topic Switch to a different plan from inactivated plan in Get Support

Switch to a different plan from inactivated plan

kimeow — Fri, 05 Jul 2024 02:43:08 GMT

Hi, I purchased a plan back in March. I have not been able to activate it since I could not get the eSIM to work. Because of this I can’t even use your app. Could you please help me switch to this plan instead? I attached a screenshot.

By refunding / cancelling the original plan I purchased and I will purchase this $34 plan. Thanks

Re: Switch to a different plan from inactivated plan

softech — Fri, 05 Jul 2024 02:48:14 GMT

@kimeow

let's check the esim again and see if you can get it works. If not, you can switch to physical sim. You will need to get the PM sim from Telus/Koodo store, and message support to manually change the account to physical sim for you

For the esim, there is a chance the Public Mobile esim is already installed and just not properly enabled

On Android: Check your Sim Card Manager and see if a Public Mobile eSim is there. If so, make sure it is enabled.

On iPhone: check Settings > Celluar and see if the eSIM is there. If it is, make sure the PM eSIM is set as Primary on "Cellular Plan Label" and "Turn on This Line" is toggled on

if you don't see the Public Mobile esim there, check the Welcome email, there should be a QR code for the esim for you to scan and install manually)

If the Public Mobile eSIM is there, disable or delete those non PM sim (eSIM/Physical sim).
If the non-PM sim is physical, remove it. If the non-PM sim is an esim, disable using the SIM Manager on the phone (or set as Secondary and turn off "Turn on this line" for this non-PM esim)

Then reboot the phone and click Reset All Networks on your phone and it will work. (Please note that Reset all Networks will also erase your saved Wifi and Bluetooth connections, but you just need to add them back after). Also, it is possible you have to reset it multiple times for it to work.

if it still does not work, open ticket with PM by private message CS Agent using this link:
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 will reply to you there

Re: Switch to a different plan from inactivated plan

kimeow — Fri, 05 Jul 2024 03:19:12 GMT

I want to switch to this other plan though. Can you help me with that. What steps should I take to switch to this other plan ($34/month)

Re: Switch to a different plan from inactivated plan

softech — Fri, 05 Jul 2024 03:22:31 GMT

@kimeow

I can't help you as I am just a customer like you

with your situation, you should get the sim working first

But if you want to make the plan change first, you can login to My Account (use email to receive the 2FA), click Change Subscription, select the plan you want and choose Change on Renewal

But if you cannot login, message support and ask for help

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 will reply to you there