topic Re: Urgent: SIM issue + possible unauthorized activity in Get Support

Urgent: SIM issue + possible unauthorized activity

RadiusMelody — Tue, 14 Oct 2025 14:59:41 GMT

Hi, I’m unable to contact support through 611 or the chatbot. I received a 95% data warning I didn’t cause, and now when I call 611 it says “number changed by SIM” or redirects me to Koodo. My account still shows low data usage, and I didn’t change my SIM. Please confirm if my number was ported or accessed without permission.

My account is still active and I can log in. Please help.

Re: Urgent: SIM issue + possible unauthorized activity

hTideGnow — Tue, 14 Oct 2025 15:02:44 GMT

hi @RadiusMelody

so, you can login My Account but got that weird message when calling *611?

you need to ask PM support agent to check. You can submit ticket by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Urgent: SIM issue + possible unauthorized activity

hairbag1 — Tue, 14 Oct 2025 15:04:03 GMT

@RadiusMelody

many customers have reported the data warning in the past week or so. That message is incorrect. Log in to your account > Usage Breakdown to see most accurate info.

Re: Urgent: SIM issue + possible unauthorized activity

RadiusMelody — Tue, 14 Oct 2025 15:08:55 GMT

but when I call 611 it shows on the bottom "number changed by sim: (shows different phone number)". Called Telus which also said my phone number doesn't exist.

Re: Urgent: SIM issue + possible unauthorized activity

RadiusMelody — Tue, 14 Oct 2025 15:09:53 GMT

Thank you. I've just sent a message to them.