topic Re: Not sure what is going on? in Get Support

Not sure what is going on?

phunction — Wed, 05 Jan 2022 15:23:29 GMT

I have 2 public mobile accounts. The other one the service has just stopped working and I can no longer login to the account, what the heck is going on?

Re: Not sure what is going on?

geopublic — Wed, 22 Jan 2020 00:49:43 GMT

@phunction wrote:
I have 2 public mobile accounts. The other one the service has just stopped working and I can no longer login to the account, what the heck is going on?

@phunction Sounds like your number maybe was ported out.

Re: Not sure what is going on?

mimmo — Wed, 22 Jan 2020 00:50:08 GMT

@phunction try calling 611 see if it gives you any info.

try the password reset. see if you can get to the second stage.

if you get a ForgotPassword/LoginUnsuccessfulUser_LoginDisabled message it means the account has been closed for some reason, or you are using teh incorrect email address. is it possible someone ported out the number?

Re: Not sure what is going on?

phunction — Wed, 22 Jan 2020 00:51:20 GMT

By who? Are you saying there is 0 security with public mobile and anyone can take a number?

Re: Not sure what is going on?

phunction — Wed, 22 Jan 2020 00:52:29 GMT

I get the ForgotPassword/LoginUnsuccessfulUser_LoginDisabled message.

Again, no one ported out the number. Now I am not sure about keeping my other account here if the security is that poor.

Re: Not sure what is going on?

geopublic — Wed, 22 Jan 2020 00:54:35 GMT

@phunction wrote:
By who? Are you saying there is 0 security with public mobile and anyone can take a number?

@phunction By anyone who knows your account number and the name on the account. By someone who maybe had hacked into your email......

Re: Not sure what is going on?

LovesToPM — Wed, 22 Jan 2020 00:54:35 GMT

@phunction wrote:
By who? Are you saying there is 0 security with public mobile and anyone can take a number?

If someone has your phone number, account number and full name, they could potentially port you out. It works the same way for all Canadian telecom providers.

Re: Not sure what is going on?

LovesToPM — Wed, 22 Jan 2020 04:04:33 GMT

@phunction wrote:
I get the ForgotPassword/LoginUnsuccessfulUser_LoginDisabled message.

Again, no one ported out the number. Now I am not sure about keeping my other account here if the security is that poor.

What happens when you try the password reset link?

If you get that "ForgotPassword/LoginUnsuccessfulUser_LoginDisabled" message, your account has been closed. Ported out is one possibility, but other possibilities exist too.

I believe in this situation you should be able to contact Moderators to ask why your account has been closed.

To submit a ticket to Moderators: Click the green question mark at bottom and enter your question into SIMon. Answer the prompts until you get to the Contact Us button, click it and a Submit Ticket button should appear.

If you encounter problems with submitting a ticket, you can send a private message to Moderators, but this alternate contact method may have longer response time.

Re: Not sure what is going on?

mimmo — Wed, 22 Jan 2020 00:58:37 GMT

@phunction , @geopublic , Its a bit early to jump straight to the line being ported out.

try calling the number see what happens. if it was ported out it will probably ring or you will get voicemail.

again what error do you get when trying to login? are you sure you are using teh correct email address?

mods will be the only ones to check your account status and reset it. contact them by using the simon chatbot.

Re: Not sure what is going on?

phunction — Wed, 22 Jan 2020 01:02:07 GMT

I am sure no one else has my account number and my email is fine.

When I call the number it just says it is not in service, so was my account accidentally closed by public mobile?

Re: Not sure what is going on?

LovesToPM — Wed, 22 Jan 2020 04:07:34 GMT

@phunction wrote:
I am sure no one else has my account number and my email is fine.

When I call the number it just says it is not in service, so was my account accidentally closed by public mobile?

Interesting. Please contact Moderators to check wth them.

Re: Not sure what is going on?

darlicious — Wed, 22 Jan 2020 01:09:19 GMT

@phunction If your number has been ported out the port is not complete. After quickly contacting the moderators I suggest you call the telus porting department to see if they can give you any additional info. Hopefully you have a copy of your account number and they may be able to stop the port. If this is the case and your email has been compromised immediately contact your bank and any credit card companies that have your phone number and email associated to that account and alert them to a possible identity theft/SIM jacking and have your online banking disabled,

Re: Not sure what is going on?

phunction — Wed, 22 Jan 2020 01:10:17 GMT

Submitted ticket, will see what happens.

Re: Not sure what is going on?

darlicious — Wed, 22 Jan 2020 01:14:35 GMT

@phunction Up to you but I would be extra cautious and contact your financial institution and remove your email and phone number for 2FA purposes if only temporarily to be safe. A small inconvenience if this turns out to be just a mistake but could save you a monster headache if it is a case of simjacking.

Re: Not sure what is going on?

geopublic — Wed, 22 Jan 2020 04:05:17 GMT

@phunction Keep us posted.

Re: Not sure what is going on?

LovesToPM — Wed, 22 Jan 2020 04:06:41 GMT

@phunction

Moderators are the resources you want to contact. Please keep us updated.

Do NOT call the Telus porting centre. They don't have access to your Public Mobile account and cannot help you. They are there to help complete a port request already in progress.

Re: Not sure what is going on?

darlicious — Wed, 22 Jan 2020 01:32:48 GMT

@LovesToPM wrote:
@phunction Have you a chance to try the password reset yet?

Moderators are the resources you want to contact. Please keep us updated.

Do NOT call the Telus porting centre. They don't have access to your Public Mobile account and cannot help you. They are there to help complete a port request already in progress.

@LovesToPM and anyone else who cares to weigh in....in theory. A SIM jacking appears to be happening and the number being ported out is to a company under the bell/telus umbrella. The port is incomplete whether it is just taking it's time (2-3 hours) or stuck. Can the account holder of the number being ported out and SIM jacked not phone the telus porting department to halt the port and save their number/account from the "crime" in progress?

Re: Not sure what is going on?

mimmo — Wed, 22 Jan 2020 02:07:00 GMT

Come on everyone stop jumping to the worst case or making theories out of nothing.

An incomplete port would mean the on pm phone would still make and receive calls. Hence not the case

A completed port means no service but the line is still active, calling the number results in a number not in service. So this is not the case either unless the number was changed right way.

The most probable situation is the line got closed by pm for some reason. Only mods can help. Let's wait till we hear back from them.

Re: Not sure what is going on?

popping — Wed, 22 Jan 2020 02:49:21 GMT

@mimmo wrote:
Come on everyone stop jumping to the worst case or making theories out of nothing.

An incomplete port would mean the on pm phone would still make and receive calls. Hence not the case

A completed port means no service but the line is still active, calling the number results in a number not in service. So this is not the case either unless the number was changed right way.

The most probable situation is the line got closed by pm for some reason. Only mods can help. Let's wait till we hear back from them.

Agree. If the number was ported out, the number will still be active. But OP said the number is not in service when he called his number. Let wait for what moderator finds out.

Re: Not sure what is going on?

phunction — Wed, 22 Jan 2020 16:44:03 GMT

Does anyone know how long it usually takes for a ticket to be replied too?

Also, if it was an attempted port or other error, why is there no notification sent out? I would expect an email at the very least stating the account is closing/was closed or something like that?