topic Moderator imposter?..have I been hacked? in Get Support

Moderator imposter?..have I been hacked?

Leia63 — Thu, 01 Feb 2024 19:38:57 GMT

I was unable to submit a ticket

private messaged CS_agent

answered all verification questions

they responded that I was authenticated but then the answer to my issue had misspellings and incorrect information (my issue is with my US text and talk roaming add on not working) and didn’t fix the problem

I replied accordingly and now I have text in a red box over their previous message saying authentication failed, mismatch

Re: Moderator imposter?..have I been hacked?

hTideGnow — Thu, 01 Feb 2024 19:41:27 GMT

Hi @Leia63

agents are real person and their spellings are not perfect 🙂

can you try to close the browser, relaunch and relogin Community and reply agent message again?

if you still get the red box, post us a screenshot of the error so we can help further

Re: Moderator imposter?..have I been hacked?

Leia63 — Thu, 01 Feb 2024 19:43:28 GMT

No longer getting that message and have now gotten another response advising me to reboot

thank you

Re: Moderator imposter?..have I been hacked?

PhoneHome8932 — Thu, 01 Feb 2024 19:43:41 GMT

Users may be able to help if you explain the issue and your phone model. 🙂

Re: Moderator imposter?..have I been hacked?

Phil_Adelphus — Thu, 01 Feb 2024 19:51:50 GMT

@Leia63 I've got that red box when I clicked on a link in the notification email to go to the message but was not logged in to Public Mobile at the time.

Re: Moderator imposter?..have I been hacked?

Leia63 — Thu, 01 Feb 2024 19:54:45 GMT

However the issue still isn’t solved as still getting

Sorry, your plan does not include sending texts while in the US. Incoming texts are included. To add a US Roaming Add-On, visit selfserve.publicmobile.ca

when I try to text or call

Re: Moderator imposter?..have I been hacked?

Leia63 — Thu, 01 Feb 2024 19:57:38 GMT

My phone is old and am aware this may be part of the problem

iphone8 ver iOS 15.1.

Re: Moderator imposter?..have I been hacked?

hTideGnow — Thu, 01 Feb 2024 19:57:41 GMT

HI @Leia63

which plan do you have?

Unlimited international text only means you can send to everywhere while in Canada

if you are in US, you will need roaming add-on or a Canada-US plan to use service in US.

So, what plan do you have?

Re: Moderator imposter?..have I been hacked?

Phil_Adelphus — Thu, 01 Feb 2024 19:57:44 GMT

@Leia63 Does your account show that the add-on is in your account? If so, you need to connect to either T-Mobile or AT&T, preferably on 4G/LTE since 5G can be problematic with AT&T. If voice still doesn't work then try the 2G network on T-Mobile (which would imply you don't have a VoLTE enabled phone).

Re: Moderator imposter?..have I been hacked?

Phil_Adelphus — Thu, 01 Feb 2024 20:02:21 GMT

@Leia63 phone8 ver iOS 15.1.

Public Mobile's VoLTE list includes iPhone 8 with ios16, can you update the phone over wifi?