topic Re: No Service since December 04 2020-Urgent in Get Support

No Service since December 04 2020-Urgent

sadbeaver — Wed, 05 Jan 2022 22:39:28 GMT

Hello experts there

My wife has been using publicmobile for more than a year without problem, untill yesterday when she cannot receive call or call out or send any msg. She is using iPhone6 and we can confirm that other non-publicmodule simcard works on her phone.

Could you please help us out? Resetting/Airmode-switching, everything tried and nothing works.

Since she does not have a community account, I'm using my account to raise this issue on behalf of her.

Please contact us via my number(since hers doesn't work now).

Any immediate help is much appreciated.

Regards

Re: No Service since December 04 2020-Urgent

Dunkman — Sat, 05 Dec 2020 18:19:07 GMT

@sadbeaver

In her self service account, is her account status active or suspended?

Can you check the last 4 digits of her SIM card in her self service account against the actual SIM card? There have been several SIM hijacking episodes recently. If the same, then no issues with this issue.

Re: No Service since December 04 2020-Urgent

will13am — Sat, 05 Dec 2020 18:23:05 GMT

@sadbeaver , a single community account can be used to look after many self serve accounts. Postings in the community are to engage other community members to assist with issues that are not account related. For account related issues, you need to engage the moderator team by clicking on the chat symbol on the lower right corner and initiating a support ticket.

Re: No Service since December 04 2020-Urgent

geopublic — Sat, 05 Dec 2020 21:40:14 GMT

@sadbeaver Was her plan up for renewal? Call 611 from her device is here account active? If not, maybe Auto-Pay failed you need too submit a ticket and make a manual payment or purchase a voucher to get her up and going again.

Re: No Service since December 04 2020-Urgent

sadbeaver — Sat, 05 Dec 2020 18:26:18 GMT

Thanks for the quick reply.

Could you let me know how to find the simcard digit number in the account system?

Re: No Service since December 04 2020-Urgent

Dunkman — Sat, 05 Dec 2020 18:32:16 GMT

@sadbeaver wrote:
Thanks for the quick reply.
Could you let me know how to find the simcard digit number in the account system?

@sadbeaver

Go to the option to change SIM cards. Then it will show the last 4 digits of your SIM card.

Re: No Service since December 04 2020-Urgent

sadbeaver — Sat, 05 Dec 2020 18:33:52 GMT

Thanks

The account system shows a 4 digit as "9262", BUT the number on the back of her simcard has last 4 digit as "0724"...

Does it indicate the issue you mentioned? Hacked?

Re: No Service since December 04 2020-Urgent

JK8 — Sat, 05 Dec 2020 18:42:48 GMT

@sadbeaver wrote:
Thanks
The account system shows a 4 digit as "9262", BUT the number on the back of her simcard has last 4 digit as "0724"...
Does it indicate the issue you mentioned? Hacked?

Edit: Choose Change Sim card in self service and check that number.

If different:
Yes. Put account in lost/stolen mode. Change self service password. Check and secure all your money related accounts and change passwords. I would change passwords on email, etc. accounts too. Then contact a moderator.

Contact a moderator.

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: No Service since December 04 2020-Urgent

Dunkman — Sat, 05 Dec 2020 18:39:37 GMT

@sadbeaver wrote:
Thanks
The account system shows a 4 digit as "9262", BUT the number on the back of her simcard has last 4 digit as "0724"...
Does it indicate the issue you mentioned? Hacked?

Yes, her account was hacked. Report your phone lost/stolen.

To report your phone lost/stolen. Login to your account. Choose Plans and Add-ons tab. Then choose Lost/Stolen Phone tab. The choose Suspend Service tab.

Change the password to your self service account to something stronger. Also check any online banking/financial accounts and change passwords, etc.

Then contact moderator for help. They might be able to restore your old SIM card. Or you might need to purchase another SIM card and change yourself.

To contact moderator via 2 methods:

New Ticketing system - faster

Click on the question mark on the right lower corner of website to start ticketing process to contact moderator. Type: SIM card swap. Follow the prompts to submit ticket.

Send a private message to moderator through the following link :

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

Re: No Service since December 04 2020-Urgent

sadbeaver — Sat, 05 Dec 2020 18:41:32 GMT

Man, that's a shocking surprise...

I need to digest it and see how to estimate the impact..

Thank you again for the helpful information!

Publicmobile, you owe users like my wife an explanation and related follow-up to resolve it.

Re: No Service since December 04 2020-Urgent

JK8 — Sat, 05 Dec 2020 18:44:32 GMT

@sadbeaver wrote:
Man, that's a shocking surprise...
I need to digest it and see how to estimate the impact..
Thank you again for the helpful information!
Publicmobile, you owe users like my wife an explanation and related follow-up to resolve it.

Just to confirm. You compared the sim numbers from Change SIM card in self service? It is not the account number you compare.

Re: No Service since December 04 2020-Urgent

sadbeaver — Sat, 05 Dec 2020 18:47:45 GMT

hmmm? I was following previous advice.

Could you help clarify how I should compare the simcard numbers?

Re: No Service since December 04 2020-Urgent

JK8 — Sat, 05 Dec 2020 18:50:47 GMT

@sadbeaver wrote:
hmmm? I was following previous advice.
Could you help clarify how I should compare the simcard numbers?

In self service choose the link that says Change Sim Card

Re: No Service since December 04 2020-Urgent

sadbeaver — Sat, 05 Dec 2020 18:52:19 GMT

I did exactly that!

Plus, I checked my own number system and the simcard 4-digit matches the simcard in my phone!

therefore, my wife's is indeed hacked.

Just wondering, can someone elaborate why publicmobile simcard hacking could impact bank accounts?

Re: No Service since December 04 2020-Urgent

JK8 — Sat, 05 Dec 2020 19:18:24 GMT

Re: No Service since December 04 2020-Urgent

Dunkman — Sat, 05 Dec 2020 18:54:20 GMT

@sadbeaver

@sadbeaver wrote:
I did exactly that!
Plus, I checked my own number system and the simcard 4-digit matches the simcard in my phone!
therefore, my wife's is indeed hacked.
Just wondering, can someone elaborate why publicmobile simcard hacking could impact bank accounts?

Unfortunately, SIM swaps can happen with any mobile account.

Some online banking requires mobile phone texts to confirm identity and gain access to online accounts. Same with email, PayPal,et.

Re: No Service since December 04 2020-Urgent

JK8 — Sat, 05 Dec 2020 18:56:28 GMT

@JK8 wrote:
@sadbeaver wrote:
I did exactly that!
Plus, I checked my own number system and the simcard 4-digit matches the simcard in my phone!
therefore, my wife's is indeed hacked.
Just wondering, can someone elaborate why publicmobile simcard hacking could impact bank accounts?

There are lots of links of info on the internet. You can Google later. Don’t waste time and start securing your financial accounts.

Also put your account in lost/stolen mode and change password.

Re: No Service since December 04 2020-Urgent

gpixel — Sat, 05 Dec 2020 18:56:36 GMT

@sadbeaver Just wondering, can someone elaborate why publicmobile simcard hacking could impact bank accounts?

because many people use their cellphone number as a two factor authentication. if the perpetrators have your cell number, they will be able to access your bank accounts

Re: No Service since December 04 2020-Urgent

sadbeaver — Sat, 05 Dec 2020 18:57:56 GMT

Thanks, got it.

So I've suspended the service for my wife.

Re: No Service since December 04 2020-Urgent

gpixel — Sat, 05 Dec 2020 19:00:09 GMT

@sadbeaver

there was a Telus data breach in Feb 2020. any accounts activated before that time have the potential to be compromised. I suggest you also take the same steps to secure your accounts and not just your wifes