topic SIM issues in Get Support

SIM issues

Gabetrep1 — Tue, 14 Apr 2026 18:36:05 GMT

Hello I think I’m Going through a SIM cloning fraud here I was wondering if you guys can help me with this as soon as possible

Re: SIM issues

slusagm — Mon, 13 Apr 2026 15:20:12 GMT

what help do you need?

we are just customers here but we can advise what to do

usually you want to buy a new Public Mobile sim card ASAP. Buy it form Telus or Koodo or Mobile Klink in person. Then login My Account -> Profile and update the sim card. You might be sent an 2FA code and you cannot receive it. Click Didn't receive or Resend code and choose Send email to get the code via email

or if you cannot receive the code anywhere, ask PM to help. You need PM to sort it out. Since you cannot properly login, you won't be able to open the preferred Chatbot ticket. So, you will need to message them 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

and for your own safety after SIM cloning, make sure you immediately change password for your credit card, bank, email address, and even PM My Account

and for 2FA with bank and credit card and email, change to Authenticator app if there is such choice

Re: SIM issues

Dunkman — Mon, 13 Apr 2026 15:31:15 GMT

@Gabetrep1

Are you certain that you have been a victim of Sim swap fraud?

https://www.publicmobile.ca/en/get-help/articles/sim-swap-fraud

Here is some additional information. Let us know if you are indeed a victim.

Re: SIM issues

computergeek541 — Tue, 14 Apr 2026 18:35:12 GMT

@Gabetrep1 wrote:
Hello I think I’m Going through a SIM cloning fraud here I was wondering if you guys can help me with this as soon as possible

Is your service still working? If your Public Mobile service still works, it's extremely unlikely that your SIM card has been cloned. If at any time, your SIM card was connected to the Public Mobile network on two different devices at the same time or in two different locations at the same time, Public Mobile would have immediately suspended your services.