topic Re: defective physical sim exchange in Get Support

defective physical sim exchange

nishin — Thu, 06 Feb 2025 15:39:22 GMT

the new physical sim is taking a long time to activate. how long does it take to switch from an esim to sim?

if I have a defective sim, how I exchange it?

Re: defective physical sim exchange

hTideGnow — Thu, 06 Feb 2025 15:37:08 GMT

usually it is fast. But you might want to ask support to confirm on the system. If it is really a physical sim problem, they can either send you another one, ask you to buy another one from stores close to you and reimburse the charge

Check with PM support agent first. You can submit ticket by direct message:

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

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: defective physical sim exchange

BKNS27 — Thu, 06 Feb 2025 15:47:46 GMT

@nishin

Try rebooting your phone by powering off then back on and see if SIM works.

Re: defective physical sim exchange

nishin — Thu, 06 Feb 2025 15:51:16 GMT

restarted and confirmed my phone is unlocked. still nothing. I have sent a message to support.

Re: defective physical sim exchange

nishin — Thu, 06 Feb 2025 16:00:12 GMT

I turned on the "Business" line and now my sim is working. I don't know why I couldn't use the regular line. I only have one phone number.

Re: defective physical sim exchange

hTideGnow — Thu, 06 Feb 2025 16:02:51 GMT

hi @nishin

do you have another esim there? you might still have your old Public Mobile esim or other carrier's esim, disable them (or even delete them)

Re: defective physical sim exchange

nishin — Thu, 06 Feb 2025 16:05:45 GMT

I disabled the esim before restarting. I don't understand the difference with two lines showing up but by turning on the business line, the SIM activated immediately even though I only have one phone number.

Re: defective physical sim exchange

hTideGnow — Thu, 06 Feb 2025 16:09:09 GMT

hi @nishin

for one line, it doesn't really matter, but still you can try change it back to Primary