topic SIM & eSIM CONFLICT. in Get Support

SIM & eSIM CONFLICT.

Abu_Almond — Tue, 29 Apr 2025 23:34:06 GMT

After purchasing eSIM Public Mobile switched my account from physical SIM card to eSIM. I haven't activated eSIM and willing to switch back to the physical one that I have. How do I do that?

Re: SIM & eSIM CONFLICT.

hTideGnow — Tue, 29 Apr 2025 18:07:49 GMT

hi @Abu_Almond

you cannot switch back. The new sim (esim or physical) will take over the old one and the old one will no longer be used.

so, did you use the PM app, logged in and bought esim? after you purchased it, the esim is activated and the app will install it for you. Even you might think it didn't install, the new esim already took over

do you have problem with the esim setup?. First remove the old physical sim and reboot phone. Make sure the PM esim shows up on your Settings->Cellular screen or Sim Manager, and make sure it is active and set as Primary. Reset network settings and it should be good

Re: SIM & eSIM CONFLICT.

Abu_Almond — Tue, 29 Apr 2025 18:17:46 GMT

no.. I have purchased eSIM in order to purchase new line with another phone number. I need the old one to be active. I'm OK to give up on the eSIM that I've paid, but I need the old one staying with me.

Re: SIM & eSIM CONFLICT.

Abu_Almond — Tue, 29 Apr 2025 18:29:48 GMT

I have purchased eSIM for activating another plan. As per my investigation, I can have both of Sim and eSIM activated in my phone number. Also, my phone number Support two SIM cards.

but more important!

It messed up redirection of my vanity number to my phone number and I do not receive any calls from my customers.

I must have it switched back ASAP. I am losing business for that.

Re: SIM & eSIM CONFLICT.

hTideGnow — Tue, 29 Apr 2025 18:32:53 GMT

hi @Abu_Almond

you can have esim and physical sim co-exist on the same phone, but they have to be different phone numbers. are they different numbers?

if they are same number, it won't work. The new esim will be the one that take over

and if you need PM help, then submit a ticket with CS Agent using Chatbot here:
  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 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: SIM & eSIM CONFLICT.

CSA_PM — Tue, 29 Apr 2025 19:01:57 GMT

I sent you a private message — you can reply by clicking this link: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage