topic Re: Someone else has my number. in Get Support

Someone else has my number.

Rusty12 — Sat, 16 Jul 2022 10:55:02 GMT

Lost my phone over the weekend, i have been trying to call it , it would still go to my custom VM greeting. all of the sudden this morning when i tried calling again it would just keep ringing/ Vm never picked up/ tried again/ this time someone answered but claims they downloaded a free calling app and thats the number that they were given. .

I Already ordered a new Sim & new phone, I would like to keep the same number/ not sure what i can do./

Re: Someone else has my number.

dust2dust — Mon, 04 Jul 2022 18:55:44 GMT

Log in to your account and look for your number. If there then use the lost/stolen option under plan & add-ons to suspend the service. And change your account password. And maybe change passwords of the emails that your phone would have known, particularly this account password (not community).

Then get a new sim and use the change sim option and then resume the service at the same place before. If all that takes until after your renewal would have happened then you'll need to do a manual payment to reactivate.

Re: Someone else has my number.

MrSpock — Mon, 04 Jul 2022 19:12:24 GMT

@Rusty12 sorry I misread your post

Re: Someone else has my number.

softech — Mon, 04 Jul 2022 19:08:40 GMT

@Rusty12

Go to your My Plan & Add-ons page to confirm if your phone number is still the same one:

https://selfserve.publicmobile.ca/Overview/plan-and-Add-ons/change-plan/

then, put your phone on Lost/Stolen first:

Login to My Account.
Go to Plan and Add-ons Tab and click on Lost/Stolen Phone to Suspend the service.

Also, you might want to try to locate your lost phone :

Apple: https://www.apple.com/ca/icloud/find-my/

(how to use: https://www.pcmag.com/how-to/find-a-lost-iphone)
Google: https://myaccount.google.com/find-your-phone

Samsung: https://findmymobile.samsung.com/

(how to use: https://www.pcmag.com/how-to/how-to-find-a-lost-android-phone)

Re: Someone else has my number.

Rusty12 — Thu, 14 Jul 2022 04:19:26 GMT

Got my new phone & sim, I updated the SIm number in my account. it shows its active/ all inbound calls go directly to my VM/ when I try to call out from my phone it just dead air/ no error msg.

I'm unable to send/rec texts/ . normally phone would say Public mobile for the network but its not saying anything.

when checking phone settings it shows the sim number & tel number.

I have checked the spn settings, did a network reset, no luck.

Re: Someone else has my number.

Rusty12 — Sat, 16 Jul 2022 10:24:30 GMT

I seem to now be able to send/rec text, I also getting vm notifications. but I'm still unable to make or receive calls/ inbound callers get dead air for around seconds & go to the correct VM greeting.

Maybe i should Switch providers. I'm a caretaker in a building and my phone is linked to the intercom & my tenants.

unable to make/rec calls

Rusty12 — Sat, 16 Jul 2022 10:47:34 GMT

data/texting working fine.

inbound callers get dead air for around secs then get sent directly to VM.

When i make a call it just shows dialing for a good secs then the call drops.

I have checked the APN settings, tried a network settings reset, no luck./

I've been out of service for weeks

Re: unable to make/rec calls

MrSpock — Sat, 16 Jul 2022 10:43:35 GMT

@Rusty12hi try manually setting your network settings to 3g if the problem persists open a ticket, to speak to a customer service agent Click here or if you are having issues with Simon you can send private message to a CS Agent here: https://bit.ly/2GGCJzH

Re: unable to make/rec calls

computergeek541 — Sat, 16 Jul 2022 10:51:19 GMT

@Rusty12

You won't wish to spending any more time trying to make adjistments to APN settings. APN settings are unrelated to the ability to make or receive phone calls.

Re: Someone else has my number.

softech — Sat, 16 Jul 2022 12:18:13 GMT

@Rusty12 No need to change provider for this.

did you reboot the phone once after you requested "Change SIM card" in My Account?

It could be sim provisioning issue. If you have another phone around, try to put your PM sim card there. It could force a sim reprovisioning

If that does not work or if you do not have another phone around, open ticket with PM Support:

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗"

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at:

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply you there

Re: unable to make/rec calls

RG5 — Sat, 16 Jul 2022 12:42:43 GMT

I am having the same problem. I think I was supposed to recieve a SMS from public to activate /transfer # , but did not . Did you recieve SMS ?

Re: unable to make/rec calls

Yummy — Sat, 16 Jul 2022 12:46:04 GMT

You were out of service for weeks????

Did you try to ask help here or even better contact agent?

What your accounts says? Is it Active? Payments are in order? Account is Not suspended?

Did you port your number to PM recently?

Re: unable to make/rec calls

hTideGnow — Sat, 16 Jul 2022 12:51:06 GMT

HI @RG5 are you transfering your number of out of PM or into PM?

If out of PM , call your new provider and they will arrange to send the text again

Re: unable to make/rec calls

RG5 — Sat, 16 Jul 2022 12:51:10 GMT

Unable to recieve calls for 2 days text works .

Tried to submit ticket to speak to rep . Says ticket failed .

Account is active and paid to date . Tried to port 2 days ago. It took me a day to realize I was not recievong calls

Re: unable to make/rec calls

RG5 — Sat, 16 Jul 2022 12:55:27 GMT

Into PM

Re: unable to make/rec calls

hTideGnow — Sat, 16 Jul 2022 12:55:58 GMT

HI @RG5

just message them via direct message:

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

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

Re: unable to make/rec calls

RG5 — Sat, 16 Jul 2022 12:57:35 GMT

Thank you

Re: unable to make/rec calls

Lorca — Sat, 16 Jul 2022 16:31:01 GMT

Same. Sometimes after the dead air for 15-30 seconds the phone does ring, otherwise straight to voicemail.

unable to make/rec calls/ texts take days to be deleivered to me.

Rusty12 — Mon, 25 Jul 2022 05:21:09 GMT

I've been out of service for three weeks now, Support is no help.

I have told them the steps i have done, they said they would send a ticket to the support team, that they would be in touch in 24-78 hours. its been past that,

just sent them a msg saying not to bother anymore that I would be porting out my number.

the agent that replied offered no help or to save me as a customer, just wished me good luck.

What a joke of a company & support.

selling my Telus shares asap.

edited by computergeek541: inappropriate language in this thread removed

Re: unable to make/rec calls/ texts take days to be deleivered to me.

Timer — Fri, 22 Jul 2022 17:46:28 GMT

@Rusty12

re-send Private Messages to support team by CS_Agent with your ticket #.