topic Re: Customer Support, Stolen Phone, Transfer services to a new phone. in Get Support

Customer Support, Stolen Phone, Transfer services to a new phone.

vbond — Fri, 01 Aug 2025 03:12:56 GMT

My phone was stolen, and I created a ticket to blacklist the IMEI and get instructions on how to transfer service to a new phone. There has been no reply after 3 days. Does customer service exist in any form? What are the steps to get service on my new phone? I temporarily turned the service off and purchased a new SIM card. What is the next step?

Re: Customer Support, Stolen Phone, Transfer services to a new phone.

softech — Fri, 01 Aug 2025 03:19:23 GMT

@vbond

For the blacklisting, I have escalated your issue with Support team on behalf. They will reply tomorrow morning, please monitor your Community inbox
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

For transferring service to new phone:

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

Then you can get a Public Mobile sim card or eSIM for the new phone:

To get a physical sim, buy the Public Mobile sim from

Amazon.ca: https://www.amazon.ca/gp/product/B06X9ZGDWG/ (Best and Quickest option, Free Prime next day shipping)
local Telus/Koodo/Mobile Klinik stores: https://www.publicmobile.ca/en/pick-up-SIM (call ahead to confirm availability )
Via your My Account: https://www.publicmobile.ca/sim-card or via PM app's Account page(Delivery could take anywhere from 5 days to 3 weeks)

Once you got the sim card, you can update the sim card number from either the PM app or My Account via the browser (After login, remember to resume service first if you have used Lost/Stolen to suspend the service earlier.):

If you are updating via Public Mobile app

login and go to Account page
(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)
click Change your Sim card and update your sim card number there

To update it from My Account via the browser:

login My Account to request Change Sim card
(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)

Go to Profile page, click on the Pencil besides the sim card number, follow the steps to enter the new sim card number and complete the change sim card request
(or direct link: https://myaccount.publicmobile.ca/en/account/profile/change-sim-number )

After the sim card is updated, wait 5 mins, then reboot your phone and it should be good
(PM Lost/Stolen Reference page: https://www.publicmobile.ca/en/get-help/articles/lost-or-stolen-phone)

To get a eSIM,:

download the app on your new phone and login. If you have problem with receiving 2FA code, click "Didn't Receive code" or "Resend code" and choose either Send email or Send voice message

Once logged in, Click Account from the bottom, then click Purchase SIM Card and select eSIM.

Once it confirms your phone is eSIM compatible, click Pay $ and Install (the system will check and apply a $5 credit to bring the total price back to $0 at checkout), and follow the prompt to complete and purchase and install eSIM on your device
(in rare case that PM charges you for the replacement esim, you can submit a ticket with PM support and ask them for reimbursement)

Not sure if you lost the phone, if so, 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: Customer Support, Stolen Phone, Transfer services to a new phone.

CSA_PM — Fri, 01 Aug 2025 16:40:43 GMT

Hello @ vbond,

If you bought a new SIM card, I can help you activate it.

I sent you a private message. You can view and reply to it by accessing this link: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Customer Support, Stolen Phone, Transfer services to a new phone.

computergeek541 — Fri, 01 Aug 2025 20:31:24 GMT

@CSA_PM wrote:
Hello @ vbond,
If you bought a new SIM card, I can help you activate it. Unfortunately, Public Mobile cannot blacklist a phone because we do not sell phones.

I do not believe the above is correct. It's not the phone sellers who blacklist phones, but rather the carriers. In Canada, the setup is such that any carrier, including Public Mobile, is supposed to blacklist a device upon request by the legal owner that has been lost or stolen. While some carriers have some rules about how the IMEI had to been active on the network recently and some might ask for some type of proof of ownership, Public Mobile being a brand of Telus absolutely should be providing this service. Carriers can do this in Canada regardless of the original place or purchase and regardless of the original carrier of the device.

Re: Customer Support, Stolen Phone, Transfer services to a new phone.

vbond — Sat, 02 Aug 2025 21:28:49 GMT

I created ticket #5790004-464 on July 29, 2025, at 11:12 (almost 4 days ago). I noticed you sent me a private message requesting my credentials to access my account. Could you please confirm if you are the person assigned to follow up on this ticket? Additionally, will Public Mobile blacklist the IMEI, and if so, when can I expect this to be completed? Thank you for your assistance.

Customer Support

vbond — Sun, 03 Aug 2025 18:43:05 GMT

I created a ticket 5 days ago. No direct reply to the ticket. Is this normal?

Re: Customer Support

hTideGnow — Sun, 03 Aug 2025 18:44:31 GMT

hi @vbond did you check the community inbox?

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

if still no reply, message them again

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

Re: Customer Support

vbond — Sun, 03 Aug 2025 18:53:46 GMT

I have created another ticket - after 2 days silence on original ticket, no reply so far to any. Someone named CSA_PM asked for credentials to secure my account, but it seems they may not have read my questions and not following on my ticket directly. I replied with the requested information, but I have not heard back for several days

Re: Customer Support

hTideGnow — Sun, 03 Aug 2025 19:00:42 GMT

hi @vbond the CSA_PM was the correct person

you have to answer them back first before they will provide help

Re: Customer Support

Dunkman — Sun, 03 Aug 2025 19:10:58 GMT

@vbond wrote:
I have created another ticket - after 2 days silence on original ticket, no reply so far to any. Someone named CSA_PM asked for credentials to secure my account, but it seems they may not have read my questions and not following on my ticket directly. I replied with the requested information, but I have not heard back for several days

@vbond

CSA_PM is a dedicated customer service agent who is suppose to prioritize certain customer problems. However, this role is not active over weekend. It is possible since CSA_PM took over your case, that your original ticket was either deleted or suspended.

If you answered their question already, they likely will respond tomorrow Monday. I think that they are based overseas so Monday is not a holiday for them.

Since you submitted another ticket, maybe the regular CSA will respond today sometime. I will try to escalate back to CSA_PM, but likely no response until tomorrow morning.

Re: Customer Support, Stolen Phone, Transfer services to a new phone.

vbond — Sun, 03 Aug 2025 19:16:18 GMT

Is there a way to confirm if Public Mobile is supposed to blacklist a stolen phone’s IMEI when requested by the customer? I provided the requested details but haven’t received a clear response yet.

I don't see this message: "@CSA_PM wrote: Hello @ vbond, If you bought a new SIM card, I can help you activate it. Unfortunately, Public Mobile cannot blacklist a phone because we do not sell phones."

CSA_PM is not responding to my messages in https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Customer Support, Stolen Phone, Transfer services to a new phone.

hTideGnow — Sun, 03 Aug 2025 19:22:57 GMT

hi @vbond

yes , PM support agent will help to blacklist a phone. But the best way to blacklist it is via Apple or Google to lock the phone so it cannot activate again

and CSA_PM or CS_agent are just shared mailbox. No specific agent dedicate to a ticket. Anyone who see the ticket will help, this ensures faster response

I know no one reply yet after your initiate replym. I would go back and reply the message again and push for an update

Re: Customer Support

BKNS27 — Sun, 03 Aug 2025 19:32:04 GMT

@vbond

The CS_Agent (customer service agent) normally reply in your inbox with a few hours depending on how busy they are. Patience is key with dealing with an agent.

Re: Customer Support, Stolen Phone, Transfer services to a new phone.

vbond — Sun, 03 Aug 2025 19:34:49 GMT

I don’t see the statement “Public Mobile cannot blacklist a phone because we do not sell phones” in the private message from CSA_PM. Is there an official way to confirm whether Public Mobile can blacklist a stolen phone’s IMEI per customer request and if so what is procedure? I included the IMEI in my ticket and asked for it to be blacklisted. CSA_PM sent me a private message on Fri asking for account verification, which I provided, but I am still waiting for a reply to my ticket.

Re: Customer Support

vbond — Sun, 03 Aug 2025 19:48:25 GMT

Thank you for reply. We are talking about days not hours. Original ticket is not replied within 3 days (created on Tue), then when escalated by community member, agent replied on Friday with request to provide verification, no reference to the ticket number or the questions. It was more then one day since I provided verification to the agent. It's not not few hours, and not even few days. My phone was stolen and it's been 5 days since I created the ticket, with the agent private messaging me after 3 days to verify account and now not replying on day 5 after provided with requested information. Patience?

Re: Customer Support, Stolen Phone, Transfer services to a new phone.

hTideGnow — Sun, 03 Aug 2025 19:57:11 GMT

hi @vbond they will help to blacklist the phone but only if the phone was last used on Om network with an active PM account

Re: Customer Support

Rastin — Sun, 03 Aug 2025 20:01:25 GMT

What problem are you having that you need help from PM? Tell us and maybe we an help you in some way.

Re: Customer Support, Stolen Phone, Transfer services to a new phone.

vbond — Sun, 03 Aug 2025 20:36:51 GMT

Thank you for reply. I provided IMEI number and details about the stolen phone in the submitted ticket. So far, I got Customer support agent CSA_PM saying Public mobile will not do it, Oracle computergeek541 disagreeing with CSA_PM, and you stating Public mobile will help me. I don't see how it is actionable in any away. Do I create another ticket, or still wait for somebody to act on it?

Re: Customer Support

BKNS27 — Sun, 03 Aug 2025 20:46:39 GMT

@vbond

Best to reply to the last message and ask for it to be expedited.
I didn’t run to this problem with an agent.
I know that an CS_Agent pops into this public Community lately but hopefully they can see your request. I know they work from 9:00am to 10:00pm EST.

Re: Customer Support, Stolen Phone, Transfer services to a new phone.

vbond — Sun, 03 Aug 2025 21:11:10 GMT

My phone was in service with public mobile when it was stolen, that is why I created a ticket to blacklist it. Is this a scenario you mentioned, or something else? Please confirm.