topic Re: Post Test in Get Support

Post Test

walleyewill — Mon, 01 Sep 2025 15:29:07 GMT

Will this post disappear too?

Edit:

See last post for sim swap solution.

Re: Post Test

walleyewill — Sun, 31 Aug 2025 20:40:36 GMT

Nope....can't repost my original question. How do i get help if I can't ask my question?

Re: Post Test

Dunkman — Sun, 31 Aug 2025 20:56:46 GMT

@walleyewill

The website has an auto filter that will reject certain posts.

https://productioncommunity.publicmobile.ca/t5/premod/moderationitemspage/tab/rejected

Some key words or multiple website links can trigger this rejection. Also, copy and paste statements may also cause issues.

Maybe try to retype your issue and keep it concise.

Re: Post Test

walleyewill — Sun, 31 Aug 2025 21:15:01 GMT

Phone stolen. Need sim swap. Answered all verification questions but agent claims activation date is wrong. I have photos proving date correct. Being ignored since yesterday. What to do?

Re: Post Test

hTideGnow — Sun, 31 Aug 2025 21:22:04 GMT

hi @walleyewill which question they think you answered wrong??

ask agent to escalate

Re: Post Test

Dunkman — Sun, 31 Aug 2025 21:22:08 GMT

@walleyewill

CSA needs to confirm ownership of account.

Do you still have access to your email address that is attached to PM account? Instead of 2FA text (since you don't have phone), you can get 2FA email code instead.

Do you see the "didn't receive code" link? Click on link and you should get option for 2FA email.

Re: Post Test

walleyewill — Sun, 31 Aug 2025 21:24:06 GMT

I can't remember my password. Can't access email to change password.

Re: Post Test

walleyewill — Sun, 31 Aug 2025 21:25:40 GMT

Activation date. I have photos of my activation and and a photo of the date Public Mobile says I activated my account.

Re: Post Test

walleyewill — Sun, 31 Aug 2025 21:26:44 GMT

Can't escalate since they are ignoring me.

Re: Post Test

hTideGnow — Sun, 31 Aug 2025 21:28:24 GMT

hi @walleyewill

sometimes we see @CSA_PM answers here. Let's hope they see this post. Or @Dunkman , can you help to escalate?

Re: Post Test

Dunkman — Sun, 31 Aug 2025 21:35:28 GMT

@hTideGnow wrote:
hi @walleyewill
sometimes we see @CSA_PM answers here. Let's hope they see this post. Or @Dunkman , can you help to escalate?

@hTideGnow

I will escalate, but this specific agent works Monday to friday. So they might respond tomorrow, but since OP is already in contact with CS_Agents, this agent may not be able to help.

@walleyewill

CSA need to confirm identity of ownership. May try to provide other information about your account. Ie. the last 4 digits of your credit card on file. Name of account. email address associated with account. Physical address associated with account. PIN number that you choose when you activated PM account. Not ever customer knows when they activated their account.

Re: Post Test

walleyewill — Sun, 31 Aug 2025 22:08:39 GMT

Thanks. I have answered every question. Email and address were updated from the original activation. But i correctly answered: last payment amount, type, date, plan, credit card on file, account #, acct PIN#, email, phone # and activation date (contested). Sim card# and referral code used at activation, plan+promotions at activation.....seriously what fraudster would have all of that info?

Re: Post Test

Dunkman — Sun, 31 Aug 2025 22:21:39 GMT

@walleyewill

@walleyewill wrote:
Thanks. I have answered every question. Email and address were updated from the original activation. But i correctly answered: last payment amount, type, date, plan, credit card on file, account #, acct PIN#, email, phone # and activation date (contested). Sim card# and referral code used at activation, plan+promotions at activation.....seriously what fraudster would have all of that info?

Looks like that you provided up the right information (except for contested activation date). Maybe the next CSA will be more "reasonable". CSA response times are slower on weekends due to likely staffing issues.

By chance, when you first activated your account, did you purchase your physical SIM card and plan at the same time. Then you had to wait for physical SiM card to be mailed before you completed activation? Maybe the activation date might be different in the above situation. Date of purchase of SIM card/initial activation and afterwards when you finished the activation.

Re: Post Test

walleyewill — Sun, 31 Aug 2025 22:40:55 GMT

No. Activation was 3 years ago online before the app.

Re: Post Test

walleyewill — Mon, 01 Sep 2025 00:21:25 GMT

This is unbelievably ridiculous that there is no response from customer support today.

Re: Post Test

Dunkman — Mon, 01 Sep 2025 03:07:39 GMT

@walleyewill wrote:
This is unbelievably ridiculous that there is no response from customer support today.

It does seem that response times are slower on weekends. Hopefully, you will get a response by tomorrow morning. I have tried to escalate to CSA_PM who should start working Monday at 8 PM ET.

Re: Post Test

walleyewill — Mon, 01 Sep 2025 06:15:58 GMT

Thank you for your efforts on my behalf.

Re: Post Test

CSA_PM — Mon, 01 Sep 2025 12:08:59 GMT

Thank you for bringing this to our attention! The customer was already in a private conversation with one of our agents when the post was escalated. The agent will continue assisting them directly.

Re: Post Test

walleyewill — Mon, 01 Sep 2025 14:32:01 GMT

Thank you everyone. I have replied to the agent in my private messages. Hopefully all will be resolved soon.

Re: Post Test

walleyewill — Mon, 01 Sep 2025 15:27:51 GMT

Just thought I would update this thread. Thanks to Dunkman for escalating as 2 agents responded to my mailbox. One to the original message thread and one to the new private message I sent yesterday. The latter I thanked and told them to close the request.

The former had obviously read the previous messages between myself and the agent and simply asked for the new sim card #. It was swapped within 10 minutes and I have my phone services back. I am very pleased and will reply with positive survey responses for this agent.

Note: The presumed escalated agent that sent a reply before handing it over to this agent mentioned that customer support was closed yesterday (Sunday) which is why I had no response until today.

Getting my sim card swapped was the true reason for my thread which Dunkman helped resolve but they also answered where my posts needing a sim swap were going >>unmoderated items<< so that's why I'm choosing Dunkman's solution.

Thanks again everyone for your help.