New iPhone on eSim

[j3tang]

I am currently a PM subscriber on an iPhone 12 using an eSim.

I've got a new iPhone 16 which I want to use, also through eSim.

The esim FAQs say:

Currently, the transfer of an eSIM from one device to another is not supported.

However, we do offer the option to transfer the service from one eSIM to another. To make this transition, you'll need to purchase a new eSIM. When you request a new eSIM, we automatically identify you as an existing eSIM user and waive the replacement fee.

The steps for purchasing a new eSIM are as follows:

1. Log into the Public Mobile app or My Account.
2. Tap on the 'Account' tab.
3. Select 'Purchase SIM Card.'
4. Choose 'eSIM' as your SIM card type.
5. Tap 'Install' to complete the purchase.

I am stuck on step 4, where my only option is "Order a SIM card ($10)" or "Pick up SIM card ($10)".

There is no option for selecting to "purchase esim".

When I attempt this on a browser and get to the "Purchase SIM" section, I can select "esim" and when I do, it says:

To purchase an eSIM download the Public Mobile app. You can download the Public Mobile app by scaning the QR Code.

And below that message is a QR code linking me to download the PM app.

[j3tang]

hmm ...... a bit frustrating to say the least ... it was a decently smooth transition 1.5yrs ago when I switched and never needed support for anything until this recent incident with a new phone.  

In that case, maybe the physical PM SIM card can kick start something.  May reach out to a different agent regarding the eSim re-imbursement if it doesn't work out with this one.  In any case, spending $5 to get everything back onto the old phone isn't the end of the world.  Just hoping that there would be a way forward when I stop by a store tomorrow.

[Phil_Adelphus]

@j3tang  The only thing the (corporate) Telus/Koodo stores can do is sell you a Public Mobile sim card.  They don't offer any kind of support for PM customers, so there's just this community and the PM customer service agents to sort out anything that is a problem under the Public Mobile self-serve model.  You certainly are having a frustrating time of it!

[j3tang]

totally agreed with the physical sim sentiment!

Unfortunately, the physical slot is used corporately and because it's not 'my' account (it's managed by the company), it leaves only the eSim available for me to utilize.  I'll try your suggestion at an actual booth to see if they can sort it out.

meanwhile I've asked the agent to confirm the re-imbursement of the eSim and they're giving me the run around so that might have to get sorted at a store too.

Me: (attached screenshot of the invoice for the eSim) please confirm how I will see the re-imbursement of the eSim? will it show up on my "payment" tab as "available funds"?

Agent: On your account it is eSim not physical sim. please send eSim invoice.

Me: I just sent you the invoice, but I'll include it here again. (I attach invoice again)

Agent: We have no access to the eSim, only you can activate it. The steps are: find QR code, scan with phone, install the eSim.

Me: OK thanks. Please confirm when the re-imbursement has been processed.

*cricket chirp*

[Phil_Adelphus]

@j3tang   Maybe the easiest way would be to go to a Telus/Koodo store and get a physical PM sim (or order from Amazon which is typically quicker than Public Mobile especially if you have Prime).  Start the phone off with the physical sim and then, if you want (and can!) switch it to an esim.  Physical sims do have the advantage of much easier transition from one phone to another but that's assuming you don't need to be on esim for some reason.

[j3tang]

wow ... all I can say is that I really hope not all CS Agents are this way, but this person has not been helpful this whole time.

[j3tang]

Oh for sure, the agent has acknowledged it. it's just they picked up on that part about the old phone purchasing the eSim when the main issue of getting the eSim on the new phone hasn't been resolved 😢

 they said send us a screenshot and they'll re-imburse.  

edit: the CS agent is saying the eSim is purchased on the acct, but the instructions in the app seem to indicate otherwise.  It clearly states it's for this particular phone (which is the old iPhone).

[Phil_Adelphus]

@j3tang   I re-purchase it doesn't waive the fee anymore like it did when the eSim will still associated with the old phone.

It should credit you back the $5, if it doesn't then add that to customer service's to-do list.

[j3tang]

ok, deleted app, did the iOS update, and re-installed PM app.

I was not able to do any Carrier Profile update because I assume the phone needed to know what carrier I was using to be able to do any update.  The phone is new and has not been able to connect to the PM network so it's not aware of it's existence.

Anyhow, the update didn't fix anything in the app -- still a no-go for the eSim purchase.

[slusagm]

delete PM app before iOS update 

and cement to update Carrier Profile after iOS update , then install PM app and try

[j3tang]

looks like it is not up to date, so I'll give that a try to see if it fixes anything.

While I was browsing the community, I saw someone suggest to ask the CS Agent to purchase the eSim (since the cost should be waived anyways) and then have them send the QR code.  Now that I've deleted the eSim on the old phone, when I re-purchase it doesn't waive the fee anymore like it did when the eSim will still associated with the old phone.

[slusagm]

yes, delete eSIM on the other phone should not make a difference.  Your iOS is up to date?

[j3tang]

The suggestion from agent is to delete the eSim on the old phone first before attempting the purchase on the new.

A bit hesitant to do this because once I delete eSim from phone I will be phone-less.  Going through the support docs, I didn't see anywhere that indicates these steps for transferring to a new phone.  Hopefully it was my miss and shame on me 😄

edit: deleting eSim from old iPhone didn't change anything.  New iPhone does not allow me to purchase eSim, old iPhone will allow me to purchase.

[j3tang]

Thanks for suggestion! I logged out of the app on both phones, shut off the old and had the 2FA sent by email, but unfortunately no dice with the eSim purchase from the new phone's app.

On an encouraging note, I received a response from the CS Agent asking what the issue is .... I guess they didn't read my first message to them, but hopefully they've got all the info they need at this point.

[Phil_Adelphus]

@j3tang   I don't know if it would make any difference, but while you're waiting for customer service maybe try turning off the old phone, log in with the new one by getting the 2FA code by email and see if that does anything different.  

[j3tang]

I received the 2FA code on my old phone because it was sent via txt msg (and the old phone is still where my current plan is on).  I used that info as part of the login process on my new phone.

[Phil_Adelphus]

@j3tang   I was wondering if the problem was that the system thought you were setting  up a new account.  When you were on the new phone and logging in did it not want to send a 2FA code to the phone?  When that doesn't go through it gives you the "didn't get the code" option which sends the 2FA by email instead.  So you were able to log in to your existing account on the new phone without the 2FA?

[j3tang]

Messing around on the old phone since I've yet to wipe it, I logged back in to the PM account through the app, I see that I can purchase an eSim!!  What I'm hesitant to do though is follow through because on that screen, it indicates that "this" phone is compatible and to ensure that I will be using my plan on "this" device as eSim compatibility and installation is performed on the current device.  the "this" refers to the old iPhone 12.

[j3tang]

Ahhh business hours … haha makes sense 🙂

as for your question about the login, I didn’t receive anything new in an email about logging in to my acct from new phone. I did the transfer from one iPhone to another and the app worked out of the box after the transfer, aside from just logging in using my credentials. 

Was there supposed to be a different process I should have followed?

edit: sorry, misunderstood your question.  re-reading your question, yes, I used my email and password to login to the app on the new phone.

[Phil_Adelphus]

@j3tang  Customer service hours are 9 am to 10 pm eastern so you wouldn't likely get a response outside of those hours.  One thing I'm wondering, when you downloaded the app to your new phone, did you use the email option to log in to your existing account on that same phone?

[SourDude1234]

Hi,

Sorry for the delayed response. Yes, unfortunately, PM support does take some time to respond back.

[j3tang]

Don't suppose you could find the topic?  I tried searching and couldn't come up with anything.

I sent a message to the CS Agent and within minutes got a message back asking for acct info in order to get the support going.  Haven't heard back since after providing the requested info about 10 hours ago.  This is the first time I've ever had to reach out to support as a PM customer, so I wasn't sure what to expect.  Is this normal?

[j3tang]

Thank you, will do.  Gonna try to post some screenshots to see if there's something I'm missing that you guys might see.

[TheSterlinger]

@j3tang  strange I remember someone else mentioned something about this yesterday...

[SourDude1234]

No problem, they likely won’t respond immediately so it’s important to be logged in to your community account. Good luck with your setup.

[j3tang]

no tiny text to purchase esim, only two buttons are per OP, order sim ($10) and pickup sim ($10).

I will give that link a try.  thanks!

[j3tang]

Yes, app is on new phone, see above for description of what I see in the app on new phone.

[TheSterlinger]

@j3tang  so have you downloaded the Public Mobile App on your new phone yet? Once you do, you click on Account and order eSIM. You will receive the email with the qr code to scan and complete.

[SourDude1234]

Hi, on the “Purchase SIM Card” page see if there’s a tiny text to purchase eSIM. If not, private message a CSA agent using the following link, tell them your details such as account #, name, email, etc. They’ll send you a QR code to install eSIM on your iPhone. Please monitor the mail icon in your community account, they’ll respond there.

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

[Phil_Adelphus]

@j3tang  Are you logged in to the Public Mobile app on your new phone?