topic public mobile blacklisted my phone in error in Get Support

public mobile blacklisted my phone in error

HendrickRudolph — Sat, 31 Aug 2024 20:51:43 GMT

I have owned my Pixelfor years (bought directly from Google) - on PM network for years. I was transferring from an e-sim to a physical sim and somewhere in the process PM put my phone on the national BlackList. How do I have this fixed as there is no customer service number to call .

Re: public mobile blacklisted my phone in error

eddieO — Sat, 31 Aug 2024 14:40:44 GMT

@HendrickRudolph contact an agent by the link below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)

Re: public mobile blacklisted my phone in error

softech — Sat, 31 Aug 2024 14:42:59 GMT

@HendrickRudolph

you sure your phone on the blacklist? check again
https://www.devicecheck.ca/check-status-device-canada/

If your physical sim slot was never used, it could be that it was blacklisted earlier for whatever reason. PM does not put phones on blacklisted unless advised by the PM account owner for Lost/Stolen.

(And since a phone now has esim and physical sim and hence the phone has 2 IMEIs, make sure you aware that one of them could be blacklisted but the other one could still work)

you can check with PM support again, but if you didn't ask them to blacklist it, I really doubt they did

Please open ticket with PM support:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Log In", finally click "Click here to submit a ticket ↗"
2. If you have trouble with Chatbot or you don't have access to My Account: 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 ticket submitted, CS Agent will reply to you there

Re: public mobile blacklisted my phone in error

HendrickRudolph — Sat, 31 Aug 2024 15:00:20 GMT

I searched the the blacklist website with my eimi .... The phone is definitely blacklisted.

I used the suspend service/re-activate service on my public mobile profile after porting the esim to physical sim. In the process the IMEI was blacklisted and then not removed from the blacklist. I also put the physical sim in a different phone which worked. I also bought several esims which also didn't work on said blacklisted phone.

I do have an open ticket at the moment. Just waiting on a response. Wondering what the turn around times are like.

Re: public mobile blacklisted my phone in error

softech — Sat, 31 Aug 2024 15:22:12 GMT

@HendrickRudolph

keep checking inbox, PM usually reply within 1 to 4 hours. If waited more than 4 hours and still no reply, message them again

And if you suspect the physical sim slow was blacklisted, try another active physical sim from another carrier to see if it works. Also, you have an active PM physical sim? test it on another phone as well