topic Re: Victim of SIM hijacking in Get Support

Victim of SIM hijacking

Rajni1 — Tue, 17 Jun 2025 02:26:51 GMT

Can someone please help me? My sim was hijacked it seems. All calls were being forwarded to a strange 705 number. I wasn't receiving incoming calls and we discovered the calls were being forwarded after 3-4 days. What should I do? My phone is working now but I'm worried what info do they have still... Can they access my phone calls and texts? How did this happen? All from clicking a link in a text maybe?

Re: Victim of SIM hijacking

hTideGnow — Tue, 17 Jun 2025 02:45:30 GMT

hi @Rajni1

you have to ask yourself how it was simjacked.

if you have not changed your sim card yet, change it.

And change your PM My Account login. I might even change the email address used for your My Account login, of course, change the password

and change the username and password for all your bank accounts and email address.

Re: Victim of SIM hijacking

hairbag1 — Tue, 17 Jun 2025 02:46:13 GMT

@Rajni1

could that number be voice mail ?

If not, best to message Customer Support by click on the orange bubble on lower right side of page to start that process.

Re: Victim of SIM hijacking

Sansan — Tue, 17 Jun 2025 02:49:56 GMT

@Rajni1 you could change your Public Mobile login password.

Unless they have access to your PM login, they wouldn't have any private information.

Where possible have authenticator app for 2fa codes from banks and such.

You could also purchase a new SIM card. You can get one from a Koodo or Telus store or Amazon.

Then message cs agents through the chatbot to change the SIM number for you if you don't know how to do it.

Or purchase eSIM through the app if that's your preference.

Re: Victim of SIM hijacking

hairbag1 — Tue, 17 Jun 2025 03:02:43 GMT

@Rajni1

check out the call logs in your account and let us know the number that calls are forwarded to...I'm just wondering if when someone calls you and you haven't turned on your phone...those calls go to a voicemail number but show up as a outgoing call.

Re: Victim of SIM hijacking

Rajni1 — Tue, 17 Jun 2025 23:39:09 GMT

Yes I don't know how to change the sim number so maybe I should get help doing that. I'll try using the chatbot.

I was wondering if I should wipe the phone cancel the sim and change my number even?

Re: Victim of SIM hijacking

slusagm — Tue, 17 Jun 2025 23:45:17 GMT

So, you have a new sim card now?

you can update the sim card number at Profile, then click the pencil to the right of the sim card number to update

or simply use this link
https://myaccount.publicmobile.ca/en/account/profile/change-sim-number

Re: Victim of SIM hijacking

Rajni1 — Tue, 17 Jun 2025 23:51:14 GMT

No I guess I have to order a new SIM first?

Re: Victim of SIM hijacking

Rajni1 — Tue, 17 Jun 2025 23:51:42 GMT

At the moment the chat bot isn't working for me but will keep trying, thanks

Re: Victim of SIM hijacking

slusagm — Tue, 17 Jun 2025 23:57:17 GMT

buy a new Public Mobile sim card from Telus or Koodo or MobileKlink store for $10 (check this link for location: https://www.publicmobile.ca/en/pick-up-SIM) or from Amazon for $5 (https://www.amazon.ca/gp/product/B06X9ZGDWG/)

the you can update it on My Account -> Profile

For wiping the phone, yes, it would be safer to do so

Important thing is make sure you also change password for all banks, email and other important login

And if you need PM to help but Chatbot doesn't work for you, use the direct message link:

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