SIM/ eSIM Swap Issue

[F206]

I originally had a eSIM with my activation with phone number... Let's say phone number '123'. Then I had to factory reset my phone for an unrelated issue, and had to pay again for my eSIM - so I got a normal SIM so this wasn't an issue again. 

I have a Pixel 7a. 

When I got the SIM and registered my number to '123', everything was fine. But I changed my phone number with Public shortly after (the reasons I won't share). New number is '987'. 

My RCS chats are registered with my 123 number still, and if I go into my network settings, under the heading 'Phone Number' it has my 123 number. But all my calls and texts are from the 987 number when I look on other people's devices when I call them or text. 

My RCS chats are exceptionally slow, pictures mostly - that's the issue. They send eventually and are recieved by other devices from the 987 number. 

I've factory reset my phone again and it didn't change the Phone Number in my network settings and my RCS is still stupid slow (I did not use a back up to restore, I went hardcore and just reset everything back). And I've disabled my RCS, cleared the cache and storage, and reset my phone too from online feedback on Google.

Anyone have feedback? The slow sent messages are driving me mad.

[samsunga31]

That has been one of the biggest complaints that customer service hasn't been replying to customers in a timely fashion in the last several weeks. However, it seems a CS Agent has been on the forums in the last few hours so maybe they may reach out. If they don't reach out, click on your first ticket and ask for an update.

[F206]

I've made 3 tickets and no reply still. I can't get through to Public. 

[samsunga31]

You can create a ticket using the chat bot at the bottom right page and ask for csa to help.

Or if that doesn't work, here is the direct link.

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

[Sansan · Accepted solution]

Did you update your new phone number under your Profile in your self serve account?

You have a physical SIM card now? If you have another phone, slip the card in to reprovision it.

You could also ask agents to reprovision your account on their end. You can use the chatbot to create a ticket.