topic Re: Paid for my plan but it wont renew in Get Support

Paid for my plan but it wont renew

tenz2021 — Thu, 06 Jan 2022 06:35:52 GMT

Just paid for my plan and it took my money and my phone still doesnt work. So i decided to change plans to the exact same plan and still doesnt work and it took my money twice.

Re: Paid for my plan but it wont renew

will13am — Thu, 17 Dec 2020 21:49:42 GMT

@tenz2021 , if you are unable to renew your plan through the self server, please click on the chat symbol on the lower right corner of the webpage and initiate a support ticket. The moderator team will assist with restoring the service.

Re: Paid for my plan but it wont renew

popping — Thu, 17 Dec 2020 21:49:52 GMT

@tenz2021 wrote:
Just paid for my plan and it took my money and my phone still doesnt work. So i decided to change plans to the exact same plan and still doesnt work and it took my money twice.

After adding fund to your account, did you click the "reactivate current plan link on your overview page after login?

Re: Paid for my plan but it wont renew

esjliv — Thu, 17 Dec 2020 21:54:25 GMT

@tenz2021 wrote:
Just paid for my plan and it took my money and my phone still doesnt work. So i decided to change plans to the exact same plan and still doesnt work and it took my money twice.

Hi @tenz2021 ,

Try one or more of the below:

*rebooting your phone

*removing your SIM for a few minutes, then reinserting it

*go into airplane mode for a few minutes, then going back to regular mode

*reboot your phone again

Do you now have services?

Re: Paid for my plan but it wont renew

tenz2021 — Fri, 18 Dec 2020 00:13:29 GMT

tried all that but also i was charged twice.

Re: Paid for my plan but it wont renew

hairbag1 — Fri, 18 Dec 2020 00:18:02 GMT

@tenz2021...

log into your account to see if your payments are sitting in Available Funds. Then locate Reactivate plan button to see if that gets you going.

Let us know.

Re: Paid for my plan but it wont renew

tenz2021 — Fri, 18 Dec 2020 02:07:46 GMT

My overview page says the account is active but when I try to make a call it says it's not active. also still got charged twice

Re: Paid for my plan but it wont renew

Anonymous — Sun, 27 Dec 2020 20:12:47 GMT

@tenz2021 wrote:
My overview page says the account is active but when I try to make a call it says it's not active. also still got charged twice

What happens when you dial 611?

Do you have an amount in your Available Funds?

Can you go in to Change SIM and make note of the last 4 digits of your registered SIM. Then look at your actual SIM in your phone. Are they the same?

Re: Paid for my plan but it wont renew

tenz2021 — Fri, 18 Dec 2020 05:37:39 GMT

I currently have a balance of $8 after public mobile took $90 from me. And my sim card number is different! why is that?

Re: Paid for my plan but it wont renew

JoyLuck — Fri, 18 Dec 2020 05:43:31 GMT

@tenz2021 wrote:
I currently have a balance of $8 after public mobile took $90 from me. And my sim card number is different! why is that?

Log into self service and choose Change Sim Card and ensure the last 4 digits match your SIM card to ensure you have not been sim jacked. If they do not match put your phone in lost/stolen mode in self service and change the password. Then check and secure all your financials. Also change passwords on your other account like email, etc.

To restore your services contact a moderator.

Here’s how to 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: Paid for my plan but it wont renew

Anonymous — Fri, 18 Dec 2020 05:59:41 GMT

@tenz2021 wrote:
I currently have a balance of $8 after public mobile took $90 from me. And my sim card number is different! why is that?

Then you've been SIM-jacked. Since you're still able to log in, use the Lost/stolen function to Suspend your service. Then change the password. Then go around to all your financial logins and email login that you used here and change those passwords and look for any losses.

Then contact the moderators to re-instate your original SIM and then you can Resume your service in Lost/stolen.

Re: Paid for my plan but it wont renew

Luddite — Sun, 27 Dec 2020 20:15:05 GMT

@Anonymous wrote:
@tenz2021 wrote:
I currently have a balance of $8 after public mobile took $90 from me. And my sim card number is different! why is that?
Then you've been SIM-jacked. Since you're still able to log in, use the Lost/stolen function to Suspend your service. Then change the password. Then go around to all your financial logins and email login that you used here and change those passwords and look for any losses.
Then contact the moderators to re-instate your original SIM and then you can Resume your service in Lost/stolen.

@Anonymous Are you certain that the original SIM can be reactivated?

Re: Paid for my plan but it wont renew

Anonymous — Sun, 27 Dec 2020 20:54:57 GMT

@Luddite wrote:
@Anonymous wrote:
@tenz2021 wrote:
I currently have a balance of $8 after public mobile took $90 from me. And my sim card number is different! why is that?
Then you've been SIM-jacked. Since you're still able to log in, use the Lost/stolen function to Suspend your service. Then change the password. Then go around to all your financial logins and email login that you used here and change those passwords and look for any losses.
Then contact the moderators to re-instate your original SIM and then you can Resume your service in Lost/stolen.
@Anonymous Are you certain that the original SIM can be reactivated?

@Luddite

I am certain I've read several instances of people reporting back that the mods re-instated the original SIM. It might be faster to get service going to go out get a SIM and change it in the account. Then ask the mods for a credit for the cost.

If it's true that a data breach happened last Feb then it's no ones fault that their account got taken. Difficult password or not. It's only proper for the company to "make the customer whole" again.

Re: Paid for my plan but it wont renew

Luddite — Sun, 27 Dec 2020 21:06:41 GMT

@Anonymous Thanks for the update.

Re: Paid for my plan but it wont renew

HALIMACS — Sun, 27 Dec 2020 21:19:16 GMT

@Luddite & @Anonymous , this is interesting discussion. Looking to better understand this.

So when a SIM is swapped, is it the PM SIM card number of the "victim" that get's associated with the phone number of the person committing the swap (i.e. the offender)?

If so, does the PM SIM card thus essentially remain active and never become deactivated, and is that how PM can 're-associate' the original customer's phone number back to the SIM?

Re: Paid for my plan but it wont renew

Luddite — Sun, 27 Dec 2020 21:25:00 GMT

@HALIMACS Suspect it's simply that the victim's SIM card was replaced using the Change SIM function, but the original SIM was not yet fully expunged from the SIM database.

The victim's account remains fully functional just with the wrong SIM. Unlike port-out, no messages are sent for Change SIM function before making the change.

Re: Paid for my plan but it wont renew

Anonymous — Sun, 27 Dec 2020 21:35:06 GMT

@HALIMACS : Somebody has managed to log in to an account. Once there they can do anything the account holder can do like Change SIM or Change Number or port out etc. They used to be able to port out with the right information and all the actual customer got was a notification of the fact. Do that in the middle of night and for most people they would miss it until it was too late. But they finally got around to needing a final confirmation for that. They _should_ get a final confirmation for a SIM change as well but they don't. So that crime can still happen all too easily once having log in credentials.

Providers choose by policy not to re-use SIM's. Certainly they technically can. It's their SIM.

In this case, through no fault of the actual customer, the SIM has been changed. It only seems proper that the company should re-instate it.

Re: Paid for my plan but it wont renew

JK8 — Sun, 27 Dec 2020 21:42:37 GMT

@Anonymous

If the perpetrators can log into the account to do the sim swap how come they don’t change the password in the account?

The cases I have seen in this community, the customer is told to log into self service and see if the sim numbers match. If the password was changed, it would give the perpetrators more time for their illegal activities.

Re: Paid for my plan but it wont renew

Anonymous — Sun, 27 Dec 2020 21:52:22 GMT

@JK8 wrote:
@Anonymous

If the perpetrators can log into the account to do the sim swap how come they don’t change the password in the account?

The cases I have seen in this community, the customer is told to log into self service and see if the sim numbers match. If the password was changed, it would give the perpetrators more time for their illegal activities.

Where's that shrug ascii art? Dunno.

Is there a different back door that I don't know? Entirely possible. I wouldn't identify as a fraudster. And nor do I know everything.

Re: Paid for my plan but it wont renew

calgaryjonathan — Sun, 14 Nov 2021 21:30:17 GMT

same issue and no service. This is scam behavior why are there no people who work?