topic Re: Phone Number Changed By Itself?? in Get Support

Phone Number Changed By Itself??

wisekal — Thu, 28 Jul 2022 07:20:11 GMT

Hello,

This morning when I woke up my phone is displaying a different number than what is mine. I cannot make outgoing calls but I can text and it’s coming from a different number.

can anyone help me please?

Re: Phone Number Changed By Itself??

CountyDownIeUk — Wed, 27 Jul 2022 16:23:31 GMT

Sim jacked?

Re: Phone Number Changed By Itself??

softech — Wed, 27 Jul 2022 16:24:52 GMT

@wisekal

did you just join last month and requested porting?

if that was the case, you didn't completed the porting process. The old provider will send you a text and you need to reply YES within 90 mins. It could be that you didn't reply, and once the porting request not complete after a month, PM will have to cancel the request and assign you a new number

Please confirm if you did request porting and will try to advise further from here

Re: Phone Number Changed By Itself??

wisekal — Wed, 27 Jul 2022 16:44:04 GMT

Hi,

No I haven’t recently moved to Public Mobile. We’ve been a client for quite some time. It is only my phone that was affected, not my other family members. Is there staff I can talk to about this? A tech team or customer support?

Re: Phone Number Changed By Itself??

softech — Wed, 27 Jul 2022 16:46:37 GMT

@wisekal I hope it is not SIM fraud, can you even login your Self-Serve My Account to check?

And you called your number and your phone is not rinnging?

Yes, 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: Phone Number Changed By Itself??

wisekal — Wed, 27 Jul 2022 19:53:10 GMT

Thank you. Still in the process of trying to get the fix. Waiting on support 🙂 You guys were prompt and super helpful!

Re: Phone Number Changed By Itself??

wisekal — Fri, 12 Aug 2022 19:22:49 GMT

Just to update this topic, it was resolved. The issue was apparently from the Public Mobile side of things.

For whatever reason my account became associated with someone elses and I had their number all day.

Support tried for awhile before it was escallated and was resolved within about 24hrs.

Was a bit of a disappointment (and inconvenience) to be out of service for 24hrs, but at least it was resolved. Thank you.