topic Re: esim in Get Support

esim

alfie01 — Fri, 11 Oct 2024 18:32:09 GMT

Had my phone reprogrammed and now will not allow me to reinstall esim, Tells me to contact customer support have tried with help from customer support. They tell me to purchase new esim which I tried but will not allow to purchase new esim.

Re: esim

hTideGnow — Thu, 10 Oct 2024 22:24:04 GMT

hi @alfie01 you need to install a new eSIM using PM app

download PM app on the phone. Login and use email to receive 2FA. (Click didn't receive code and choose Send email)

Go to Account page, click Buy sim card and choose esim

the system will charge you $5 for the esim. Pay for it first, then open ticket with PM support to ask for reimbursement

Re: esim

softech — Thu, 10 Oct 2024 22:25:31 GMT

@alfie01

And already installed eSIM cannot be installed a second time. BUT Luckily, you can get a replacement for FREE

To rebuy new eSIM for FREE, 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 (the system will check and apply a $5 credit to bring the total price back to $0 at checkout), and follow the prompt to complete and purchase and install eSIM on your device
(in rare case that PM charges you for the replacement esim, you can submit a ticket with PM support and ask them for reimbursement)

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.

Re: esim

Chalupa_Batman — Thu, 10 Oct 2024 22:26:22 GMT

Hey @alfie01

There's no worries here. This is how it works. If you've purchased an eSIM previously, any time you need a new one, for this exact reason that you reset your phone, all you have to do is go into the app, buy a new one for $5 and when you check out, the $5.00 will go to $0.00 on check out. Give it a try and let us know if it worked.

Re: esim

alfie01 — Thu, 10 Oct 2024 22:26:48 GMT

Tried all of that, will not allow me to purchase new esim,

Re: esim

Handy1 — Thu, 10 Oct 2024 22:27:11 GMT

Just download the app and log into your account then buy install new eSIM , you can get credit back afterwards .

Re: esim

Chalupa_Batman — Thu, 10 Oct 2024 22:32:34 GMT

@alfie01 wrote:
Tried all of that, will not allow me to purchase new esim,

If it's not letting you do it, reach back out to a CS Agent and advise them you already purchased one and the system won't give you a free one. Ask them for a $5 on your account to purchase one. I'm sure they'll do that.

To submit a ticket with CS Agent using this Chatbot link

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Type Customer Service and follow the prompts. If you are having any issues, here is a direct link by sending a private message

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

Re: esim

hTideGnow — Thu, 10 Oct 2024 22:39:05 GMT

HI @alfie01

what exact error you got when you try to buy?

is that a payment error ? can you post the screenshot?

but if you like you can also message support agent again, buy likely they can't help to buy eism, so, you might have to change to physical sim

to contact support agent, message them :

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