topic Re: 611 Answered! in Get Support

611 Answered!

Priority — Wed, 06 Sep 2023 00:27:47 GMT

I just called 611 from my own Personal Public Mobile line and immediately got the Thanks for calling IVR Text but a woman answered and said 'Hello - Pre-Paid Plans' I didn't say anything and waited for the Automated system but nothing happened and I said wait a minute is someone seriously there and someone responded 'Yes this is PrePaid Plans' I said I've never had anyone actually answer when calling 611 before, she proceeded to say something about a SIM Card and Purple Activate Button (I said I'm already a customer) and then she asked for my 16 digit credit card number from my Account!!

I asked what company is this a few times and she went silent and hung up. It sounded very automated because of clicking and real at the same time because it actually answered my questions pretty well when I tried to figure it out, the call lasted about two minutes.

I didn't provide any personal details since I know this is not normal and is the first time in 4 years of calling 611 that this has ever happened.

I've tried calling 611 over four times since and now it's the regular Male Automated system everytime since.. what in the world happened, did someone hack or intervene Public Mobiles 611 system?

I double checked my call logs and It was 611 that I called so there's no way I misdialed.. something is very very wrong.

That was very very concerning, can everyone try calling 611 and see if it happens to you?

Re: 611 Answered!

Chalupa_Batman — Wed, 06 Sep 2023 00:38:54 GMT

I just tried. Gotta young male automated voice. Then as the voice started I got a text message from 611. Before I go any further I will say the call was not crisp and clear. It was very staticy and clips.

Here is the text.

Thank you for calling the IVR. Did you know that you can check your Rewards, change your plans, purchase add-ons, view plan usage and so much more through My Account? Visit the new and improved My Account at myaccount.publicmobile.ca

Just dialed it a second time and once again got the 611 text but it was much more crisp and cleaner.

Re: 611 Answered!

Priority — Wed, 06 Sep 2023 00:43:46 GMT

For me it was a female, it almost seemed like a real person who had hacked Public Mobile because it was not the Regular Male Automated System that you got and like I'm getting now.

Something was very off and that was not normal at all considering it said a Purple Activate Button and asked for my Credit Card Number.

I'm trying to call from my other Lines to see as well.

Re: 611 Answered!

DennyCrane — Wed, 06 Sep 2023 00:57:02 GMT

That's very suspicious. I've never had a service provider (aside from my actual credit card provider) ask for my credit card number as a way of locating my account. This sounds concerning. I would report it to Public Mobile.

Re: 611 Answered!

Priority — Wed, 06 Sep 2023 01:01:08 GMT

I've been persistently calling back and eventually it stayed quiet for 15 seconds before speaking French now.
I took a video how do I post it?

Re: 611 Answered!

Chalupa_Batman — Wed, 06 Sep 2023 01:04:29 GMT

The problem is there is no proper way to report it to a securities officer within Public Mobile. I would google Telus CS and call them and ask to speak with the securities office as their 611 system may have been compromised. If they refuse, ask to speak to a supervisor. Sadly it's the only way. OR... call the porting number. I know it's meant for that but I'm sure if it's someone at PM they can get you to the right people... you'd assume.

Re: 611 Answered!

DennyCrane — Wed, 06 Sep 2023 01:10:12 GMT

@Chalupa_Batman Calling the porting number is not the answer. I've seen that recommendation a couple times now, and I would not recommend that.

Calling Telus directly may work. I was more thinking just send a private message to @CS_Agent and let them handle it. They can create a ticket to send over to Telus if warranted. Ultimately it's a Telus/Public Mobile problem, and if they don't act it's on them to deal with any fallout.

Re: 611 Answered!

computergeek541 — Wed, 06 Sep 2023 01:19:23 GMT

@Chalupa_Batman wrote:
The problem is there is no proper way to report it to a securities officer within Public Mobile. I would google Telus CS and call them and ask to speak with the securities office as their 611 system may have been compromised. If they refuse, ask to speak to a supervisor. Sadly it's the only way. OR... call the porting number. I know it's meant for that but I'm sure if it's someone at PM they can get you to the right people... you'd assume.

Calling the porting department shouldn't be done as this isn't a porting issue. Custoemers need to go thorugh the designated Public Mobile channels. Calling the porting centre would result in a Telus employee who is not prepared nor trained to handle such a discussion. I know that my next comment won't be popular, but Public Mobile is a brand targetting customers who are 100% comfortable with only using a self serve system (without a call centre).

Re: 611 Answered!

Chalupa_Batman — Wed, 06 Sep 2023 01:53:11 GMT

I respect both you and @DennyCrane comments. However, due to the nature and severity of this, contacting a PM employee itself no matter what level or what they do, it's imperative this information arrives in a timely manner. And if someone from the porting team hears what @Priority has to say and asks to speak to a supervisor, I think that's what's more important. Let's also face facts here. Proper channels? A CS Agent? Look how good that has gone in the last few weeks alone. I have almost zero faith in most of the CS Agents. I'm pretty sure most of the regulars here feel the same way.

Re: 611 Answered!

DennyCrane — Wed, 06 Sep 2023 01:55:56 GMT

@Chalupa_Batman I hate to break it to you, but @CS_Agent's are call centre agents just like the porting team, with the difference being they only handle requests via messaging instead of via phone. They're all the same level of employee, albeit with slightly different jobs.

Re: 611 Answered!

Chalupa_Batman — Wed, 06 Sep 2023 01:57:30 GMT

That's even worse to hear. LOL. I've been lucky in the last few days getting things answered but there are some pretty bad doozies of a CS Agents that shouldn't be agents. Just saying.

Re: 611 Answered!

softech — Wed, 06 Sep 2023 02:03:17 GMT

@Chalupa_Batman

please understand that porting support team will ONLY help out with porting issue and no other issue. Some people has abusd the use of this line as a general support line , PM had then removed all the posts with the porting team number to avoid being misused. No matter what the nature of the issue, porting team will ask anyone with non-porting issue to open ticket with support via regular channels, Chatbot or direct message, You can however state on the ticket the nature of the issue and try to ask for escalation

Again, there is no other ways or phone number to contact PM support team, please do not suggest people calling porting support for any non-porting related issues.

Re: 611 Answered!

Priority — Wed, 06 Sep 2023 02:08:11 GMT

The calls to 611 are being hijacked and stolen @J_PM, it has happened twice now after calling back a ton of times.

Something needs to be done asap about this.

Re: 611 Answered!

DennyCrane — Wed, 06 Sep 2023 02:09:25 GMT

@Priority

Have you sent a message to @CS_Agent yet? Make sure to include call times. It may take a bit for them to get to your inquiry, so best to get it in the queue ASAP.

Re: 611 Answered!

softech — Wed, 06 Sep 2023 02:10:16 GMT

@Priority , check your My Account's usage history and see if the usage log shows that call

Re: 611 Answered!

Chalupa_Batman — Wed, 06 Sep 2023 02:10:22 GMT

Chatbot works fantastic! Direct messages can take hours while PM customers could be giving away their credit card numbers as we speak. But eh... I gave my opinion. I'm done with this conversation. G'night ya'll.

Re: 611 Answered!

softech — Wed, 06 Sep 2023 02:11:37 GMT

@Priority wrote:
The calls to 611 are being hijacked and stolen @J_PM, it has happened twice now after calling back a ton of times.
Something needs to be done asap about this.

@Priority

try the sim on another phone, it could also be a device app issue, maybe your phone dialer app was hijacked instead

Re: 611 Answered!

Priority — Wed, 06 Sep 2023 02:15:06 GMT

It just happened for the third time after calling 611 over 30 times, an actual person answered and started keying buttons shortly after I started talking, something is really off.

@softech No it doesn't show any outgoing calls in My Account for 611 or the number it reverts to.

Re: 611 Answered!

softech — Wed, 06 Sep 2023 02:17:07 GMT

@Priority wrote:
It just happened for the third time after calling 611 over 30 times, an actual person answered and started keying buttons shortly after I started talking, something is really off.
@softech No it doesn't show any outgoing calls in My Account for 611 or the number it reverts to.

@Priority

Try two things:

1. on your own phone, disable Wifi and Mobile Data, just make the *611 calls

2. check your sim in another phone, similarly, disable Wifi and Mobile Data before you make the call

Re: 611 Answered!

DennyCrane — Wed, 06 Sep 2023 02:58:11 GMT

@softech Good call, it could very well be a device issue. I tried calling and got the standard IVR. I'd also be curious to know if he gets the same results with all data off or with the same sim in a different device.