topic Re: Accidentally ordered a SIM instead of e-SIM and can't get a response from customer support. in Get Support

Accidentally ordered a SIM instead of e-SIM and can't get a response from customer support.

mikebr — Sat, 13 Jul 2024 19:15:15 GMT

Just want to change my order but no response at all from customer support, not a great way to treat new customers.

Re: Accidentally ordered a SIM instead of e-SIM and can't get a response from customer support.

eddieO — Sat, 13 Jul 2024 17:17:51 GMT

@mikebr it can take around 2 hours to hear back but longer if they are getting bogged down by lots of messages so hang tight and you should hear back from them

Re: Accidentally ordered a SIM instead of e-SIM and can't get a response from customer support.

mikebr — Sat, 13 Jul 2024 17:20:01 GMT

I opened a ticket last night and have been waiting all day. 30 minute estimate for a response is a joke.

Re: Accidentally ordered a SIM instead of e-SIM and can't get a response from customer support.

hTideGnow — Sat, 13 Jul 2024 17:21:20 GMT

hi @mikebr

did you check the community inbox?

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

They usually reply quick z issue like this usually get sorted out within 4 hours

If it is more than 2 hours already, message support agent again

Re: Accidentally ordered a SIM instead of e-SIM and can't get a response from customer support.

mikebr — Sat, 13 Jul 2024 17:21:48 GMT

What are the problems with the e-SIM? If there is a difference they should list it on the website, seems very sketchy.

Re: Accidentally ordered a SIM instead of e-SIM and can't get a response from customer support.

mikebr — Sat, 13 Jul 2024 17:26:27 GMT

Yes I've been checking my inbox and have already messaged twice more today, still nothing.

Re: Accidentally ordered a SIM instead of e-SIM and can't get a response from customer support.

hTideGnow — Sat, 13 Jul 2024 17:28:58 GMT

hi @mikebr eSIM generally works well. did you get an error saying your phone not eSIM compatible or just cannot successfully activate the eSIM??

Re: Accidentally ordered a SIM instead of e-SIM and can't get a response from customer support.

mikebr — Sat, 13 Jul 2024 17:33:36 GMT

I don't have an e-SIM, as per the title of the post. Someone replied in here and said to wait for the physical SIM because the e-SIM is unreliable.

Re: Accidentally ordered a SIM instead of e-SIM and can't get a response from customer support.

Boki — Sat, 13 Jul 2024 22:21:34 GMT

eSIM is software thing. Software fails often.
eSIM is not trnasferrable. Your phone dies you have to get (buy) another eSIM. You want to change/ugrade phone you have to get new eSIM.

SIM is transferrable.
You change your phone or want to try new one you pull our SIM and plug in into new phone.
SIM rarely fails unless you physically damage it.

I never want eSIM but that is just me. If all future phones switch to esim I stay wit my phone until it dies.

Re: Accidentally ordered a SIM instead of e-SIM and can't get a response from customer support.

slusagm — Sat, 13 Jul 2024 22:48:21 GMT

@Boki

outdated info. eSIM cam be transferred free now. Download the app and install new one for free

because of that, eSIM is even better, you pay $10 to replace a physical sim , but $0 to replace eSIM

you never want eSIM, maybe you need to try it out first

Re: Accidentally ordered a SIM instead of e-SIM and can't get a response from customer support.

Boki — Sun, 14 Jul 2024 22:14:44 GMT

@slusagm wrote:
@Boki
outdated info. eSIM cam be transferred free now. Download the app and install new one for free

@slusagm

I sorry but YOU are wrong!

eSIM is 'TEMPORARY' FREE. Read small print before jumping up.

***Limited time offer. New activations only. Applicable to eSIM compatible devices only. Public Mobile reserves the right to remove or change this offer at any time without notice.

Even if replace eSIM is currently free it does not mean it will be free forever... so I still stand physical SIM is way more portable and transferrable than software gimmick which is cheaper for provider.

Re: Accidentally ordered a SIM instead of e-SIM and can't get a response from customer support.

softech — Sun, 14 Jul 2024 23:06:54 GMT

@Boki

you have quoted the new activation free part, but @slusagm was very right that eSIM replacement is free. This is the reference to PM official words about eSIM replacement

https://www.publicmobile.ca/en/on/get-help/articles/get-a-sim-card

Existing eSIM users at Public Mobile who need a replacement can do so at no extra cost. When you request a new eSIM through the usual process, we automatically identify you as an existing eSIM user and waive the replacement fee. See below for steps on how to get your new eSIM.

Of course nothing is forever, but until PM makes any changes, this is as "Forever" as it can be for now

Re: Accidentally ordered a SIM instead of e-SIM and can't get a response from customer support.

slusagm — Mon, 15 Jul 2024 01:47:23 GMT

Yes, I read that link earlier. Always do my homework before posting my comments. Thanks Oracle for confirming

I hope @Boki now understand it fully and will like eSIM for its free replacement. But , if you want to change over to eSIM, you still need to pay the initial $5 once , then free replacement after.

Re: Accidentally ordered a SIM instead of e-SIM and can't get a response from customer support.

Boki — Mon, 15 Jul 2024 22:46:17 GMT

@softech @slusagm

Thank you guys for clarification. Nevertheless being old-fashioned I will stick with real SIM until forced to switch to esim.

Similar as driving manual car instead of automatic and god forbid electrical, LOL!!!! LOL!!!

Thanks again!