topic Need to re select a physical SIM? in Get Support

Need to re select a physical SIM?

Lynn987653 — Tue, 20 May 2025 00:50:57 GMT

Hi everyone, my husband accidentally selected esim, and went through, paid and now is on the activate step.

Unfortunately his phone isn't e Sim enabled. Sk he can't go forward. But he also can't gk back to select a physical Sim.

Does anyone know how to help?

Re: Need to re select a physical SIM?

Handy1 — Tue, 20 May 2025 00:14:06 GMT

@Lynn987653 Be quickest to go to Telus Koodo store pick up physical SIM card and get support to swap it to physical sim and update the sim number for you and ask if the will refund you for picking up SIM card from store

r send a private message To CS_Agent

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

After submitting ticket keep an eye on your community inbox for their reply , or you can use this link to the community in box

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Need to re select a physical SIM?

Chalupa_Batman — Tue, 20 May 2025 00:25:17 GMT

@Lynn987653 wrote:
Hi everyone, my husband accidentally selected esim, and went through, paid and now is on the activate step.
Unfortunately his phone isn't e Sim enabled. Sk he can't go forward. But he also can't gk back to select a physical Sim.
Does anyone know how to help?

Hello @Lynn987653

Please contact a CS Agent via this route to get this resolved. However, for Public Mobile to send out a new SIM card may take a bit longer than normal, especially with Canada Post calling strike votes. Below is a way to get a SIM card faster.

Please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket. Enter CONTACT US into the chat and follow the prompts.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

To get a new SIM card the fastest routes are these.

https://www.publicmobile.ca/en/bc/pick-up-SIM - Find a local store in your area.

Amazon - Here you can get it cheaper and maybe a few days wait $4.99

Re: Need to re select a physical SIM?

Lynn987653 — Tue, 20 May 2025 00:55:09 GMT

Thanks!

I bought the physical Sim already.

But we can't select that option anymore.

He is trying the links you suggested to get a traceable ticket so someone can help him get back to the step where he can choose a physical Sim.

Unfortunately it just keeps circling around with Chat bot answers and ask the community. He can't find an option for a traceable ticket for an agent to respond

Re: Need to re select a physical SIM?

Lynn987653 — Tue, 20 May 2025 01:04:44 GMT

Thanks!

Private message submitted.

Fingers crossed