eSIM activation problem

[FynnM1234567]

my iPhone stopped working. I am trying to activate my new iPhone 13 with my Public Mobile phone number. When I purchased the eSIM in the Public Mobile app on the new phone and go to activate the eSIM, it is trying to activate a brand new phone number, instead of transferring over my existing phone number. I don’t know how to transfer over my existing phone number to my new phone and I no longer have access to my old phone as it is no longer working at all. 

[CSA_PM]

Thank you for bringing this to our attention! The customer was already in a private conversation with one of our agents when the post was escalated. The agent will continue assisting them directly.

[hTideGnow]

hi @FynnM1234567 

don't buy new subscription, you didn't login successfully to your current subscription.  You need PM 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