topic Re: Stolen phone in Get Support

Stolen phone

Unffire1 — Wed, 13 Mar 2024 19:23:48 GMT

My sisters phone got stolen this morning, I pay the bill but I can’t access the account to stop service. My credit card info is on there. How can I cancel it. She can’t because obviously no phone, help! Thanks

Re: Stolen phone

Handy1 — Wed, 13 Mar 2024 19:28:05 GMT

@Unffire1 Contact support to help

submit ticket with support . using the chat bubble bottom right of screen

If that doesn’t work you can always send private message to support .

send a private message To CS_Agents

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

Re: Stolen phone

softech — Wed, 13 Mar 2024 19:32:23 GMT

@Unffire1

If you have not done so, you might want to first supsend your service first until you got a replacement sim card:

Login to My Account, go to Profile page, click Report Lost/Stolen Phone and click Put my service on hold
(or use this direct link: https://myaccount.publicmobile.ca/en/account/profile/lost-or-stolen-phone)

If you are unable to login as you don't have a phone to receive the 2FA code: On the screen it is expecting you to enter the code, click Didn't get the code? or Resend code and then choose Send email

Ans use the FindMy service to locate the phone and try a remote wipe

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: Stolen phone

hTideGnow — Wed, 13 Mar 2024 19:33:13 GMT

hi @Unffire1

simplest way is to have agent to help to suspend the account

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

New account

Unffire1 — Thu, 14 Mar 2024 19:40:43 GMT

So my sisters phone was stolen, account cancelled etc, very appreciative of the fast work.

Have acquired a new phone and ordered a SIM card, should be here Sunday. I am going to set the phone up in my name, credit card etc and send her the phone in the mail. Is there anyway to keep her old phone number?
Thanks

Re: New account

Sansan — Thu, 14 Mar 2024 19:53:02 GMT

Hi,

Yes just have go in My Account to change the phone number.

once in profile there is another section that shows current phone number. Click on the pencil and change it then save.

If fir some reason you cannot access the account use the chatbot to submit the request.

Re: New account

computergeek541 — Thu, 14 Mar 2024 21:07:17 GMT

@Unffire1 wrote:
So my sisters phone was stolen, account cancelled etc, very appreciative of the fast work.
Have acquired a new phone and ordered a SIM card, should be here Sunday. I am going to set the phone up in my name, credit card etc and send her the phone in the mail. Is there anyway to keep her old phone number?
Thanks

The key is to avoid mistakenly opening a new account. The instuctions to change the existing account to the new SIM card has been provided. There isn't any reason to need to enter new name and credit card information.

Phone number transfer

Unffire1 — Sun, 17 Mar 2024 17:09:32 GMT

Created a new account on a new phone for my sister whose last phone was stolen. She wants to keep the same number she had with public and move it to her new account on her new phone. How can I transfer this, it’s still actually her number . Thanks

Re: Phone number transfer

Handy1 — Sun, 17 Mar 2024 17:14:03 GMT

@Unffire1 You can’t and she dosent need a new account just a new SIM card . And sim swap the number in account profile page

SIM SWAPPING profile tabs

She can also choose eSIM if phone compatible

but I would ask support if they can refund you for the new account as you were not aware that you just need new SIM card . And get her original account up and running again . They to can sim swap the number for you if you can’t log into her original account

submit ticket with support . using the chat bubble bottom right of screen

If that doesn’t work you can always send private message to support .

send a private message To CS_Agents

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

Re: Phone number transfer

HALIMACS — Sun, 17 Mar 2024 17:17:02 GMT

@Unffire1

Once a new SIM (or e-SIM) is purchased, simply log into the EXISTING account (not the new one) go under Profile tab, enter the new SIM card number, insert or load e-SIM onto phone, then it's associated with the same account and phone number.

EDIT: of course, you didn't need to create a new account, you'll need to cancel that one and not proceed with it ... sorry, wish you'd asked beforehand