topic Re: Physical SIM card and eSIm in Get Support

Physical SIM card and eSIm

TranMinhThao — Tue, 14 Nov 2023 04:44:09 GMT

Hi!

I bought an eSIM by mistake yesterday so my phone had 2 lines but the same number.

I reached out to Public Mobile and they said I could just delete my eSIM, and then the physical SIM card should work like normal.

I did what I've been told but no my phone doesn't have any services, and it shows no SIM too.

I reached out to Public Mobile again but I'm a bit worried now. Can they help me to reactivate my physical SIM card easily?

Thank you sm

Re: Physical SIM card and eSIm

SourDude1234 — Tue, 14 Nov 2023 04:47:30 GMT

Hi @TranMinhThao

Did you change the SIM Card number by going to Profile > and then edit SIM card number so it is the number of your Physical SIM card?

Re: Physical SIM card and eSIm

TranMinhThao — Tue, 14 Nov 2023 04:49:15 GMT

Hi Abheer,

I don't even change the phone number. I went to "Profile" and my number is still there

Re: Physical SIM card and eSIm

SourDude1234 — Tue, 14 Nov 2023 04:50:27 GMT

I am not sure how you purchased the eSIM since you can't have two SIMs under one account. Can you check what your SIM card number is by looking at the back of it, and then confirm it matches on the SIM Card number on your account?

Re: Physical SIM card and eSIm

TranMinhThao — Tue, 14 Nov 2023 04:53:05 GMT

I just checked my profile again, it showed me "You need to install your eSIM. Your SIM purchase appears to be having issues. Please try again later or reach out to our support team for help.". I bought an eSim yesterday but it messed up so I deleted it today. Seems like my physical SIM card doesn't work anymore.

Re: Physical SIM card and eSIm

SourDude1234 — Tue, 14 Nov 2023 04:55:06 GMT

Can you attach a screenshot of the page (blur out any personal information)

Re: Physical SIM card and eSIm

TranMinhThao — Tue, 14 Nov 2023 04:55:27 GMT

I believe after I purchased the eSIM, my SIM card number has changed.

Re: Physical SIM card and eSIm

SourDude1234 — Tue, 14 Nov 2023 04:58:32 GMT

Yes but you have the ability to edit your SIM Card number. Look at the image below, I am asking for a screenshot of the page so I can better understand the issue you are facing.

Make sure this number matches to the physical SIM Card number you have. It is possible that your previous SIM may not work because you switched to an eSIM before but still try.

Re: Physical SIM card and eSIm

dust2dust — Tue, 14 Nov 2023 04:59:41 GMT

That's correct. Buying an esim with an active account acts like the change sim function that kills the previous sim. You'll need to use another new sim.

Re: Physical SIM card and eSIm

SourDude1234 — Tue, 14 Nov 2023 05:01:35 GMT

I am wondering why customer support told him that his physical SIM card would work, maybe it was a misunderstanding?

Re: Physical SIM card and eSIm

TranMinhThao — Tue, 14 Nov 2023 05:08:57 GMT

I checked and my SIM card number has been switched to the eSIM card number.

I'll try to put the previous SIM card. If it doesn't work can the support activate my physical SIM card again?

I didn't know it could be this complicated. And I explained everything to customer support already.

Re: Physical SIM card and eSIm

dust2dust — Tue, 14 Nov 2023 05:10:31 GMT

@SourDude1234- I am wondering why customer support "misunderstands" things way too often around here.

Re: Physical SIM card and eSIm

SourDude1234 — Tue, 14 Nov 2023 05:12:27 GMT

Some guy in CS told someone that the 34$ 5G plan is for "new activations only"

Re: Physical SIM card and eSIm

dust2dust — Tue, 14 Nov 2023 05:18:22 GMT

@SourDude1234- The stories go on and on.

@TranMinhThao- While obviously technically they could do anything but the fact that you bought the esim that kills the previous sim and then you deleted the esim thus killing it leaves you with no choice but to get a new sim card. Click on the Pick up a sim card link down below to find one hopefully near you. Call ahead for stock. If you don't mind waiting for mail order then order from Amazon.

Re: Physical SIM card and eSIm

TranMinhThao — Tue, 14 Nov 2023 05:15:37 GMT

I just checked my email again. In the email, they said they could help me restore my original SIM number if I didn't make the change. I hope they can help me this time.

Re: Physical SIM card and eSIm

SourDude1234 — Tue, 14 Nov 2023 05:16:36 GMT

If you want a physical SIM card, you are going to have to get a new one.
You said you deleted the old SIM card, but it doesn't seem like it since you got an error saying you need to activate your eSIM. You can try to get customer support to see if the eSIM card is still on your account and get them to help you activate the eSIM and just use that. This step is invalid if your device does not support eSIM. You can get a physical SIM card on amazon for 5 bucks.

Re: Physical SIM card and eSIm

SourDude1234 — Tue, 14 Nov 2023 05:19:37 GMT

I hope so too, good luck!

Re: Physical SIM card and eSIm

dust2dust — Tue, 14 Nov 2023 05:21:16 GMT

I updated my previous reply. But I guess asking is worth a shot since you're already in conversation with them.

Re: Physical SIM card and eSIm

TranMinhThao — Tue, 14 Nov 2023 05:21:45 GMT

Thank you

Re: Physical SIM card and eSIm

TranMinhThao — Tue, 14 Nov 2023 05:22:03 GMT

Thank you so much!!!