topic Re: e sim did not work,$5 charge, in Get Support

e sim did not work,$5 charge,

rarie — Sun, 19 Nov 2023 15:25:02 GMT

So I tried to purchase my E sim, turns out my phone didn't like it so it canceled out my old sim, charge me $5, and is asking I buy a brand new sim. I'm not doing this, how do I activate my old sim card? Also when I bought my E sim, it did not give me any info. Basically if I wanna retry my E Sim, I have to pay another $5

Re: e sim did not work,$5 charge,

rarie — Sun, 19 Nov 2023 15:24:36 GMT

Re: e sim did not work,$5 charge,

Chalupa_Batman — Sun, 19 Nov 2023 15:28:10 GMT

Hi @rarie

What phone do you have? Have you confirmed your phone can accept an eSIM? Honestly, physical SIM cards are the way to go. Do not buy it directly from Public Mobile, contact a local Telus store to see if they have any or you can purchase off of Amazon if you have Prime. Public Mobile SIM Card

If you already deleted your eSIM you will need to purchase another one sadly

Re: e sim did not work,$5 charge,

BKNS27 — Sun, 19 Nov 2023 15:29:29 GMT

@rarie

You can’t reactivate your old SIM if you haven’t kept up with payment over 90 days.

Make sure your phone is eSIM compatible before switching to eSIM.

If it is compatible then private message a CS_Agent for help at:

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

Re: e sim did not work,$5 charge,

Phil_Adelphus — Sun, 19 Nov 2023 15:33:19 GMT

@rarie What message did you get exactly that indicated the phone didn't like the e-sim? I was under the impression that the e-sim automatically replaced the physical sim.

Re: e sim did not work,$5 charge,

HALIMACS — Sun, 19 Nov 2023 15:41:41 GMT

@rarie

The good news, is Public Mobile will likely agree to refund you the cost of the physical replacement SIM card given the situation.

Perhaps reach out to them first to confirm the e-SIM option is out of the question.

Then get a PM physical SIM card at either a corporate TELUS or KOODO location, go to your account profile page, and enter the new SIM card details there.

Ask Customer Support to add a credit to your available balance to offset the cost of the SIM card due to the issue with e-SIM. They will likely do this if you present a polite and reasoned discussion.

To contact a Customer Support Agent, send a private message to them by clicking here. You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar, or tap your Avatar down in Messages.

Re: e sim did not work,$5 charge,

LitlLdy — Sun, 19 Nov 2023 16:30:10 GMT

@rarie wrote:
So I tried to purchase my E sim, turns out my phone didn't like it so it canceled out my old sim, charge me $5, and is asking I buy a brand new sim. I'm not doing this, how do I activate my old sim card? Also when I bought my E sim, it did not give me any info. Basically if I wanna retry my E Sim, I have to pay another $5

@rarie ,

What do you mean when you stated that your phone didn’t like it?
Is your phone eSIM compatible?
Yes, when you change SIM’s it cancels the previous SIM & cannot be reactivated.
Did you receive a QR code to scan for your eSIM in your email?
All I had to do was the below instructions to get it to install & activate on my phone.

For Existing Customers:

In the Public Mobile app on your Phone go to ‘Subscription & Add-ons’ page in your account to purchase an eSIM. I scrolled down & selected ‘Shop SIM CARD NOW’ then under ‘SELECT SIM CARD TYPE’ select ‘eSIM’ then select ‘PAY NOW’.
Please keep in mind to be patient when installing it, it takes time. Follow the instructions it gives you during this process! After it says on your Phone’s screen that it installed successfully reboot your Phone. ‘With your Phone turned off remove your SIM Card from your Phone’. As an extra measure I reset my Phone’s network settings & rebooted.
In cellular settings make sure that ‘Turn On This Line’ (for iPhone ) is selected. (I am not positive where the setting is on a different phone to turn it on, possibly ‘Turn on your eSIM under Mobile Network’), reboot your phone.

(I had my data on plus my Wi-Fi was turned on & connected to my home internet to be sure I had all connections while doing this)

I received an email notifying me that my SIM Card changed.

Re: e sim did not work,$5 charge,

hTideGnow — Sun, 19 Nov 2023 16:39:25 GMT

hi @rarie was that a new activation? if new, the esim should be FREE

But if you are existing customer using physical sim and just change to eSim without knowing your phone is not compatible, you might have to absorb the cost. But if your phone is eSIM compatible and just PM technical issue, then submit ticket with PM agent and they usually will agree to reimburse you the sim cost