topic Re: Help with account in Get Support

Help with account

Robertmelki — Sun, 07 Dec 2025 16:37:17 GMT

I can’t get into my original public mobile account. My phone and data got compromised. A bunch of my apps & services got blocked. My account here had the password changed and apparently the phone number change requested. As a result of the suspicious activity, it appears as security features on public mobile blocked my original account. So my phone is inactive. Trying to use the self service menu, it’s trying to txt me or email me the code / links to reset. But I can get into my hotmail email account associated with the original PM account. And I can’t reset my email as it’s trying to txt me links or 2FA via phone numbers. I created this account with my gmail just so I can login to place a ticket for my other account. I need an agent to help me desperately. I’m highly dependent on my phone number and email for business & work and need help asap.

can an agent please message me?

any super helpful tips?

Re: Help with account

Dunkman — Sun, 07 Dec 2025 16:34:36 GMT

@Robertmelki

You will need to contact customer service agent:

Send a private message to CSA through the following link :

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

It will take 1-2 hours for CSA to respond. I will also try to escalate to CSA_PM (not sure if working on weekends).

Also, I will move your post from Lounge section to Get Support section for better visibility.

Re: Help with account

Dunkman — Sun, 07 Dec 2025 17:13:19 GMT

@Robertmelki

To add what I mentioned earlier, if your cell phone is indeed compromised, you should contact your various financial instituations/credit cards to hold your various accounts. Getting hold a cell phone numbers allows scammers to get into your account. Potential credit card charges, withdrawals from bank accounts, etc,

If you can access your hotmail account (email address associated with PM account), then you can get into your PM account via 2FA email code. Any workaround to get access to hotmail account.

Re: Help with account

CSA_PM — Mon, 08 Dec 2025 13:51:03 GMT

Thank you for the escalation! The customer is in contact with an agent.