topic Re: MODERATOR PLEASE RESPOND; SIM card hijacked in Get Support

MODERATOR PLEASE RESPOND; SIM card hijacked

southernfarm — Thu, 06 Jan 2022 07:12:40 GMT

I have confirmed my sim card was changed. I have changed my password, my security question, and I have disabled my account. See ticket # xxxxxxxxxx. I have seen this happen before with my son's PM account.

Re: MODERATOR PLEASE RESPOND; SIM card hijacked

kb_mv — Sat, 27 Feb 2021 21:00:47 GMT

@southernfarm wrote:
I have confirmed my sim card was changed. I have changed my password, my security question, and I have disabled my account. See ticket # 180582-670. I have seen this happen before with my son's PM account.

@southernfarm You have taken the correct initial steps. If you used your number for any 2FA or password resets, check those accounts as well. You now need to contact a moderator.

Edit: You already contacted a moderator? You just need to wait for a reply.

How to Open a Ticket / Contact Moderators

1. Click Chat Bubble and type "Open Ticket"

2. Click "Contact PM Support"

3. Select "Account Specific Question"

4. Click "No, I Need A Human Now"

5. Select the link "Click Here To Submit A Ticket"

6. This opens a new window. Log in with Community Account NOT your self serve.

7. Provide log in info of Self Serve account.

8. Follow prompts.

Re: MODERATOR PLEASE RESPOND; SIM card hijacked

JK8 — Sat, 27 Feb 2021 21:00:36 GMT

@southernfarm wrote:
I have confirmed my sim card was changed. I have changed my password, my security question, and I have disabled my account. See ticket # 180582-670. I have seen this happen before with my son's PM account.

If you have submitted a ticket already all you can do is wait for the moderators to get back to you. It may take up to 48 hours.

Re: MODERATOR PLEASE RESPOND; SIM card hijacked

HALIMACS — Sat, 27 Feb 2021 21:28:28 GMT

@southernfarm

Make sure you specified in the ticket request that you have been sim-jacked and you are without service.

If you didn't, please do so with that information.

It's been my experience that the more specific and impactful a matter, it may receive some type of priority versus those requests which aren't as impactful and time-sensitive.

Also, as this is the 2nd time, it's a good idea to look over your passwords and usernames to make sure they don't contain any identifiable information within them AND to make sure you're not posting anything online of a nature which may be linked to you, as an individual.

(i.e. putting your ticket number online in a public forum may seem minor, however it's a ticket assigned to YOUR account so things such as that should be kept from public forums)

Re: MODERATOR PLEASE RESPOND; SIM card hijacked

darlicious — Sat, 27 Feb 2021 21:57:03 GMT

@southernfarm

You have done everything right! Well done. Moderator response time should only be a couple of hours at most. The moderators can restore your service back to your current sim card however there is always the option of resyoring service by replacing your sim card with a new one if necessary.

Re: MODERATOR PLEASE RESPOND; SIM card hijacked

southernfarm — Sat, 27 Feb 2021 22:25:50 GMT

How do I edit my Ticket? I followed prompts but did not get chance to add details, including currently not able to use my phone.

Re: MODERATOR PLEASE RESPOND; SIM card hijacked

Anonymous — Sat, 27 Feb 2021 22:30:44 GMT

@southernfarm You could choose to go to a store that sells SIM's and change to it and then request that the moderators credit you back the cost. That way you might get going sooner than waiting.

Or use any of the available voip apps while on wifi like TextNow that do talk and text.

Re: MODERATOR PLEASE RESPOND; SIM card hijacked

HALIMACS — Sat, 27 Feb 2021 23:45:39 GMT

@southernfarm

You cannot edit a ticket that's already been submitted.

If it has been more than 2 hours since submitting - and you made no mention of being Sim jacked - I might recommend submitting another ticket.

In doing so, reference the original ticket number so they know it's part of the same request.

Re: MODERATOR PLEASE RESPOND; SIM card hijacked

southernfarm — Sat, 27 Feb 2021 23:47:43 GMT

Not an option. Had to order my sim the first time. No local sales.

Re: MODERATOR PLEASE RESPOND; SIM card hijacked

HALIMACS — Sat, 27 Feb 2021 23:51:40 GMT

@southernfarm

I do hope you secured all your financial accounts, especially any which may use two-factor authentication if the subject phone number was the one set up for that.

Please report back how long it took the moderators to address this - it's my belief it should be a higher priority request.

Good luck!!!

Re: MODERATOR PLEASE RESPOND; SIM card hijacked

bgreggnutrition — Sun, 28 Feb 2021 00:24:59 GMT

Same thing happened to me yesterday! I think there must have been a breach at Public Mobile! Very frustrating. And they will not answer my questions as to how this happened!

Re: MODERATOR PLEASE RESPOND; SIM card hijacked

gpixel — Sun, 28 Feb 2021 00:59:26 GMT

@bgreggnutrition how long have you been a customer for? were you a customer before or after March 2020

Re: MODERATOR PLEASE RESPOND; SIM card hijacked

bgreggnutrition — Sun, 28 Feb 2021 01:04:03 GMT

I believe I was a customer prior to March 2020. I just checked my account and I have $56 of pre-pay credits, so I believe that would mean I have been a customer for 28 months.

Re: MODERATOR PLEASE RESPOND; SIM card hijacked

gpixel — Sun, 28 Feb 2021 01:21:39 GMT

@bgreggnutrition you're a victim of the Koodo Feb 2020 breach. login credentials were leaked. most likely more though

Re: MODERATOR PLEASE RESPOND; SIM card hijacked

HALIMACS — Sun, 28 Feb 2021 01:25:54 GMT

@bgreggnutrition wrote:
I believe I was a customer prior to March 2020. I just checked my account and I have $56 of pre-pay credits, so I believe that would mean I have been a customer for 28 months.

Your Community account was created in Nov 2018, so you're pretty well bang on with your estimate.

Did you say that you, too, were also SIM-jacked recently?

That is not good. How long did it take for the Moderators to address and reinstate your mobile number to your SIM card?

Re: MODERATOR PLEASE RESPOND; SIM card hijacked

bgreggnutrition — Sun, 28 Feb 2021 01:29:13 GMT

I was SIM-jacked late Thursday night into Friday. It took approximately 15-17 hours for the moderators to reinstate my mobile number to my original SIM card. It is very frustrating, and there should be more systems in place by Public Mobile to prevent fraudsters from changing SIMs so easily.

Re: MODERATOR PLEASE RESPOND; SIM card hijacked

cellphoneuser1 — Sun, 28 Feb 2021 01:35:47 GMT

@bgreggnutrition wrote:
I was SIM-jacked late Thursday night into Friday. It took approximately 15-17 hours for the moderators to reinstate my mobile number to my original SIM card. It is very frustrating, and there should be more systems in place by Public Mobile to prevent fraudsters from changing SIMs so easily.

It's frustrating and yeah there should be more done but it all comes down to not giving anyone your password and account information. Without those, people do it can't get in.

Re: MODERATOR PLEASE RESPOND; SIM card hijacked

bgreggnutrition — Sun, 28 Feb 2021 01:39:38 GMT

I didn't.... my account was hacked.

Re: MODERATOR PLEASE RESPOND; SIM card hijacked

HALIMACS — Sun, 28 Feb 2021 01:43:51 GMT

@bgreggnutrition wrote:
I was SIM-jacked late Thursday night into Friday. It took approximately 15-17 hours for the moderators to reinstate my mobile number to my original SIM card. It is very frustrating, and there should be more systems in place by Public Mobile to prevent fraudsters from changing SIMs so easily.

That's just unacceptable. It is astonishing how many of these seem to occur.

SIM-jacks (SIM swapping, SIM hacks) are only able to be done when Public Mobile authorizes/allows your number to be associated with another SIM card.

I wonder if Public Mobile could be found civilly liable for any damage this may do if the proper validation and verification measures are not put in place, or taken by them and their systems, to prevent this?

@bgreggnutrition , do you have social media presence in which your personal information may be shared/available on public forums? Have you had any other instances of identity theft or similar types of situations?

Re: MODERATOR PLEASE RESPOND; SIM card hijacked

bgreggnutrition — Sun, 28 Feb 2021 01:48:29 GMT