topic Stolen Phone SIM Nightmare in Get Support

Stolen Phone SIM Nightmare

Laur16 — Sat, 03 Jan 2026 19:33:21 GMT

Phone was stolen, bought new phone and sim. Went to change SIM card on my app and it requires 2 step confirmation which texts my cell number that I won't have access to until my SIM is activated. I was told to press the 'resend code' 4 times and it would send an email to my email address instead... Tried it 20 times, won't work. What do I do? This is the worst customer service experience I've ever had.

Re: Stolen Phone SIM Nightmare

softech — Sat, 03 Jan 2026 20:04:30 GMT

@Laur16

you will just need to engage CS agent by direct message and they will update the sim card number for you

Private message CS Agent at:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there

Re: Stolen Phone SIM Nightmare

Laur16 — Sat, 03 Jan 2026 20:31:37 GMT

I did - no reply.

Re: Stolen Phone SIM Nightmare

Dunkman — Sat, 03 Jan 2026 21:08:53 GMT

@Laur16 wrote:
I did - no reply.

@Laur16

Reply times are slower on weekends. Keep checking your private message inbox. May take several hours or even one day.