topic Re: Stolen phone in Get Support

Stolen phone

Bahar2 — Thu, 07 May 2026 02:09:33 GMT

The phone with SIM card is stolen. We are at phone store to transfer the current number with Public to another provider. But to do the transfer, a security code is sent to the phone number. Since the phone is stolen, we cannot respond to the security code. Resolve the issue so that no security code is required, or alternate method to be able to transfer the number.

Re: Stolen phone

hTideGnow — Thu, 07 May 2026 02:12:22 GMT

hi @Bahar2

to port out a number, it is not a security code to send to your old phone (Public Mobile), but a Porting Authorization text, you need to reply Yes to approve the port.

This is an industry requirement, there is no shortcut to it. You need to buy a Public Mobile esim or physical sim card and update it on your account to resume PM service, so you can receive the text and reply

honest, it is easier to stay with PM. But if you choose to leave, please buy the new esim or physical sim

Re: Stolen phone

DTHK — Thu, 07 May 2026 04:28:39 GMT

Try chatting with public mobile agents and see if a manual port can be processed.

Re: Stolen phone

Bahar2 — Sun, 10 May 2026 18:41:42 GMT

Thanks for your reply.

We have already purchased a sim card, and have the sim card on a phone. the phone number works fine and we can text and call to it. However, we are trying to transfer this number to another provider, keeping the same number. TO complete the transfer, a text needs to be sent to the original phone number. But we are not receiving that security code.

We need to find a way to solve this ASAP. Do you know if we can contact someone through the phone? Otherwise, thank you very much for your help.

Re: Stolen phone

DTHK — Sun, 10 May 2026 19:18:39 GMT

public mobile only have agents to chat with and no number to call. You can try to call Telus customer service as public is part of Telus.
Immediate Actions to Fix Porting Text Issues

Restart Your Phone: Turn your phone off and on to force a network refresh.
Check for Confirmation Texts: Look for a text from your old carrier asking to approve the transfer. You must reply "YES" to this message within a specific timeframe (e.g., 90 minutes).
Toggle RCS/iMessage: If you use Android (RCS) or iPhone (iMessage), turn these features off and back on to re-register your number.
Reset Network Settings: Go to your settings and reset network settings to clear any old provider configuration.

Re: Stolen phone

hTideGnow — Sun, 10 May 2026 19:20:35 GMT

hi @Bahar2

i hope you didn't use the new sim card to setup a new account. The new sim card should be used to link with the old account you have with PM.

but anyway, check with PM support agent. You can still submit ticket by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage