topic Re: Just been hacked, lost access to public mobile account need help! in Get Support

Just been hacked, lost access to public mobile account need help!

user14182 — Wed, 05 Jan 2022 22:09:44 GMT

Hi everyone,

I've lost access to my email account and also to my public mobile account. I noticed when my I lost service this evening, I was able to login and see that my plan and sim had changed. I changed the password, but the person locked me out of my email so I can't recover anything. Can anyone please help me with this!!!!

Re: Just been hacked, lost access to public mobile account need help!

mm80 — Sat, 03 Oct 2020 05:37:18 GMT

@user14182 wrote:
Hi everyone,

I've lost access to my email account and also to my public mobile account. I noticed when my I lost service this evening, I was able to login and see that my plan and sim had changed. I changed the password, but the person locked me out of my email so I can't recover anything. Can anyone please help me with this!!!!

First thing to do after you change the password already, report phone as lost so person can't keep using it. Contact moderators to document that this happened so that if anyone ever contacts them to say password forgotten, they will be skeptical.

Re: Just been hacked, lost access to public mobile account need help!

user14182 — Sat, 03 Oct 2020 05:50:34 GMT

I can't change the password though, the person who stole my account has control of my email and of my public mobile (I used the same password, stupid I know). They have since changed both passwords.

Re: Just been hacked, lost access to public mobile account need help!

JoyLuck — Sat, 03 Oct 2020 05:53:39 GMT

@user14182

Look at this post from Thursday for more information regarding sim swap and what to do.

https://productioncommunity.publicmobile.ca/t5/Using-Your-Service/SIM-Swap/td-p/600545

Contact the Moderator Team (Public Mobile representative) for assistance:

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.
Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Re: Just been hacked, lost access to public mobile account need help!

mm80 — Sat, 03 Oct 2020 05:55:50 GMT

@user14182 wrote:
I can't change the password though, the person who stole my account has control of my email and of my public mobile (I used the same password, stupid I know). They have since changed both passwords.

Is your plan still offered to new customers? If you don't have much rewards or balance, you can port your number out to another carrier. Use their tricks against them. Log in again and get your account number to do that. You'll lose any money on your account and you'll be with a new carrier for a while, but at least you get your phone number back.

Re: Just been hacked, lost access to public mobile account need help!

user14182 — Sat, 03 Oct 2020 05:57:39 GMT

I literally cannot login to my account. The password is changed and without access to my email. I can't changed it back

Re: Just been hacked, lost access to public mobile account need help!

mm80 — Sat, 03 Oct 2020 05:59:09 GMT

@user14182 wrote:
I literally cannot login to my account. The password is changed and without access to my email. I can't changed it back

Ok, so they changed that one too. I thought hat you could still get in because you said sim card was changed. They must have changed it after you looked.

Re: Just been hacked, lost access to public mobile account need help!

gpixel — Sat, 03 Oct 2020 06:12:46 GMT

@user14182 contact customer support mods to fix your account

click on the question mark chat bubble to the bottom right of your screen
type "locked out of self serve"
(use the chat bubble options, then click "submit a ticket, click me" option)
*login using your community account

make sure to check your inbox(top right corner envelope icon) periodically, for a response

start trying to cancel as many accounts as you can because they will be creating accounts under your name and I'm not talking about public mobile. you need to immediately cancel all your cards and notify your bank. stop wasting time in here. we can't do anything for you. I'll tell you right now your phone number is the least of your worries.

call Equifax and TransUnion and do something before you lose your identity. they've progressed way too far. call the police or someone to help you

Re: Just been hacked, lost access to public mobile account need help!

user14182 — Sat, 03 Oct 2020 06:39:23 GMT

I appreciate the input, I was actually able to cancel everything except for 1 purchase. It was sizeable so I'm still working on it. I was able to get back my email for now, but I can't login to public mobile as it's been locked. Scariest experience ever.

Re: Just been hacked, lost access to public mobile account need help!

esjliv — Sat, 03 Oct 2020 11:20:03 GMT

@user14182 ,

So very sorry to hear this.

If I could send an emotion other than the Bravo, it would definitely be 😡😡.

I hope you were able to stop or at least minimize the damage done by this fraudster.

Re: Just been hacked, lost access to public mobile account need help!

user14182 — Sat, 03 Oct 2020 12:45:47 GMT

I appreciate that, I'm running on about 2 hours sleep but I think I stopped the bleeding. I have control of most things except a for a few. The issue with Public is that I can't change their sim card number back to mine as it says that mine is still in use...which it isn't, unless they linked it to another account?

I still waiting to hear back from the mods, my wife is running in to walmart to get my a new sim card and hopefully I can switch it out with that one.

Re: Just been hacked, lost access to public mobile account need help!

Jb456 — Sat, 03 Oct 2020 12:47:52 GMT

@user14182 yes get a new sim card. Then in your account click"Change sim card" green arrow on picture below.

Re: Just been hacked, lost access to public mobile account need help!

user14182 — Sat, 03 Oct 2020 12:48:59 GMT

She just sent me the new sim number, so I was able to get my account moved to that. Here's the thing, the person locked me out, but then switched my plan to a more expensive one. Is it possible that a mod can switch me back or did I just lose everything?

Re: Just been hacked, lost access to public mobile account need help!

Jb456 — Sat, 03 Oct 2020 12:49:56 GMT

@user14182 you'll have to ask moderators about that.

Re: Just been hacked, lost access to public mobile account need help!

user14182 — Sat, 03 Oct 2020 13:41:37 GMT

Is there are special way to get a hold of the mods? I sent them two messages and didn't get a response yet, I was hopeful that this might be prioritized.

Re: Just been hacked, lost access to public mobile account need help!

Jb456 — Sat, 03 Oct 2020 13:43:26 GMT

@user14182 unfortunately the only two ways to reach them are.

Or via private message at link below

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Standard response time is 24/48 hours but they are usually quicker.

If you had a previous ticket open with them that received a response maybe write back to that one.

Re: Just been hacked, lost access to public mobile account need help!

Anonymous — Sat, 03 Oct 2020 13:47:09 GMT

@user14182 wrote:
Is there are special way to get a hold of the mods? I sent them two messages and didn't get a response yet, I was hopeful that this might be prioritized.

There is no openly known special way to get a hold of them.

Maybe they can credit back the cost of the SIM. I'm sure they can get you back to where you were and credit you back the extra charge for the changed plan. It would go into your Available Funds.

While we're talking about being hacked...maybe don't use what appears to be real information online...anywhere.

Re: Just been hacked, lost access to public mobile account need help!

JoyLuck — Sat, 03 Oct 2020 14:58:01 GMT

@user14182 wrote:
Is there are special way to get a hold of the mods? I sent them two messages and didn't get a response yet, I was hopeful that this might be prioritized.

You can try going to the Community homepage and go to users online and try to message a moderator online. It will look like this.

Re: Just been hacked, lost access to public mobile account need help!

user14182 — Sat, 03 Oct 2020 15:20:49 GMT

Just want to say thanks to you all for your help. I really appreciate it, this is been terrible, never had it happen before.

Re: Just been hacked, lost access to public mobile account need help!

Anonymous — Sat, 03 Oct 2020 15:45:59 GMT

You can ask the moderators to change your community username for a restart. It will change all of your posts. Not sure about any quotes.