topic Re: Still have no phone use... SIM swap unsuccessful in Get Support

Waiting on sim swap

Deeschmizz — Thu, 06 Jan 2022 07:33:22 GMT

Been waiting a considerably long time. Mod replied and asked an anti fraud question which I answered but never had a response to. My phone is my livelihood, and please help me expedite the process.

Re: SIM Swap Fraud

Deeschmizz — Sun, 18 Apr 2021 07:46:28 GMT

I'm still waiting on the response for anti fraud been like 4 hours waitin for a response.

Re: Waiting on sim swap

BlueB — Sun, 18 Apr 2021 09:37:11 GMT

If you're in contact with a Moderator already, you'll be in good hands. We're all good customers, just like you, whereas a Moderator is actually staff with Public Mobile. I know it must be frustrating to wait but just hang in there. 🙂

Re: SIM Swap Fraud

computergeek541 — Sun, 18 Apr 2021 20:42:40 GMT

@Deeschmizz

Moderaror hours are from 6am until ~~midnight~~ 10pm, eastern time. A response should not normally be expected outside of those hours.

Re: SIM Swap Fraud

esjliv — Sun, 18 Apr 2021 11:58:01 GMT

@Deeschmizz

As per posted by Public Mobile: https://www.publicmobile.ca/en/on/get-help/articles/moderator-hours-of-operation

During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Moderators are available:

Monday to Sunday: 6 AM to 10 PM EST

Hopefully, someone is already attending to your SWAP!

Re: SIM Swap Fraud

Nezgar — Sun, 18 Apr 2021 18:46:09 GMT

@esjliv wrote:
Monday to Sunday: 6 AM to 10 PM EST

EDT in the summer. 😉

Re: Waiting on sim swap

RosieR — Tue, 27 Apr 2021 19:14:01 GMT

@Deeschmizz wrote:
Been waiting a considerably long time. Mod replied and asked an anti fraud question which I answered but never had a response to. My phone is my livelihood, and please help me expedite the process.

Hi @Deeschmizz i~~f you haven't received any reply from the moderators, send a private message to the moderators online right now.~~

~~@Edith_C~~

~~@Evelyn_A~~

~~@Oana_S~~

~~@Silvio_M~~

~~@Tony_H~~

~~@Ana_H~~

~~@Arturo_H~~

EDITED as per oracle @Luddite post https://productioncommunity.publicmobile.ca/t5/Using-Your-Service/Waiting-on-sim-swap/m-p/680669/highlight/true#M135349

~~They might not reply because the preferred way to contact moderators is by submitting a ticket. But it does not hurt to try.~~

Good luck

Aloha

Rosie

Still have no phone use... SIM swap unsuccessful

Deeschmizz — Sun, 18 Apr 2021 20:49:13 GMT

Mod please help me

Re: Still have no phone use... SIM swap unsuccessful

dabr — Sun, 18 Apr 2021 21:13:04 GMT

@Deeschmizz wrote:
Mod please help me

@Deeschmizz You need to contact them again, not sure why they've not responded back to your original message, but try again.

If you submitted a ticket via chatbot first time, then you can instead send a private message to Moderator_Team at this link: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Edit: BTW make sure to type "SIM swap" in the subject heading.

Re: Still have no phone use... SIM swap unsuccessful

HALIMACS — Sun, 18 Apr 2021 21:15:13 GMT

@Deeschmizz

To contact a moderator, there are 2 methods:

Use the ticketing system for a faster response time. Click here and type moderator, then select contact us, then select you need a human now. Follow the prompts to submit a ticket, or,
Send a private message to the moderator by clicking here You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: Still have no phone use... SIM swap unsuccessful

Anonymous — Sun, 18 Apr 2021 21:17:03 GMT

And here I get messages from them about my reported posts seeming like they think it's a ticket. Leave me alone. 🙂 Help the tickets first...not replying about reported posts.

Re: Waiting on sim swap

Luddite — Tue, 27 Apr 2021 18:27:26 GMT

@RosieR FYI: it is pointless send private messages to individual moderators. All private messages are delivered to a common pool for triage. Just use: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

On the other hand, if one receives a private message from a moderator responding to their message goes to them; if associated with a ticket and they are absent it is managed by an active moderator.

Re: Waiting on sim swap

RosieR — Tue, 27 Apr 2021 18:44:27 GMT

@Luddite got it. thank you