Transfer eSIM to new device

[bwap]

Hi,

I received a new unlocked Pixel 6 Pro today and want to transfer the eSIM of my old Pixel 4 to it. Unfortunately, the battery of my old phone died so I can't use it to call the support. I'm also not able to visit a shop in the next few days. Is there a way to transfer the eSIM online or at least an email address for the support that I could contact? The chatbot only refers me to the callback option and doesn't connect me to a live agent.

Thanks,

Bastian

[NFtoBC]

Is the old phone totally dead, or will it work when plugged in?

[bwap]

It works when plugged in but only for writing messages or other low energy applications. As soon as I start a phone call it shuts down.

[zadigre]

apparently,  Telus does not support transferring esim to one device to another (this is one thing that bell does right). 

You have to buy a new esim voucher. 

buying online will take time to receive your order... I would say minimum 1 week (and probably more like 2.

[bwap]

I now purchased a new eSim from the shop. I was told that I can easily activate it in my account and connect it to my number. Unfortunately, I can't figure out how to do it. Here are some instructions (https://www.telus.com/en/bc/support/article/esim-voucher) but under Mobility Plans & Devices there is no Device tab. So there also is no Swap SIM card option... The same for the app.

Any suggestions instead of going back to the shop? Is it because I'm a prepaid customer? 

[zadigre]

you don't have something similar to this?

[bwap]

This is all I see in Plans & Devices

[zadigre]

I don't see your email. 

[zadigre]

not email... I don't see your image

[bwap]

Seems like images are not allowed here or need to be unlocked by someone... I can't see your image either.

[zadigre]

can you see it with this link ? https://imgur.com/a/jHpsjNf

[bwap]

No, I don't have this. It looks like this:

https://pasteboard.co/umLESVXoMARz.jpg

Clicking on manage prepaid brings to to the page I posted earlier. I guess you can see it know.

[zadigre]

yes I see it now. changing sim online might not be supported on prepaid. (I'm on regular monthly plan). 

[bwap]

Yes, seems like you're right and I have to got to the shop again... Thank you for your help! 🙂

[zadigre · Accepted solution]

confirmed... not supported for prepaid... it says this on Telus' website :

Note: If your phone is lost or stolen or on a Prepaid account, you will not be able to perform a SIM change online. If this is the case, please contact customer care or visit a store and disable the mobile device.