eSIM transfer to new phone

[Handy1]

As tittle says esim transfer to new phone not possible , one needs to download app on new phone and rebuy eSIM . I’ve rad here before that it’s free of charge . But I’m here to tell my experience was I had to pay for new eSIM and was charged for it too , contacted support and they ask me why I think it’s free for new eSIM when new eSIM is needed . I said it’s how I understood it to be when you don’t support transferring the eSIM like Telus does . So in the end if public mobile customer gets new phone and its has been more then 15 days since they bought eSIM then NO its not free but a $ grab . RIP physical SIM cards im so disappointed that not all phones have kept physical sim card slot for this very reason . Just another way to take advantage of the end user . Rant over 

[computergeek541]

---

@Handy1 wrote:

Thank you for reaching back. We appreciate your time and patience. 

Addressing this, our eSIM purchases have a $5 charge if a new one is needed. 

Can you please confirm where it is stated these purchases are free to assist you better? 🙂 

We'll wait for your response. Thank you for your time.

Kind Regards

Rodrigo

CS_Agent PM

---

This is a learning opportunity.  I understand that mistakes happen, but a customer should never have to prove that a policy exists.

[LitlLdy]

---

@Kaldra wrote:

@Handy1 

I just transfered my eSIM to my new phone a few days ago and it was in fact free. When I logged into PM and bought a new eSIM at first it said $5 but at the checkout screen it then added a $5 promo.

That said there are apparently conditions to qualify for a free eSIM transfer.

To qualify for a fee waiver when transitioning between eSIMs, you must meet the following criteria:

• The current Public Mobile eSIM must be actively installed in the device you’re transferring from.
• The eSIM must have been purchased at least 15 days prior to the new request.

---

---

Thank you @Kaldra , you’re correct! With that being said I am surprised you did get a free eSIM then! I need a new one after losing it when I fully restored my iPhone last week & had to use a SIM Card at the time.

@softech , @Handy1 , I checked out the eSIM FAQS & that’s what it says. The key was to read the eSIM FAQ’S 😞. The whole statement is below (which unfortunately I didn’t know before. I am ashamed to say that I didn’t see the requirements/conditions):

How to Transfer from eSIM to eSIM

Currently, the transfer of an eSIM from one device to another is not supported. If you're switching devices, a new eSIM will be required for the new phone.

Existing eSIM users at Public Mobile who need a replacement can do so at no extra cost. When you request a new eSIM through the usual process, we automatically identify you as an existing eSIM user and waive the replacement fee, provided you meet certain conditions. See the eSIM FAQ article for more details.

Can I Transfer from eSIM to eSIM? (In eSIM FAQS)

While direct eSIM to eSIM transfers are not supported, we do offer the option to transfer service from one eSIM to another by purchasing a new eSIM. If you are already using a Public Mobile eSIM, when you request a new eSIM, we automatically identify you as an existing eSIM user and waive the replacement fee, provided you meet certain conditions.

To qualify for a fee waiver when transitioning between eSIMs, you must meet the following criteria:

• The current Public Mobile eSIM must be actively installed in the device you’re transferring from.
• The eSIM must have been purchased at least 15 days prior to the new request.

[Kaldra]

@Handy1 

I just transfered my eSIM to my new phone a few days ago and it was in fact free. When I logged into PM and bought a new eSIM at first it said $5 but at the checkout screen it then added a $5 promo.

That said there are apparently conditions to qualify for a free eSIM transfer.

To qualify for a fee waiver when transitioning between eSIMs, you must meet the following criteria:

• The current Public Mobile eSIM must be actively installed in the device you’re transferring from.
• The eSIM must have been purchased at least 15 days prior to the new request.

---

[Handy1]

UPDATE support did give me the credit , not sure though why I had to prove where it says it’s free they should’ve just known that and did it without asking where it states this . So had I not had the exact wording would I have been denied ? I don’t know . But one of the responses after given me the credit made it sound like they were gonna check out the wording of the statement and make changes to it . Here it is you guys be the judge 

Thank you for reaching back. We appreciate your time and patience. 

Addressing this, feedback will be submitted to clarify this statement! Thank you for the heads up. 

The $5 credit has been applied to your account, and it will help you lower your future payment. Credit does cover tax! 

Is there something else we can help you with?

We'll wait for your response. Thank you for your time.

Kind Regards

Rodrigo

CS_Agent PM

[Handy1]

Thank you for reaching back. We appreciate your time and patience. 

Addressing this, our eSIM purchases have a $5 charge if a new one is needed. 

Can you please confirm where it is stated these purchases are free to assist you better? 🙂 

We'll wait for your response. Thank you for your time.

Kind Regards

Rodrigo

CS_Agent PM

[Handy1]

@softech  Thanks I’m going to copy and paste that to me support conversation . See if they helps at all . I too thought it was free and have seen your replies before so figured it would just be like YUP done instead I was asked where It says it would be free when a new one is needed and I said on the website and it’s been discussed on the community forums many times . And I was basically stone walled with has it’s been less then 15 days since you ourschesed original eSIM 

[hTideGnow]

hi @Handy1 

i think @softech was referring this post, it shows the system takes off money directly

https://productioncommunity.publicmobile.ca/t5/Get-Support/Need-my-e-sim-QR-code-re-emailed-to-me/m-...

but yes, I did it once before, too, the system didn't take off the $5 but the agent quickly refund the $5 (the original esim was purchase like over a year ago)

[softech]

@Handy1 

it is free.  Some showed the system took off the $5 directly at checked out (someone posted that around 2 weeks ago)

and if you ever read my reply, you can always ask them with my direct quote

https://www.publicmobile.ca/en/on/get-help/articles/get-a-sim-card

Existing eSIM users at Public Mobile who need a replacement can do so at no extra cost. When you request a new eSIM through the usual process, we automatically identify you as an existing eSIM user and waive the replacement fee. See below for steps on how to get your new eSIM.