topic Re: Need help @CS_Agent with e-SIM in Get Support

Need help @CS_Agent with e-SIM

LorDavison — Sun, 11 Jun 2023 20:04:46 GMT

I am a PM subscriber and my old nano-Sim is giving me error messages in my new iPhone 14 (considered an e-SIM transfer error message).

Willing to try PM e-SIM but cannot find option in the App. Ask need Agent to retain my phone number. Please help - tickets aren’t working for me.

Re: Need help @CS_Agent with e-SIM

Handy1 — Sun, 11 Jun 2023 20:06:12 GMT

@LorDavison You can’t esim is only for new activations for now

Re: Need help @CS_Agent with e-SIM

esjliv — Sun, 11 Jun 2023 20:09:06 GMT

@LorDavison - you can submit a ticket this way also for help with the eSIM, contact Public Mobile Representatives (CSA) by submitting a message(ticket) to them here: Private Message to Public Mobile Customer Support Agents (CSA)

EDIT - Right, I think I read what @Handy1 posted, that they are for new activations. Thanks Handy1

But, really, that is strange right? Why couldn't an existing member transfer to an eSIM. @LorDavison if you do ask Customer Support ask them why this reason is, and maybe come back and share it 🙂

Re: Need help @CS_Agent with e-SIM

softech — Sun, 11 Jun 2023 20:10:55 GMT

@LorDavison you can't. eSim is not available for existing customer. Only new activation can activate with eSIM

Re: Need help @CS_Agent with e-SIM

softech — Sun, 11 Jun 2023 20:14:33 GMT

@esjliv there are more technology involved. At the moment, if someone delete the eSIM profile, they cannot even ask for new QR to reinstall, they have no choice but to change back to physical sim

Similarly, if someone on eSIM and want to change phone, or phone got wiped, sorry, a NO as well. The system is not fully set up for all eSIM operations yer

Re: Need help @CS_Agent with e-SIM

softech — Sun, 11 Jun 2023 20:15:30 GMT

@esjliv

there are more technology involved

At the moment, if someone deleted the eSIM profile, they cannot even ask for new QR to reinstall, they have no choice but to change back to physical s

Similarly, if someone on eSIM and want to change phone, or phone got wiped, sorry, a NO as well. The system is not fully set up for all eSIM operations yet

Re: Need help @CS_Agent with e-SIM

LorDavison — Tue, 13 Jun 2023 03:05:32 GMT

THANKS! I have sent a private message now that I know how to do that!!

I assume these are growing pains for e-sim here. Would have picked up a physical PM sim if Walmart would have sold it to me but they refused and said they don't carry them anymore?? Stay tuned!

Re: Need help @CS_Agent with e-SIM

Handy1 — Tue, 13 Jun 2023 03:07:58 GMT

@LorDavison You can still pick them up at certain Telus and Koodo kiosks , best to call first . Also Amazon has the for $4.99

Re: Need help @CS_Agent with e-SIM

LorDavison — Tue, 04 Jul 2023 12:18:37 GMT

Yes thanks got it by calling ahead and confirming they had Public Mobile SIM in stock. Now to set up the new phone and figure out how to get my phone number!

Re: Need help @CS_Agent with e-SIM

Handy1 — Tue, 04 Jul 2023 12:20:35 GMT

@LorDavison If you can sign into your my account swap SIM card numbers like this in profile tap

SIM SWAPPING profile tabs

Note only do this on lap top or computer/ not mobile device

Re: Need help @CS_Agent with e-SIM

LorDavison — Tue, 04 Jul 2023 12:31:00 GMT

Haven't heard from a CS Agent but what I am hearing is that the technology is tricky and just have to live with this for now.

Re: Need help @CS_Agent with e-SIM

Handy1 — Tue, 04 Jul 2023 12:34:27 GMT

@LorDavison yes unfortunately for now existing customers don’t have option for eSIM this should change at some point . But honestly I prefer physical SIM card anyways . Easier to change phones and just put in the SIM card then the hassle or having to buy a new eSIM each time you want to use a different device

Re: Need help @CS_Agent with e-SIM

hTideGnow — Tue, 04 Jul 2023 12:43:33 GMT

HI @LorDavison I hope you can go back to eSIM before summer ends (hopefully by then, existing customers can change to eSIM if they wish)

But personally, I prefer physical sim for easy to move around phones

Re: Need help @CS_Agent with e-SIM

esjliv — Tue, 04 Jul 2023 14:27:16 GMT

@LorDavison wrote:
Haven't heard from a CS Agent but what I am hearing is that the technology is tricky and just have to live with this for now.

In my view, don't release something that is not ready, or causes issues for customers @LorDavison 🙂

See "How To Change Your SIM Card" in this Help Article: https://www.publicmobile.ca/en/on/get-help/articles/change-sim-number

Re: Need help @CS_Agent with e-SIM

LorDavison — Tue, 04 Jul 2023 18:51:30 GMT

That article was what i needed - I have submitted the new number (had also filed a request for help). Hopefully it gets ported over. It was almost impossible to see where this "tab" for profile was on any of my phone, iPad or computer devices. A mystery + symbol floating on the page was what I needed for the menu.