topic Re: SIM card swap in Get Support

SIM card swap

shnazzyjazzy — Thu, 06 Jan 2022 07:32:47 GMT

Hi there, I'd recently got my phone stolen and have purchased a new one, I would like to swap my sim card over to the new phone, I have the sim card already.

Re: SIM card swap

LovesToPM — Sat, 17 Apr 2021 09:29:24 GMT

Hi @shnazzyjazzy

You'll need Moderator's help to change the SIM on your account.

To change your SIM card, please submit a ticket here and follow the instructions as per this announcement: https://productioncommunity.publicmobile.ca/t5/Announcements/SIM-Swap-Fraud/m-p/650969

If unable to submit a ticket, alternative option is to send a private message to Moderator_Team here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: SIM card swap

esjliv — Sat, 17 Apr 2021 10:49:36 GMT

@shnazzyjazzy wrote:
Hi there, I'd recently got my phone stolen and have purchased a new one, I would like to swap my sim card over to the new phone, I have the sim card already.

@shnazzyjazzy

If you have not already done so, perhaps you could report your phone lost/stolen until you hear back from the Moderators that they completed your SIM swap.

Go to “Plan and Add-Ons” TAB
Select "Lost/Stolen Phone" TAB
Select "Suspend Service" Button

See info here:https://productioncommunity.publicmobile.ca/t5/Announcements/SIM-Swap-Fraud/m-p/650969

Re: SIM card swap

shnazzyjazzy — Sun, 18 Apr 2021 01:00:39 GMT

I have issues logging in, whenever I try I'm given "Error logging in" and when I press "create new account" I'm automatically logged in, but cannot find the submit ticket location

I am redirected to the community page after I click "create new profile"

Error logging in

shnazzyjazzy — Sun, 18 Apr 2021 07:02:44 GMT

I have issues logging in, whenever I try I'm given "Error logging in" and when I press "create new account" I'm automatically logged in, but cannot find the submit ticket location

I am redirected to the community page after I click "create new profile"

Re: Error logging in

BlueB — Sun, 18 Apr 2021 09:36:02 GMT

You can completely log out by clearing all cookies/cache and/or you can try logging in a new Private/Incognito browser window as well. You shouldn't need to create a new account.

When you get to logging in to your Public Mobile account (to prove who you are) - try your email address at that point. 🙂

Re: Error logging in

esjliv — Sun, 18 Apr 2021 11:51:45 GMT

@shnazzyjazzy ,

Your Community Account is separate from your Self Serve Account.

In order to submit a ticket using SIMon Bot you need a Self Serve Account.

Have you registered for a Self Serve account yet?

You can do that here: https://selfserve.publicmobile.ca/self-registration/

You need to have activated a Public Mobile SIM card to create this.

If you only have a Community Account so far, and you need to submit a ticket to the Moderators by this link:

Private Message to Public Mobile Moderators (PM Customer Service Representatives)

Did i understand the issue correctly? What is the issue that you want to Submit a Ticket for? Maybe the Community Forum can help?

Re: Error logging in

HALIMACS — Sun, 18 Apr 2021 12:12:26 GMT

@shnazzyjazzy

Public Mobile was doing system maintenance which may have affected your login preferences.

You may notice you'll be able to login to both your self serve account and your community profile if you try again now.

Here's the announcement link:

https://productioncommunity.publicmobile.ca/t5/Announcements/System-maintenance-From-April-18-2021-00-00-ET-to-April-18-2021/m-p/677244

Re: Error logging in

hTideGnow — Sun, 18 Apr 2021 15:58:33 GMT

@shnazzyjazzy try again now, Self-Serve site is up and running now. And it is a LOT faster after the maintenance

I am unable to fill a ticket out

shnazzyjazzy — Sun, 18 Apr 2021 20:14:03 GMT

My phone was stolen recently so I cannot use the sms verification feature. I have no credit card associated with my account and I use top up vouchers to pay, so I cannot fill out the last 4 digits of my credit card. I've never purchased an add on addition for my account so I can't fill out that either, I'm trying to swap my sim card out for a new one, and have no access to my old phone.

Re: I am unable to fill a ticket out

computergeek541 — Sun, 18 Apr 2021 21:43:38 GMT

@shnazzyjazzy wrote:
My phone was stolen recently so I cannot use the sms verification feature. I have no credit card associated with my account and I use top up vouchers to pay, so I cannot fill out the last 4 digits of my credit card. I've never purchased an add on addition for my account so I can't fill out that either, I'm trying to swap my sim card out for a new one, and have no access to my old phone.

Moderators can also be contacted by clicking on About Moderator_Team - Community (publicmobile.ca) , but you're still going to have to provide similar type of information to the mdoerators to prove that the account is yours.

Re: I am unable to fill a ticket out

shnazzyjazzy — Sun, 18 Apr 2021 21:21:47 GMT

Similar information being what? I don't have a credit card so

Re: I am unable to fill a ticket out

esjliv — Sun, 18 Apr 2021 21:26:25 GMT

@shnazzyjazzy wrote:
Similar information being what? I don't have a credit card so

@shnazzyjazzy

Anything else that could verify your account is yours:

account 4-digit PIN
name on the account
security questions set up on the account
last payment made on the account
etc. etc

Re: SIM card swap

trevorobrecht — Tue, 27 Apr 2021 21:54:31 GMT

I'm literally changing service providers because of this. 15 years working for bell, I have performed tens of thousands of SIM swaps. My phone fell in water this morning, and 10+ business calls were lost today because the 48 hour turn around on swaps. I know for a fact that I was able to swap customers sims in under 10 minutes, why should we wait two entire days? You made me lose money, patience, and respect.

Re: SIM card swap

trevorobrecht — Tue, 27 Apr 2021 21:54:43 GMT

You guys are absolute idiots. Sim swaps take 5 minutes, unacceptable to ask a customer whos phone is broken or stolen to wait 2 business days to have service again. SIM swaps take seconds, some times minutes. Never hours, NEVER days.

Re: SIM card swap

RosieR — Tue, 27 Apr 2021 21:12:53 GMT

@trevorobrecht wrote:
I'm literally changing service providers because of this. 15 years working for bell, I have performed tens of thousands of SIM swaps. My phone fell in water this morning, and 10+ business calls were lost today because the 48 hour turn around on swaps. I know for a fact that I was able to swap customers sims in under 10 minutes, why should we wait two entire days? You made me lose money, patience, and respect. **bleep**ing morons.

*************

You guys are absolute idiots. Sim swaps take 5 minutes, unacceptable to ask a customer whos phone is broken or stolen to wait 2 business days to have service again. SIM swaps take seconds, some times minutes. Never hours, NEVER days. **bleep**ing jokers.

@trevorobrecht first of all we are not all "**bleep**ing morons." Some of us are just **bleep**ing imbeciles

Idiots. —Those so defective that the mental development never exceeds that or a normal child of about two years.
Imbeciles. —Those whose development is higher than that of an idiot, but whose intelligence does not exceed that of a normal child of about seven years.
Morons. —Those whose mental development is above that of an imbecile, but does not exceed that of a normal child of about twelve years.
— Edmund Burke Huey, Backward and Feeble-Minded Children, 1912

Re: SIM card swap

Anonymous — Tue, 27 Apr 2021 21:20:54 GMT

@trevorobrecht : Read it again. Something about _up_ to 48 hours. We used to be able to do it ourselves but after too many fraudulent swaps, here we are. Blame the fraudsters.

For all we know, by the time of me posting this, you're probably done the swap from the moderators.

Re: SIM card swap

trevorobrecht — Tue, 27 Apr 2021 21:22:37 GMT

Whoever thought switching to a 48 hour window, community moderator run SIM swapping system, as an effective means to combat SIM fraud or whatever is certainly an idiot. I digress, I like your list, you said it best.

Re: SIM card swap

trevorobrecht — Tue, 27 Apr 2021 21:33:27 GMT

Oh I wish it were true, but no reply as of yet. I'm sorry but I don't see how taking the control of my account away from me and putting it in the hands of a less qualified "community moderator" is going to help prevent any sort of SIM fraud. Whoever implemented that system has a fundamental misunderstanding of how SIM fraud works.

Edit: For clarification, all of the information required to fill out the verification forum for the SIM swap is visible while signed in. If somebody wanted to commit fraud they would hack into your account. Regardless of whether you have the ability to immediately process it yourself or not, the hacker would still be able to commit the fraud by filling out the verification forum and following all the steps in your new system. It solves nothing, and creates a POTENTIAL 48 hour delay for a problem which for the past decade has taken under 1 hour to fix.

Re: SIM card swap

Anonymous — Tue, 27 Apr 2021 21:35:36 GMT

@trevorobrecht : "community moderators" are the customer service reps that can do whatever in your account.

Unlike forum moderators.

So how can a self-serve system defend against that?