signed up with and the password. If it asks you for a 6 digit code, it will say at the top left CONFIRM YOUR IDENTITY.- Enter the 6- digit code sent to *********.  But it’s not working!!! As you see by the screenshot below, 1. Click the This is a trusted device. 2. Didn’t get the code? Click on that.

Then, the next window that pops up is this.

Click on Send email. Here it will send you the 6 digit code to the email you registered with. This step is very important. Do not just copy and paste. Enter each digit using your keypad.

You should now be able to get into your account.

Created by Chalupa Batman

Page froze when I added this. LOL

[Handy1]

@Hywrd  Did you reply yes to the confirmation text from old provider ? 

you can reach out to support and they may be able to help you change to correct plan 

submit ticket with support . using the chat bubble bottom right of screen 

If that doesn’t work you can always send private message to support .

send  a  private message   To CS_Agents

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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