topic Re: Phone not working in Get Support

Phone not working

patBremer — Thu, 06 Jan 2022 06:50:21 GMT

My phone stopped working, i tried a sim card from another phone & it worked. I tried to put in a new sim card but comes with an error. I noticed the sim card last 4 # don’t match with the old sim card.

Re: Phone not working

Jb456 — Thu, 14 Jan 2021 19:00:44 GMT

. Edited out first post. Re-did post below.

Re: Phone not working

dabr — Thu, 14 Jan 2021 18:59:14 GMT

@patBremer wrote:
My phone stopped working, i tried a sim card from another phone & it worked. I tried to put in a new sim card but comes with an error. I noticed the sim card last 4 # don’t match with the old sim card.

@patBremer Sounds like you've been SIM jacked. Log into your account select Plans/Add-ons tab, then Phone Lost/Stolen then Suspend immediately.

Change all passwords for PM account/banks/CC etc.

Then submit a ticket to moderators ASAP either via the chatbot bubble bottom right of screen or send a private message by clicking the envelope icon top right to Moderator_Team.

Re: Phone not working

mimmo — Thu, 14 Jan 2021 18:59:30 GMT

If the Digits on the sim and account font match something has happened simjacked possibly. I would immediately enable lost stolen. Change account login and pass change sim card in selfserve and contact bank's. To see if any nefarious activity.

Re: Phone not working

Jb456 — Thu, 14 Jan 2021 19:00:04 GMT

@patBremer

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: Phone not working

RossN — Thu, 14 Jan 2021 19:00:42 GMT

@patBremer wrote:
My phone stopped working, i tried a sim card from another phone & it worked. I tried to put in a new sim card but comes with an error. I noticed the sim card last 4 # don’t match with the old sim card.

@patBremer I am sorry to say you have been sim jacked check your bank cards and change all your passwords

Re: Phone not working

patBremer — Thu, 14 Jan 2021 19:04:21 GMT

If i suspend my phone can i save me account data & can i activate another sim card or do i have to start over

Re: Phone not working

mimmo — Thu, 14 Jan 2021 19:09:16 GMT

Suspending phone endures others people can not use it. You can unsuspend at any time.

But change your login info.

Edit see jb post. Re new simcard. Ie don't activate in-store, buy go home and in selfserve click change sim number

Re: Phone not working

Jb456 — Thu, 14 Jan 2021 19:10:08 GMT

@patBremer at this point you have to mark the account as stolen. to block whoever simjacked you from causing more damage.

Change PM password and all your other passwords to strong ones. Check your financials for fraud as well PayPal if you have.

Once you mark as stolen it will block them from the sim that they are using.

The stuff on your account will stay as is if they don't use any one it.

At this point you have 2 options.

1 - Contact moderators. They have away to get everything back on the sim you have.

2 Or your other option for a faster resolution is to go out and buy a new sim card or if you already have a new one lying around. 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: Phone not working

patBremer — Thu, 14 Jan 2021 19:36:53 GMT

I deleted my account installed new sim card, it now shows network on phone but can’t call, it tells me to call *611, that says to go to web page help.

Re: Phone not working

Jb456 — Thu, 14 Jan 2021 19:39:24 GMT

@patBremer what do you mean deleted your account?

Did you change your sim card number in your account to the new sim card number you have on the new sim?

Did you go to plans and add-ons and mark the account as lost/stolen? If so now you have to go back and change it to found.

Re: Phone not working

Nancy26 — Thu, 21 Jan 2021 22:25:28 GMT

Problem resolved