topic Re: Tried changing my eSIM number unsuccessfully, now I have no number and I'm locked out. Help! in Get Support

Tried changing my eSIM number unsuccessfully, now I have no number and I'm locked out. Help!

samplehunters — Mon, 02 Oct 2023 21:47:48 GMT

Hello, I tried to change my phone number today on my eSIM. It appeared to have worked in the Public Mobile dashboard but I could not make or receive calls.

In the settings menu on my phone, it was showing that my eSIM was still tied to my old number so I removed it thinking that I had to modify it with my new number. Now I don't have a copy of the QR code saved anywhere to reinstall it.

Furthermore, I cannot log into my actual account as I can no longer receive the authentication code since I no longer have a phone number/eSIM so here I am asking for help.

Thanks.

Re: Tried changing my eSIM number unsuccessfully, now I have no number and I'm locked out. Help!

JRod — Mon, 02 Oct 2023 21:51:37 GMT

@samplehunters

Unfortunately since the eSIM was removed you will now have to purchase a new one as they are one-time use. This is one of the disadvantages of eSIM when compared to physical SIM cards.

You can purchase a new one for $5 with the Public Mobile app. Go to the subscription and add-on’s section and then scroll down to click “Shop Sim Card Now”

In order to login to the account you can hit the didn’t receive code icon when it asks for it and have it sent to your email. It will look like this:

Re: Tried changing my eSIM number unsuccessfully, now I have no number and I'm locked out. Help!

hTideGnow — Mon, 02 Oct 2023 21:50:42 GMT

HI@samplehunters

you changed phone number and not eSIM number, right?

you rebooted your phone? Try Reset All networks

if that does not help, submit a ticket with CS agent:

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

And for login, click Didn't receive code and then click Send Email

Re: Tried changing my eSIM number unsuccessfully, now I have no number and I'm locked out. Help!

samplehunters — Mon, 02 Oct 2023 21:51:55 GMT

Thanks good to know, I have a new regular Public Mobile SIM card, can I revert my account to use regular SIMs again?

Re: Tried changing my eSIM number unsuccessfully, now I have no number and I'm locked out. Help!

JRod — Mon, 02 Oct 2023 21:57:11 GMT

@samplehunters

If the SIM card has never been used before then you can use it. But I believe if the number associated with the SIM has been attached to any account previously you’d have to purchase another one.

Re: Tried changing my eSIM number unsuccessfully, now I have no number and I'm locked out. Help!

hTideGnow — Mon, 02 Oct 2023 21:53:32 GMT

HI @samplehunters

yes, you can change back to physical sim card

but you need to have one PM sim card that never been used/activated. if the one you have is new, then just go to Profile on My Account, click pencil beside Sim card to change sim

but if you have an old one, buy a new one from Telus or Koodo store

Re: Tried changing my eSIM number unsuccessfully, now I have no number and I'm locked out. Help!

samplehunters — Mon, 02 Oct 2023 22:47:01 GMT

Thank you everyone for your support!

I have installed a new unused SIM card into my phone and entered the new SIM card number into the My Phone Number section of my Profile.

However, my phone complains that the SIM is not provisioned and that my phone number is Unknown. Do I have to activate my new SIM card? If so, how? Because every time I go to activate.publicmobile.ca, it sends me to a new page telling me to download the app. I already have the app and I can see nowhere to activate the SIM.

Please help.

Re: Tried changing my eSIM number unsuccessfully, now I have no number and I'm locked out. Help!

hTideGnow — Mon, 02 Oct 2023 22:48:33 GMT

HI @samplehunters

you don't activate your sim card, but you need to update the sim number.

did you check my message above? you update it by going to Profile, click pencil beside sim card and update the sim card number

Re: Tried changing my eSIM number unsuccessfully, now I have no number and I'm locked out. Help!

softech — Mon, 02 Oct 2023 22:50:42 GMT

@samplehunters

Do NOT go to activate.publicmobile.ca!! You don't want to create a new account and pay for another line.

Instead, please update the sim card number

Go to My Account, 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: Tried changing my eSIM number unsuccessfully, now I have no number and I'm locked out. Help!

samplehunters — Mon, 02 Oct 2023 23:03:42 GMT

Hello, yes I have done exactly that, I even received a "Sim card change confirmation" email from Public Mobile but still my phone says that my SIM is not provisioned and that my number is unknown and that I cant make phone calls because I'm not registered on the network.

What should I do now? 🤔

Re: Tried changing my eSIM number unsuccessfully, now I have no number and I'm locked out. Help!

JRod — Mon, 02 Oct 2023 23:10:25 GMT

@samplehunters

Have you rebooted your phone at all since inserting it into your phone and adding it to your account? I would start there.

Re: Tried changing my eSIM number unsuccessfully, now I have no number and I'm locked out. Help!

samplehunters — Mon, 02 Oct 2023 23:12:22 GMT

Hello, yes I have rebooted at least 4 times now. Perhaps I just need more patience? 😆

Re: Tried changing my eSIM number unsuccessfully, now I have no number and I'm locked out. Help!

hTideGnow — Mon, 02 Oct 2023 23:14:44 GMT

HI @samplehunters

try to pull the sim and put it back and test once more

if that does not help, please submit ticket with CS agent and they can refresh on the system:

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

Re: Tried changing my eSIM number unsuccessfully, now I have no number and I'm locked out. Help!

JRod — Mon, 02 Oct 2023 23:16:12 GMT

@samplehunters

I suspect that something might need to be corrected on the back end in order to get this working for you. When I’ve switched from eSIM to physical all it took was entering in the sim details into my account and then rebooting so I suspect something else is wrong behind the scenes.

Please reach out to customer service to look into it on their end.

Please click this link below to message customer service:

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

Keep an eye on your mailbox here as that is where your reply will come in (envelope icon on desktop, click your avatar icon in the corner and then click messages if on mobile).

Re: Tried changing my eSIM number unsuccessfully, now I have no number and I'm locked out. Help!

samplehunters — Mon, 02 Oct 2023 23:38:26 GMT

Thank you very much for your assistance! I will send a message to Customer Service to look into it for me! 😁

Re: Tried changing my eSIM number unsuccessfully, now I have no number and I'm locked out. Help!

samplehunters — Mon, 02 Oct 2023 23:39:39 GMT

Hello, thanks for the suggestion, I remove and reinserted the SIM card but no improvement, I will message CS! 😊