topic Help faster in Get Support

Help faster

0_o — Sat, 17 Jan 2026 00:25:30 GMT

Hi everyone,

I’m hoping someone here can help or escalate. My SIM is currently locked due to an unknown SIM PIN, and my service has been limited to emergency calls only since Wednesday evening.

I’ve been trying to complete the required ID verification through support, but I keep running into issues where the process either fails, times out, or asks for additional verification methods and then restarts. Because of this, I haven’t been able to complete verification and receive either a PUK or a SIM PIN reset.

I understand verification is necessary, but I seem to be stuck in a loop and don’t know how to move forward, especially while I have no active service.

If anyone has experienced this or knows how to get a moderator to step in and manually verify or escalate, I’d really appreciate the guidance. I’m just trying to restore service as quickly as possible.

Thank you to anyone that can help.

Re: Help faster

hairbag1 — Sat, 17 Jan 2026 00:35:31 GMT

@0_o

use this link to message Customer Support and ask to have your concern escalated to senior adviser...

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

Re: Help faster

slusagm — Sat, 17 Jan 2026 00:38:27 GMT

for sim card puk, PM can help, but you need to message there here

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

CS_Agent will reply to your community inbox between 9AM-10PM EST (Mon-Sun), check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Help faster

0_o — Sat, 17 Jan 2026 00:57:09 GMT

Thank you, I sent a message and waiting to hear back.🙏

Re: Help faster

hairbag1 — Sat, 17 Jan 2026 00:58:52 GMT

@0_o wrote:
Thank you, I sent a message and waiting to hear back.🙏

Keep us posted when you get it sorted out.

Re: Help faster

0_o — Sat, 17 Jan 2026 01:50:23 GMT

Thank you too! The information is helpful. I’ve already sent a message from a previous link and waiting to hear back. I hope to hear something before 10pm. That’s good news actually because I thought I read it was 8pm, and the agent I was communicating with the other day stopped responding at 7:55pm, and no communication from PM (Public Mobile) at all until the next morning after I was at work.

Hopefully they can help me complete verification and provide the PUK or reset the SIM PIN so I can restore service.

Re: Help faster

0_o — Sat, 17 Jan 2026 03:42:16 GMT

I heard back from someone right at the cut off of 10pm (idk where I got 8pm) and had my service restored! 🤩🙂‍↔️😌

You both were helpful but I will give the solution to hairbag since they were first.🤷‍♀️

Thank you both again. Hopefully I won’t be needing to contact customer service any time soon.

🕊️✨✌️