topic Re: Lost / Stolen phone in Get Support

Lost / Stolen phone

BILLKWOKWATSO — Wed, 05 Jan 2022 15:24:51 GMT

I log on to My account. On the Plans and Add-On section, I did not see"Lost/Stolen Phone " for me to click on it. Not even say to click on "Suspend Service" since I had not see anything except "hello" one word on the menu screen. The company has never provide the emergency number for the customer to contact.

Re: Lost / Stolen phone

Staliger — Fri, 17 Apr 2020 20:26:29 GMT

@BILLKWOKWATSO Did you try cleaning your cookies and cache? Using incognito mode/another browser or device? Also disable any adblokers if you have them.

Re: Lost / Stolen phone

gpixel — Fri, 17 Apr 2020 20:29:31 GMT

@BILLKWOKWATSO its under the plans and addons tab in my self serve.

Re: Lost / Stolen phone

gblackma — Fri, 17 Apr 2020 20:26:47 GMT

@BILLKWOKWATSO go to my plans & Add ons its there. Heres an article on it https://www.publicmobile.ca/en/on/get-help/articles/lost-or-stolen-phone

See screenshot below on where to do it.

Stay safe.

Re: Lost / Stolen phone

BILLKWOKWATSO — Fri, 17 Apr 2020 20:45:01 GMT

Here was what I got from the screen.

Please let me know if there was something wrong on the website.

Re: Lost / Stolen phone

JoyLuck — Fri, 17 Apr 2020 20:47:34 GMT

@BILLKWOKWATSO wrote:
Here was what I got from the screen.

Please let me know if there was something wrong on the website.

Clear your browser cache/history/cookies. Close browser and open a new browser in incognito/private mode. Also, you can try a different browser.

Re: Lost / Stolen phone

BILLKWOKWATSO — Fri, 17 Apr 2020 20:48:47 GMT

Hello,

I do not get this menu. Instead I got this

How can I report my lost phone and suspend my service temporarily?

Re: Lost / Stolen phone

JoyLuck — Fri, 17 Apr 2020 20:50:56 GMT

@BILLKWOKWATSO wrote:
Hello,
I do not get this menu. Instead I got this

How can I report my lost phone and suspend my service temporarily?

Contact a moderator if you are having browser issues.

Please use the chatbot SIMon to help you solve your issue. If SIMon cannot solve your issue then you have the option to contact a moderator.

Step 1: Choose the ? button at the right bottom corner of this page or choose “Get Help” at the top of the page and then choose the “Chat with SIMon” button.

Step 2: Tell SIMon what the issue is and see if he can find a solution for you.

Step 3: If Simon cannot find a solution then type in “moderator” to connect to a Public Mobile customer service representative.

Step 4: Simon will present you with two choices. Choose “Account-specific question”

Step 5 Then choose “No, I want a human”

Step 6 Create your ticket

Check the sent folder to make sure your ticket was sent (envelope icon, top right) and the inbox for a reply from the moderators.

“To ensure the safety of our team members during the COVID-19 pandemic, our Moderator team is working at reduced levels. During this time, you may experience longer than normal wait times when contacting our Moderator team for help.”

Moderators are available:

Monday to Friday from 8 AM to midnight Eastern time.

Saturday and Sunday from 8 AM to 10 PM Eastern time

Re: Lost / Stolen phone

gblackma — Fri, 17 Apr 2020 20:52:03 GMT

@BILLKWOKWATSO click on my account or use this link to log in https://selfserve.publicmobile.ca

Re: Lost / Stolen phone

geopublic — Fri, 17 Apr 2020 21:16:27 GMT

@BILLKWOKWATSO wrote:
Hello,
I do not get this menu. Instead I got this

How can I report my lost phone and suspend my service temporarily?

@BILLKWOKWATSO Restart your computer, clear your bowser's cache and use incognito mode. Make sure JavaScript and Cookies are enabled and try accessing your selfserve account again.

Lost/Stolen trick
wait a couple of minutes and then declare your phone found by using the same steps from above and restart your phone.

If it doesn't work flush your DNS and try again.