topic Re: Hacked and sim jacked in Get Support

Sim hijacking after online identity theft

Recovery11 — Fri, 06 Mar 2026 15:28:33 GMT

My public moble account has been compromised same with my email..I've been locked out. I need to recover my phone number immediately or report as lost or stolen potential. But can't Loss access to the phone files and folder. Please help 🙏 please please

Re: Sim hijacking after online identity theft

softech — Fri, 06 Mar 2026 06:38:30 GMT

@Recovery11

you will have to engage PM support by direct message. 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: Sim hijacking after online identity theft

golfball — Fri, 06 Mar 2026 06:49:11 GMT

Reach out to customer support. Tap the chat bubble in the corner to open the chatbot and type in "submit a ticket" then press "Contact Us" and follow the prompts. Once you've done this you will have to keep an eye on your inbox (either here on the forum or via email) for a response from a support agent.

Edit: Oops I was beaten to it, the method softech mentions is also available and doesn't require any additional logging in.

Re: Sim hijacking after online identity theft

Recovery11 — Tue, 10 Mar 2026 12:24:01 GMT

Can't get a support agent. Have proof or plan and ID. How to i speak with a representative.

Re: Hacked and sim jacked

Yummy — Mon, 09 Mar 2026 21:27:54 GMT

If you have account with PM open a ticket through chatbot and agent will contact you.

They will NOT contact you right away as there are many daily queries they have to sort out through. Just be patient...

Re: Hacked and sim jacked

Sansan — Mon, 09 Mar 2026 21:40:48 GMT

Did you send your message to the customer service agent as previously told to? You have to message them, then they will respond to your message. There is no phone number; no one will call you.

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

If you did, has no one responded yet? Did you check your inbox below?

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Hacked and sim jacked

Recovery11 — Mon, 09 Mar 2026 21:31:12 GMT

What is pm? My account has been hacked I cannot access it. Only verify my identity. I opened this account for support only, I can not login into my compermised account for support. How will they contact me?

Re: Hacked and sim jacked

slusagm — Mon, 09 Mar 2026 21:34:24 GMT

@Recovery11 PM is Public Mobile

You can message PM to open ticket

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: Sim hijacking after online identity theft

CSA_PM — Tue, 10 Mar 2026 12:38:24 GMT

Hello @Recovery11,

Your ticket has been picked up by an agent and you will receive a response as soon as possible.

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

Re: Sim hijacking after online identity theft

Recovery11 — Fri, 13 Mar 2026 13:30:29 GMT

I have, and it's absolutely a waste of my time.We are no further ahead than I was on day one. There must be a police protocol to retrieve your phone number.I have had this number for 8 years. And now the customer representative has stopped replying to the pm with no solution.

Re: Sim hijacking after online identity theft

Recovery11 — Fri, 13 Mar 2026 13:31:05 GMT

The representative who replied has stopped replying to me.Can you please have a new agent reach out to me through pm to result the issue??