Phone was stolen! I need a link to download E-Sim

[Jay662]

Phone was stolen last week, have had no help from public mobile and im frustrated. I have a new phone now and im still subscribed. I need to download an E-Sim but there are no links or QR codes or any help really. I need it ASAP because my number/subscription is active and isnjust wasting away until i can get an e-sim!!!

[Handy1]

@LitlLdy  No I have physical SIM card no eSIM for me unless I’m forced on it one day and this is prime example of why physical SIM card is best in my opinion as I like to switch devices often and I always have spare physical SIM cards on hand in case mine get lost damaged or for friend refferals 

[LitlLdy]

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@Handy1 wrote:

@LitlLdy  I see both options 

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@Handy1 , do you have an eSIM on your phone for that account? If not that may be why you have the option to purchase one whereas myself & @Jay662  don’t have the option on the app! I have eSIM on my new iPhone since August 11, 2023. Meaning, it looks like once we have eSim we can no longer get another one when we get a new phone! Or at least I can’t anymore when I could previously when getting a new phone!

l’m just trying to narrow this issue down so I don’t tell other customers they can purchase another one if we no longer can! Which I can’t!

[Handy1]

@LitlLdy  I think @Jay662  issues are complicated by the fact he’s being treated like they are a new customers and can’t  get logged into their account at all 

[LitlLdy]

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@Jay662 wrote:

Phone was stolen last week, have had no help from public mobile and im frustrated. I have a new phone now and im still subscribed. I need to download an E-Sim but there are no links or QR codes or any help really. I need it ASAP because my number/subscription is active and isnjust wasting away until i can get an e-sim!!!

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@Jay662 , if you sign into your “My Account” on the website (not app) then go to “Profile”, then select “Shop SIM Card Now”.. I have the option of selecting eSIM ($5) but I haven’t done it this way so I don’t want you to waste $5 if it doesn’t work! 😞 

Edit: Never mind, when I tried it told me to download the app! Yet, the app doesn’t give me the option to purchase an eSIM 😞 Sorry. I tried & failed!

[LitlLdy]

@Handy1 , oh wow! Mine doesn’t look like yours! Thanks for sharing what you see! I signed into my account on the website & I see both options (Purchase eSIM & SIM Card) but not on my app! I am going to delete the app & download it fresh to see if it changes.

Edit: I deleted the app & downloaded it fresh.. it didn’t help! I still don’t have the option that you have to purchase an eSIM! So, if something happens to someone’s phone it looks like they can’t get another eSIM on the app for their new phone (like myself)! Yet, signing into my account on the website the option is there!

[Handy1]

@LitlLdy  I see both options 

[LitlLdy]

@Handy1 , do you see eSIM when you click on the section “Purchase SIM Card” (per your screenshot)? I don’t see eSIM on the app anymore! I see exactly what @Jay662 sees! 

[Handy1]

@Jay662  So you can switch to physical SIM card instead but still need to be able to log into your account to sim swap the number . But support can sim swap the number for you if your at the mall and can pick up physical sim card from Telus / Koodo store . Use my link in last reply to message them . Or  just go to your community inbox and nudge them from last private message and say hey I have physical sim please sim swap it for me as the app / websites treating me like a new activation 

or you can use this link to the community in box

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[Jay662]

 Yea ive been trying for days, no support or help. It should be so simple and its not. They sent me a private message saying I can only have an esim for my original phone but I've been subscribed since beginning of 2023. 

Public Mobile didn't even have E-Sim then! It should be as simple as them sending me a download link or QR code. I'm minutes away from just canceling and saying a good riddance Public Mobile forever I'm in the mall right now probably going to switch unless they fix this for me in the next 2 minutes

[Handy1]

@Jay662  Just log into the PM app with new phone and re buy a new eSIM and you will get credited the money back at check out , and keep same phone number and plan notice “purchase SIM card “ tap it and choose eSIM 

If you don’t get credit on check out just contact support and they will help 

submit ticket with support . using the chat bubble bottom right of screen 

If that doesn’t work you can always send  direct  private message to support .

send  a  private message   To CS_Agent

⬇️⬇️⬇️⬇️⬇️Link below ⬇️⬇️⬇️⬇️⬇️

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