topic Re: eSIM and number transferring in Get Support

eSIM and number transferring

Caleb12 — Fri, 05 Apr 2024 00:20:09 GMT

I am a public mobile user and I want to transfer my eSIM to a new phone. However, the original phone doesn't support a direct eSIM transfer so I had to purchase a new eSIM which was free. PublicMobile says that I activated my eSIM on my new phone but my iPhone says to contact PublicMobile because there has been an error. As of now, although PublicMobile says my eSIM has been successfully installed, I have no service and there is no phone number labeled under my eSIM.

Re: eSIM and number transferring

softech — Thu, 04 Apr 2024 22:40:46 GMT

@Caleb12

I hope you didn't activate a new account. Free eSIM is only for new acuv. Existing customers need to buy new eSIM id they switch phone

To rebuy new eSIM, first, download the app on your new phone. Click Account from the bottom, then click Purchase SIM Card and select eSIM. Once it confirms your phone is eSIM compatible, click Pay $ and Install and following the prompt to complete and purchase and install eSIM on your device

if you did activate a new account instead of bought the new eSIM on your existing My Account, you will need support to sort this out for you

Re: eSIM and number transferring

Sansan — Thu, 04 Apr 2024 22:40:45 GMT

ESIM cannot be transferred from phone to phone. A new one will need to be purchased. You downloaded the public mobile app and purchased a new esim there?. Check your phone SIM manager or cellular SIM settings to see if you can see it if so, turn it on or make it primary.

Delete any non PM Sim and restart the phone if it does not work, use the contact support section of the app to create a ticket.

Re: eSIM and number transferring

Caleb12 — Thu, 04 Apr 2024 23:01:45 GMT

I didn't create a new account, I purchased a new eSIM. The problem is that I'm not receiving service and a number is not tied to the new eSIM. One thing I did not do is delete the old eSIM. Would deleting it help? Thanks for your reply.

Re: eSIM and number transferring

Caleb12 — Thu, 04 Apr 2024 23:02:59 GMT

Yep, I made it primary. I have restarted the phone but have not deleted the old eSIM. Do you think it would make a difference if I deleted the old one? Thanks for your reply.

Re: eSIM and number transferring

softech — Thu, 04 Apr 2024 23:03:33 GMT

@Caleb12 then it is good. Just sim provisioning issue, easy fix for PM support and you just need to engage them via ticket

Please open ticket with PM support:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Log In", finally click "Click here to submit a ticket ↗"
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there

Re: eSIM and number transferring

Sansan — Fri, 05 Apr 2024 00:58:19 GMT

Ok great should be up and running soon.

Re: eSIM and number transferring

TwitchyPuppy — Mon, 08 Apr 2024 16:25:37 GMT

There was no number under my eSIM either, so I manually entered it thinking it would solve the issues. Nope.