e sim activation

[gypsydewdrop]

hello, i have public mobile on my kids phone and did not realize payment had lapsed. Temporarily deactivated account. Could not make a payment to reactivate so purchased e sim and made monthly payment to get in again. now it does not let me port the old number from the physical public sim to the e sim without getting a new number. How can i keep the old number?

[CSA_PM]

Thank you for the escalation! The customer is in contact with an agent.

[hairbag1]

@gypsydewdrop 

sounds like your account has fouled and you need Customer Support to help. Use this link to message them. Watch the Community inbox will be highlighted when they respond to you.

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

[softech]

@gypsydewdrop if the suspension was less than 90 days , you made the payment and you don't need a new eSIM.  Reboot phone and it should work

If it asked you a new phone number, it looks to me you were not logging in your kid account using the email address it was used to subscribe, instead you could be activating a new account.  You certainly need PM CS agent to sort out the situation 

I have escalated your ticket on your behalf.  PM support will reach out to your via Community inbox.  Please monitor here for their reply:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

(Since it is a bit late tonight, they might not reply you until tomorrow morning)

[gypsydewdrop]

it does not let me past the new sim card activation. It shows payment successful but wants me to choose a new ph number. 

[softech]

@gypsydewdrop you just have to login your kid's account using a browser.  After logged in, use this link to load enough funds to resume service 

https://myaccount.publicmobile.ca/en/account/payment/funds/card

When loading funds for renewal, remember to add E911 fess if you are in the following provinces: AB, NB, NF, NS, NWT, NU, PEI, QC, SK