Replacement phone cannot get eSIM

[Jeff_Q]

I am at my wits end.
My wife has an iPhone XS, but the battery gets hot when charging, so I bought a replacement iPhone XS. Apple has  a pretty nifty application that transfers everything from the old phone to the new one, except for the eSIM. Apparently Public Mobile does not support transferring eSIMs, so it is necessary to buy another.
Clicking Set Up Cellular produces the message The SIM in your old iPhone does not support eSIM transfer. Contact Public Mobile for assistance. So far that has been useless.
I have had 5 responses from customer service. So far, they haven't yet been able to understand that I want to keep the existing account/plan, keep the phone number, but use another phone. One response even said that the account was closed a year ago. Obviously it wasn't, since they withdraw a payment each month via credit card, and my wife can still make calls with her old phone.
Does anyone know how to get a new eSIM for the existing account/phone number?
Or a way to contact someone in customer service that knows more than a chatbot?
Thanks!!

[Jeff_Q]

I am going to try buying a SIM at a TELUS kiosk.

[BKNS27]

@Jeff_Q 

If her account is active then you should be able to login to her account and make the purchase of the eSIM.

Check the status of her account by calling 1-855-4PUBLIC on your phone.

The other option is to purchase a SIM and transfer the old eSIM to the SIM if her account is active.

[Phil_Adelphus]

@Jeff_Q   If you want to switch to a physical sim you can buy one at corporate Telus/Koodo stores, Mobile Klinik, or Amazon.   

[Jeff_Q]

It seems all the Public Mobile kiosks no longer exist. I did a search on the Public Mobile web site where to buy a SIM card. None.

the app on the phone won’t let me get to the menu to buy an eSIM. It jumps directl to trying to activate a new account.

[Jeff_Q]

Unfortunately the app on the phone wants to activate a new subscription. I can’t get to the menu to buy an eSIM with the existing phone number.

[Jeff_Q]

I bought the same model because it worked well until she dropped it. It is a sweet spot for camera capabilities at a cheap price. I asked to have my issue escalated, good suggestion, I hope. The first question from the new agent was off the mark.

[Meow]

Why did you replace iphone with exactly the same model? Don't you think that the same model will have the same issue???

When communicating with agents if you are not satisfied with their answers ask to talk to higher ups. I know a name of one very knowledgeable and helpful agent but am not sure if I am allowed to post a name here...

[BKNS27]

@Jeff_Q 

You will need to download the PM app on the new iPhone and login to her account and purchase a new eSIM in her account then everything in her account will be transferred over to the new eSIM.

[NDesai]

@Jeff_Q Weird that CS agents don't understand eSim transfer request. I would reach out to them again and explain in simple terms that you would I like to transfer eSim to another phone. 

In all honesty, having a physical sim is so much easier

Edit: Download the PM app on your phone. Login to your wife's account. It will ask for a code, but you can authenticate using email option. Then go to SIM purchase option and buy another eSim for the new device.