topic Re: Phone not esim compatible in Get Support

Phone not esim compatible

Tim51 — Tue, 13 Aug 2024 17:57:33 GMT

I am trying to install a line for my daughter. The phone is a Samsung S20 sp I thought E sim was compatible, I guess it's not. I get a message that phone is not compatible with E sim. I can not go back to change it to a physical sim. I've already been charged and have no idea what to do.

Re: Phone not esim compatible

Handy1 — Tue, 13 Aug 2024 16:37:10 GMT

@Tim51

send a private message To CS_Agent

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

Re: Phone not esim compatible

BKNS27 — Tue, 13 Aug 2024 16:48:49 GMT

@Tim51

It depends on which model of the Samsung S20 your daughter have. There is a dual SIM and a eSIM/SIM version for this model.

If it is a dual SIM then you need to contact a CS_Agent and explain but since PM is not offering free SIM with new activations.

It would be better off that you go to your local Telus/Koodo store and pick up a SIM for $10 and start from scratch on the PM app.

Re: Phone not esim compatible

Meow — Tue, 13 Aug 2024 17:23:29 GMT

Open a TICKET. Do NOT message agent directly as we have been told it will take forever if ever for them to reply that way.

TICKET is the RIGHT WAY to ask for assistance from Public Mobile.

Ask agent what your options are; they might send you physical SIM or worst case scenario you will have to pay for it.

Re: Phone not esim compatible

computergeek541 — Tue, 13 Aug 2024 17:57:08 GMT

@BKNS27 wrote:
@Tim51
It depends on which model of the Samsung S20 your daughter have. There is a dual SIM and a eSIM/SIM version for this model.
If it is a dual SIM then you need to contact a CS_Agent and explain but since PM is not offering free SIM with new activations.
It would be better off that you go to your local Telus/Koodo store and pick up a SIM for $10 and start from scratch on the PM app.

The customers should not start from scratch with a new activation. This will cause the custoemer to be charged for a second plan/second account. The first account must be fixed.

Re: Phone not esim compatible

computergeek541 — Tue, 13 Aug 2024 18:06:41 GMT

@BKNS27 wrote:
@Tim51
It depends on which model of the Samsung S20 your daughter have. There is a dual SIM and a eSIM/SIM version for this model.
If it is a dual SIM then you need to contact a CS_Agent and explain but since PM is not offering free SIM with new activations.
It would be better off that you go to your local Telus/Koodo store and pick up a SIM for $10 and start from scratch on the PM app.

The Galaxy S20 models that only have one SIM card slot cannot be used with eSIM at Public Mobile either.

Re: Phone not esim compatible

Tim51 — Tue, 13 Aug 2024 18:42:36 GMT

I was finally able to submit a ticket after it wouldn't let me. Is there a way I can go back to the option for a normal sim card?

Re: Phone not esim compatible

Neil11 — Wed, 14 Aug 2024 03:55:46 GMT

I had the same issue with S20, initially said it was esim compatible then when I went through activation steps said it was not. Put in it a ticket and CS_Agent advised i had to get physical SIM. You can get one at a mobile klinik store or telus/koodo store. The CS_Agent then credited my account the full cost of the physical sim $11.30(10+tax) and helped me complete my activation. Was a little annoying but give PM a chance,once you are set up ot is really good and great value for plan.