ESIM Issues

[Godzillaz]

So after jumping through hoops like a trained seal (this is now the 4th time the system has billed me for the "free" ESIM swap for hardware upgrades; website claims its $0 but it NEVER is... even when new ESIMs were promo for $0 they still charge for $5)

And customer service is terrible; usually takes 4 to 5 emails as they keep requesting various random verifications

1st rep is like whats name + alt contact, you answer, 2nd rep is like ok so now whats account number + last 4 digits on credit, you answer, 3rd rep is like so how much is your top up (plan cost) and when was last time you buy addons... its crazy... amount of time to get a simple refund

But what I want to know is WHY Public does not simply support ESIM transfers?

Every modern phone in like last 3 years can copy an ESIM from your old phone to new phone with a carrier validation prompt (my other ESIMs just pop over, followed by a warning ESIM wont be active for 30 minutes. Then old ESIM gives warning message to log in to your online profile and other carrier has a message in profile to click here if you dont want to cancel old ESIM and activate new ESIM)

[computergeek541]

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@Godzillaz wrote:

ESIM replacement is supposed to be $0 as per the website

https://www.publicmobile.ca/en/get-help/articles/esim-faqs

Can I transfer my eSIM to a new device?

If you're switching devices, a new eSIM will be required for the new phone.

Existing eSIM users at Public Mobile who need a replacement can do so at no extra cost. When you request a new eSIM through the usual process, we automatically identify you as an existing eSIM user and waive the replacement fee, provided you meet certain conditions. See below for steps on how to get your new eSIM.

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Unfortunately, customer support agents don't have the ability to change the self serve computer systems.  These are difficulties that have been mentioned before to Public Mobile, and hopefully these can get addressed.

[Godzillaz]

ESIM replacement is supposed to be $0 as per the website

https://www.publicmobile.ca/en/get-help/articles/esim-faqs

Can I transfer my eSIM to a new device?

If you're switching devices, a new eSIM will be required for the new phone.

Existing eSIM users at Public Mobile who need a replacement can do so at no extra cost. When you request a new eSIM through the usual process, we automatically identify you as an existing eSIM user and waive the replacement fee, provided you meet certain conditions. See below for steps on how to get your new eSIM.

[Godzillaz]

Thats the entire point; it does NOT work @hTideGnow  (look at the screen shot you posted; you WILL be charged $5 + taxes instead of the $0 it is supposed to be)

I mean I have tried multiple times with multiple accounts and devices and it NEVER works

You obviously need the app to install / order your replacement ESIM (there is no other way, if you even did try to buy it through website it simply shows a QR code to use the app_

As well even CS claims the "only" way is to pay the $5 and get an account credit after arguing with them (instead of simply allowing an ESIM to be transferred like every other carrier I have seen)

Quote from Leo:

Hello there!

My name is Leonardo and I will be happy to help you today.
The eSIM is now $0 because of a promotion, the system still takes the money, buy an eSIM and we will reimburse you

Kind Regards
Leonardo
CS_Agent PM

[hTideGnow]

hi @Godzillaz 

is the eSIM transfer completed?  all you need to is to download PM app on the new phone, login and buy, not hard at all, even easier than transfer