Need help @CS_Agent with e-SIM

[LorDavison]

I am a PM subscriber and my old nano-Sim is giving me error messages in my new iPhone 14 (considered an e-SIM transfer error message).

Willing to try PM e-SIM but cannot find option in the App. Ask need Agent to retain my phone number. Please help - tickets aren’t working for me.

[LorDavison]

That article was what i needed - I have submitted the new number (had also filed a request for help). Hopefully it gets ported over. It was almost impossible to see where this "tab" for profile was on any of my phone, iPad or computer devices. A mystery + symbol floating on the page was what I needed for the menu.

[esjliv]

---

@LorDavison wrote:

Haven't heard from a CS Agent but what I am hearing is that the technology is tricky and just have to live with this for now.

---

In my view, don't release something that is not ready, or causes issues for customers @LorDavison 🙂

See "How To Change Your SIM Card" in this Help Article: https://www.publicmobile.ca/en/on/get-help/articles/change-sim-number

[hTideGnow]

HI @LorDavison   I hope you can go back to eSIM before summer ends (hopefully by then, existing customers can change to eSIM if they wish)

But personally, I prefer physical sim for easy to move around phones 

[Handy1]

@LorDavison  yes unfortunately for now existing customers don’t have option for eSIM this should change at some point . But honestly I prefer physical SIM card anyways . Easier to change phones and just put in the SIM card then the hassle or having to buy a new eSIM each time you want to use a different device 

[LorDavison]

Haven't heard from a CS Agent but what I am hearing is that the technology is tricky and just have to live with this for now.

[Handy1]

@LorDavison  If you can sign into your my account swap SIM card numbers like this in profile tap 

SIM  SWAPPING  profile tabs

Note only do this on lap top or computer/ not mobile device

[LorDavison]

Yes thanks got it by calling ahead and confirming they had Public Mobile SIM in stock. Now to set up the new phone and figure out how to get my phone number!

[Handy1]

@LorDavison  You can still pick them up at certain Telus and Koodo kiosks , best to call first . Also Amazon has the for $4.99

[LorDavison]

THANKS! I have sent a private message now that I know how to do that!!

I assume these are growing pains for e-sim here. Would have picked up a physical PM sim if Walmart would have sold it to me but they refused and said they don't carry them anymore?? Stay tuned!

[softech]

@esjliv 

there are more technology involved

At the moment, if someone deleted the eSIM profile, they cannot even ask for new QR to reinstall, they have no choice but to change back to physical s

 Similarly, if someone on eSIM and want to change phone, or phone got wiped, sorry, a NO as well.  The system is not fully set up for all eSIM operations yet

[softech]

@esjliv there are more technology involved. At the moment, if someone delete the eSIM profile, they cannot even ask for new QR to reinstall, they have no choice but to change back to physical sim

 Similarly, if someone on eSIM and want to change phone, or phone got wiped, sorry, a NO as well.  The system is not fully set up for all eSIM operations yer

[softech]

@LorDavison you can't.  eSim is not available for existing customer.  Only new activation can activate with eSIM

[esjliv]

@LorDavison - you can submit a ticket this way also for help with the eSIM, contact Public Mobile Representatives (CSA) by submitting a message(ticket) to them here: Private Message to Public Mobile Customer Support Agents (CSA)

EDIT - Right, I think I read what @Handy1 posted, that they are for new activations. Thanks Handy1

But, really, that is strange right? Why couldn't an existing member transfer to an eSIM. @LorDavison if you do ask Customer Support ask them why this reason is, and maybe come back and share it 🙂

[Handy1 · Accepted solution]

@LorDavison  You can’t esim is only for new activations for now