topic Re: No network access in Get Support

No network access

vwickiam — Thu, 06 Jan 2022 06:49:04 GMT

Phone hasn't been able to connect to the mobile network since about 10 am this morning. Really need to get my phone back online. Tried a bunch of troubleshooting such as putting in airplane mode, restarting, taking sim out, trying in different phone ect. Not sure what I can do now but really need access to my phone for work.

Re: No network access

hairbag1 — Tue, 12 Jan 2021 21:48:24 GMT

@vwickiam wrote:
Phone hasn't been able to connect to the mobile network since about 10 am this morning. Really need to get my phone back online. Tried a bunch of troubleshooting such as putting in airplane mode, restarting, taking sim out, trying in different phone ect. Not sure what I can do now but really need access to my phone for work.

edit...follow suggestion provided below by @Jb456

There's been a rash of this type of problems.

Re: No network access

Jb456 — Tue, 12 Jan 2021 21:50:14 GMT

@vwickiam

Log into your account and click change sim card. Green arrow on picture below.

It will show you last 4 digits of the sim card. Now take the sim out of your phone do they match?

If they don't you have Been a victim of simjacking.

Click plans and add-ons then lost/stolen mark it as stolen to block whoever has access to your account sim.

Then immediately start changing all your passwords and check your financials for fraud.

Then open a ticket for moderators to investigate. They have away to get your current sim card working again.

Or private message them at link below

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

Or your other option for a faster resolution is to go out and buy a new sim card. DO NOT ACTIVATE IT!!. You have to take the brand new sim card and log into your account. Click "Change sim card" enter new sim card number and you will be back up and running.

Let us know!

Re: No network access

vwickiam — Tue, 12 Jan 2021 21:56:34 GMT

Wow that's scary/unfortunate. Well it does appear the numbers are different....I can't seem to get help beyond the bot though and my message has yet to be answered.

Re: No network access

Jb456 — Tue, 12 Jan 2021 21:59:50 GMT

@vwickiam use private message link in my other post instead of the chat bot if you're having issues with the chat bot.

Re: No network access

vwickiam — Tue, 12 Jan 2021 22:00:37 GMT

OK I've done that.

So if it doesn't match it is for sure a simjacking situation?

Re: No network access

Jb456 — Tue, 12 Jan 2021 22:09:24 GMT

@vwickiam yes 💯.

Lock everything up. Change all passwords to strong ones. Social media, emails, PayPal, banks, etc. Keep close eye on financials.

Two options now.

1 - wait for mods to investigate. They have an option to get your account back on your current sim.

2-Or your other option for a faster resolution is to go out and buy a new sim card. DO NOT ACTIVATE IT!!. You have to take the brand new sim card and log into your account. Click "Change sim card" enter new sim card number and you will be back up and running.

Re: No network access

Luddite — Tue, 12 Jan 2021 22:11:54 GMT

A SIM mismatch and no service is definitely SIM jacking. Change your account password and check banks/PayPal for fraudulent activity.

Re: No network access

hairbag1 — Tue, 12 Jan 2021 22:17:40 GMT

@vwickiam wrote:
OK I've done that.

So if it doesn't match it is for sure a simjacking situation?

Re: No network access

vwickiam — Tue, 12 Jan 2021 22:33:19 GMT

OK thanks. Started changing all passwords. Appreciate the insight.

Re: No network access

gpixel — Wed, 13 Jan 2021 00:53:43 GMT

@vwickiam please use this method for a quick response from mods

click on the green chat bubble to the bottom right of your screen to speak with SIMon

type "security or identity fraud issue"
(use the chat bubble options, then click "click here to submit a ticket!)
*login using your community account

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

how long have you been a customer with pm?

Re: No network access

vwickiam — Wed, 13 Jan 2021 01:50:05 GMT

I've tried that and still nothing.

I've been a customer for a few years now. Dating back to 2017 or so I believe. Never had an issue until now.