topic Re: reactivating cellular connection in Get Support

reactivating cellular connection

Mikey691 — Thu, 16 Oct 2025 14:56:38 GMT

I have transferred my old iPhone 12 to my new iPhone 17. Both have eSims installed but I have no cellular connection (SOS)l on the new phone ...just the iPhone 12. Is this because PM will not support 2 phones at the same time. How to I initiate connection on the iPhone 17?

Re: reactivating cellular connection

softech — Thu, 16 Oct 2025 14:59:28 GMT

@Mikey691

no Canadian provider supports two active sim for the same account/phone number. You need to install a new eSIM on your new phone (and the old one eSIM will stop functioning after successful setup of the new eSIM on the new phone)

To get new eSIM for FREE, first, download the app on your new phone and login. If you have problem with receiving 2FA code, click "Didn't Receive code" or "Resend code" and choose either Send email or Send voice message

Once logged in, 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/get-help/articles/esim-faqs

While direct eSIM to eSIM transfers are not supported, we do offer the option to transfer service from one eSIM to another by purchasing a new eSIM. If you are already using a Public Mobile eSIM, when you request a new eSIM, we automatically identify you as an existing eSIM user and waive the replacement fee, provided you meet certain conditions.

To qualify for a fee waiver when transitioning between eSIMs, you must meet the following criteria:
* The current Public Mobile eSIM must be actively installed in the device you’re transferring from.
* The eSIM must have been purchased at least 15 days prior to the new request.

Re: reactivating cellular connection

Mikey691 — Thu, 16 Oct 2025 15:20:13 GMT

Thank you. Do I have to delete the eSim on my old phone first?

Re: reactivating cellular connection

softech — Thu, 16 Oct 2025 15:29:56 GMT

@Mikey691

no, don't delete the eSIM on the old phone, you need that to receive 2FA SMS to login app installed on the new phone

only delete the eSIM on the old one when you see the eSIM working on your new phone

Re: reactivating cellular connection

Chalupa_Batman — Thu, 16 Oct 2025 15:31:05 GMT

@Mikey691 wrote:
Thank you. Do I have to delete the eSim on my old phone first?

Hello @Mikey691

You can delete the eSIM on your iPhone 12 once your new eSIM is active on your new phone. Then you just download the app and re purchase the eSIM on your new iPhone 17, which you've already done. Then you just go into your SIM settings and turn that line on and reboot the phone.