topic SIM card in Get Support

SIM card

Ptw420 — Sat, 08 Jul 2023 12:33:03 GMT

Re: SIM card

esjliv — Sat, 08 Jul 2023 12:36:48 GMT

@Ptw420 - says your iphone does not support eSIM transfer and contact Public that's it? Anything it says during the activation process?

Ways to contact Public Mobile Customer Support (CSA) below:

1-Normally Faster - use this link to: Get Help With Public Mobile Chatbot], also found in various places in Public webpages, OR

2-go to your envelope at the top right of your Community Account which is where your Inbox and Sent messages are. Select the orange/peach color box with the pencil inside it to start a new message. Type CS_Agent in the SEND TO box. This will create a private message to Public Mobile Customer Support (link is provided in #3 below as well).

3 -Use this link (same as #2) Private Message to Public Mobile Customer Support Agents (CSA)

Re: SIM card

dwh1 — Sat, 08 Jul 2023 12:37:53 GMT

You’re trying to transfer an esim from an old phone to a new one, it seems. PM doesn’t support that yet, though it might come soon - Telus and Koodo just enabled it this week. For now you’ll need to buy a new PM SIM card for your new phone and then use the Profile page in My Account to transfer your account to the new card.

Re: SIM card

Handy1 — Sat, 08 Jul 2023 12:59:14 GMT

@Ptw420 Get a new PM SIM card . And swap sim numbers in profile page of you my account like this

SIM SWAPPING profile tabs

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

if you need supports help here’s the link

message support directly

while your already here and logged in the community you can send a private message To CS_Agents click

VVVVV Link below VVVVV

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

Re: SIM card

softech — Sat, 08 Jul 2023 14:15:28 GMT

@Ptw420

what brand and model is your phone? if iPhone, which generation?

if the eSIM has not been installed successfully on any phone yet, try reboot the phone and reinstall once more time

if that does not work, yes, you will need to get a physical some card first . You have this with you now? If so, please message support to ask them to process a sim card change for you. Message them here

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened. CS Agent will reply to you there

Re: SIM card

Ptw420 — Sat, 08 Jul 2023 14:25:36 GMT

It’s a iPhone Xs it is saying I need a QR CODE for me to transfer my number from my current phone which is a iPhone X to a iPhone Xs?

Re: SIM card

softech — Sat, 08 Jul 2023 14:28:32 GMT

@Ptw420 So, you had an eSIM working on iPhone X now and want to transfer?

Sorry, due to system limitation, you cannot transfer eSIM to another phone and PM would not be able to provide replacement eSIM for used on another phone

If you are moving ot iPhone XS, you will have to change it back to physical sim card

if you are going with that, please get a new physical sim card from;

local Telus/Koodo/Mobile Klinik stores: https://www.publicmobile.ca/en/bc/pick-up-SIM (call ahead to confirm availability )
Amazon.ca: https://www.amazon.ca/dp/B07R6P5KBB/ (Free Non-Prime 7 days Shipping w/Amazon Tracking)
PM online: https://www.publicmobile.ca/sim-card (Delivery could take anywhere from 5 days to 3 weeks)

Once you got the sim card, go to My Account from ONLY a desktop or laptop computer to request Change Sim card (please note that due to some glitches, accessing change sim care from mobile phone or tablet won't work)

After you logged in, unsuspend first if you have suspended your service earlier.

Then go to Profile page, click on the Pencil besides the sim card number, follow the steps to enter the new sim card number and complete the change sim card request
(or direct link: https://myaccount.publicmobile.ca/en/account/profile/change-sim-number )

https://myaccount.publicmobile.ca/en/account/profile/change-sim-number

Re: SIM card

Handy1 — Sat, 08 Jul 2023 14:28:59 GMT

@Ptw420 So your existing customer . And eSIM is only for new activations . Best to take SIM card out of your iPhone X and put it in the iPhone XS

Re: SIM card

Ptw420 — Sat, 08 Jul 2023 14:45:04 GMT

I have that’s why I need the code

Re: SIM card

Handy1 — Sat, 08 Jul 2023 14:49:19 GMT

@Ptw420 I think you need to contact support . As eSim is only for new activations . And putting the physical SIM card from the iPhone X to iPhone XS should work without issues . But again the fact you are already an existing customer there no way to go to eSIM at this time . Only new activations can get the eSIM . You may need support to reset your account in their end . Or try putting the SIM card back in the iPhone X see if it works and then out back into the iPhone XS and reboot it this may force a re provisioning of the sim . If not you will need support to do it for you

message support directly

while your already here and logged in the community you can send a private message To CS_Agents click

VVVVV Link below VVVVV

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

Re: SIM card

Ptw420 — Sat, 08 Jul 2023 14:54:13 GMT

I’m in the process right now but might end up having to spend money I can’t afford when I am moving 😑😑😑

Re: SIM card

softech — Sat, 08 Jul 2023 14:56:21 GMT

@Ptw420 you cannot move your eSIM to another phone, not at the moment. Hopefull later , maybe in a month or two

For now, moving eSIM from one phone to another is not doable. Sorry

Re: SIM card

Handy1 — Sat, 08 Jul 2023 14:56:49 GMT

@Ptw420 I’m sorry you’re having such issues . Hopefully support will get you back on track quickly . And personally I’d avoid eSIM until we are all forced on it . Because it cost money just to switch phones . Where physical sim should just be a simple take out of old phone and into new phone . Best of luck

Re: SIM card

Handy1 — Sat, 08 Jul 2023 15:01:49 GMT

@softech I believe OP trying to move to eSIM from physical SIM as the iPhone X does not support eSIM only iPhone XS and latter support eSIM . But OP had put the physical SIM from iPhone X to his iPhone XS and it’s saying not supported . And this is where the hang up is causing confusion and issues . Thinking his sim needs to be re provisioned . Or try it back in the iPhone X and hope that forces it to re provision itself . Or have support do it on their end .

Re: SIM card

hTideGnow — Sat, 08 Jul 2023 15:07:15 GMT

@Ptw420 wrote:
I’m in the process right now but might end up having to spend money I can’t afford when I am moving 😑😑😑

HI @Ptw420 I am confused, you are moving esim to new iphone or just installating new esim ?

Re: SIM card

softech — Sat, 08 Jul 2023 15:10:48 GMT

@Handy1 wrote:
@softech I believe OP trying to move to eSIM from physical SIM as the iPhone X does not support eSIM only iPhone XS and latter support eSIM . But OP had put the physical SIM from iPhone X to his iPhone XS and it’s saying not supported . And this is where the hang up is causing confusion and issues . Thinking his sim needs to be re provisioned . Or try it back in the iPhone X and hope that forces it to re provision itself . Or have support do it on their end .

@Handy1 @Ptw420 oh, it is nothing to do with SiM or eSIM. The phone is locked to the previous carrier

If the message is "SIM network unlock PIN" or "SIM ME lock code NP" or "SIM not Supported" or on an iPhone's About->Carrier Lock showing "SIM locked"
You have to ask the carrier where you got the phone from for the carrier unlock code.
(Sorry, for this particular issue, PM support would not be able to help)