esim transfer

[Sweenie]

I am having the same problem. eSIM and actual phone number went to another phone - that now has 2 phone numbers on it. We cannot set up an account on the phone that needs the eSIM because it thinks the phone number is already set up on Public Mobile. I have purchased a new eSIM and I cannot use it. It will only install on the phone that now has 2 phone numbers and 2 eSIMs on it

[Sweenie]

In case this helps anyone having the same problem: we had to purchase a physical SIM card from Telus, open the app (using WiFi) on the second phone that did not get the eSIM, keep the eSIM on the first phone that was not meant to get it. All access security codes were sent to the first phone, which were then used on the second phone to set up the physical SIM on that phone through the app. Then we deleted the eSIM on the first phone, once the physical SIM was functioning on the second phone. So we had to purchase the SIM card and were not able to use the eSIM we purchased. Cost $20 plus tax Canadian to rectify this. 

[will13am]

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@Sweenie wrote:

Thanks - we cannot set up an account on the second phone. It will not accept the phone number as Public thinks that number is still being used on the first phone. We even deleted the Public eSIM on the first phone and still cannot create an account on the second phone. 

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@Sweenie , you don't need to create the account again on the second phone.  Simply run the Public Mobile app on the second phone and login using the already created account credentials.  

[Sweenie]

Thanks - we cannot set up an account on the second phone. It will not accept the phone number as Public thinks that number is still being used on the first phone. We even deleted the Public eSIM on the first phone and still cannot create an account on the second phone. 

[will13am]

@Sweenie , Public Mobile does not support e-SIM transfer from device to device.  You should be able to use the mobile app on the second device that currently does not have an active e-SIM to purchase an e-SIM.  That would deactivate one of the two e-SIMs on the first phone.  Be sure to use the desired Public Mobile account on the second phone when purchasing the new e-SIM.  

[hTideGnow]

hi @Sweenie 

you might need PM support agent to help,  you can submit ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage