topic Re: Esim transfer to new phone ? in Get Support

Re: Esim transfer to new phone ?

Wjt1234 — Mon, 14 Oct 2024 15:00:19 GMT

Hi Gerald,

was wondering did you solve your eSIM transfer issue. I am having the same challenge currently bought a new phone and can’t transfer.

Tried to transfer to eSIM and didn’t work. Tried transfer back to physical SIM and didn’t work as well.

Thanks.
WJT

Re: Esim transfer to new phone ?

hTideGnow — Sat, 07 Jun 2025 23:02:57 GMT

HI @Wjt1234

Sorry, unlike physical sim card, esim cannot be transferred from phone to phone, but you can buy a Free replacement.

What you need to do is to download the PM app on the new phone, login to the app, go to Account page and choose Buy sim card and select eSIM.

the system might still charge you the $5. Pay and install the esim first.

After the new esim is installed, submit a ticket with PM agent and for reimbursement. You can submit ticket with CS Agent using this Chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Esim transfer to new phone ?

Chalupa_Batman — Mon, 14 Oct 2024 15:20:57 GMT

@Wjt1234 wrote:
Hi Gerald,
was wondering did you solve your eSIM transfer issue. I am having the same challenge currently bought a new phone and can’t transfer.
Tried to transfer to eSIM and didn’t work. Tried transfer back to physical SIM and didn’t work as well.
Thanks.
WJT

Hey @Wjt1234

Not sure who you're speaking to but... to help with your problem is very easy.

Since you already purchased an eSIM in the past, the next one is free. So with your new phone, download the Public Mobile app, log in and purchase a new eSIM. It will say it's $5 but when you go to check out, it will go down to $0. And in case it doesn't, don't worry, pay the $5 and then message a CS Agent for a $5 credit to your account. Super easy to do.

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 transfer to new phone ?

Wjt1234 — Mon, 14 Oct 2024 23:22:00 GMT

Thanks for the quick response. I did message CS Agent after. They are still looking into it. Reached out to them Oct 11 Friday. Still no luck.

Anyone with past experiences on how long this will take?

Thanks.

Re: Esim transfer to new phone ?

hTideGnow — Mon, 14 Oct 2024 23:30:06 GMT

hi @Wjt1234

you don't need support agent for this

as I said above, you just need to download the app on the new phone and buy the new esim. Buy first and get it setup and ask for reimbursement for the $5 later

and if you need to contact support agent, they usually reply within 4 hours. Since you reached out to them on the 11th, you should message them again and check your community inbox for the reply

Re: Esim transfer to new phone ?

Wjt1234 — Tue, 15 Oct 2024 00:12:15 GMT

Thanks for responding.

I tried the same steps you provided through the Public Mobile App.

Bought ESIM and went through the process 3 times on my new phone and tried afterwards with physical SIM.

All of it just didn’t activate the new ESIM or physical SIM.

Sent CS Agent after private message and they tried to help. But after 3 tries they had to escalate to their technical team and I am still waiting.

Re: Esim transfer to new phone ?

hTideGnow — Tue, 15 Oct 2024 00:26:15 GMT

HI @Wjt1234

first, after you got a new esim, all the old one (esim or physical) will be all voided. Only the latest esim will work

next question is, do you know the new esim was properly installed? since you bought it 3 times, did you check your sim manager if the latest esim is set as active (or on iPhone, "Turn on this line" is enabled and set as the latest esim is set as Primary)

yes, if nothing work, wait for support agent to reply, they usually respond within 4 hours, but could take longer as today is holiday. But keep checking your community inbox:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage