topic Re: SIM/ eSIM Swap Issue in Get Support

SIM/ eSIM Swap Issue

F206 — Mon, 27 Oct 2025 23:53:15 GMT

I originally had a eSIM with my activation with phone number... Let's say phone number '123'. Then I had to factory reset my phone for an unrelated issue, and had to pay again for my eSIM - so I got a normal SIM so this wasn't an issue again.

I have a Pixel 7a.

When I got the SIM and registered my number to '123', everything was fine. But I changed my phone number with Public shortly after (the reasons I won't share). New number is '987'.

My RCS chats are registered with my 123 number still, and if I go into my network settings, under the heading 'Phone Number' it has my 123 number. But all my calls and texts are from the 987 number when I look on other people's devices when I call them or text.

My RCS chats are exceptionally slow, pictures mostly - that's the issue. They send eventually and are recieved by other devices from the 987 number.

I've factory reset my phone again and it didn't change the Phone Number in my network settings and my RCS is still stupid slow (I did not use a back up to restore, I went hardcore and just reset everything back). And I've disabled my RCS, cleared the cache and storage, and reset my phone too from online feedback on Google.

Anyone have feedback? The slow sent messages are driving me mad.

Re: SIM/ eSIM Swap Issue

Sansan — Tue, 28 Oct 2025 00:10:37 GMT

Did you update your new phone number under your Profile in your self serve account?

You have a physical SIM card now? If you have another phone, slip the card in to reprovision it.

You could also ask agents to reprovision your account on their end. You can use the chatbot to create a ticket.

Re: SIM/ eSIM Swap Issue

Socrates8567 — Tue, 28 Oct 2025 00:13:43 GMT

You can create a ticket using the chat bot at the bottom right page and ask for csa to help.

Or if that doesn't work, here is the direct link.

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

Re: SIM/ eSIM Swap Issue

F206 — Tue, 28 Oct 2025 00:48:06 GMT

I've made 3 tickets and no reply still. I can't get through to Public.

Re: SIM/ eSIM Swap Issue

computergeek541 — Tue, 28 Oct 2025 00:48:52 GMT

Re: SIM/ eSIM Swap Issue

Socrates8567 — Tue, 28 Oct 2025 00:55:29 GMT

That has been one of the biggest complaints that customer service hasn't been replying to customers in a timely fashion in the last several weeks. However, it seems a CS Agent has been on the forums in the last few hours so maybe they may reach out. If they don't reach out, click on your first ticket and ask for an update.

Re: SIM/ eSIM Swap Issue

akidesir — Wed, 18 Feb 2026 16:47:44 GMT

If you already had a eSim on your phone, but end up getting a new phone you can go ahead and install the Public Mobile App on your new device in this example a iPhone. Then log into the Public Mobile App, then click Account on the bottom, and then choose Purchase a Sim Card. Select Continue with eSim ($5). Your previous eSim purchase has to be 15 days or more and then it'll show $0, if within 15 days then you'll be billed $5 for this. Follow the remaining steps to add the eSim, and you're all set!