Can't receive calls and text - going to another mobile phone

[Jadzia]

New to PM, activated my account 2 days ago with a new SIM and phone number.  Noticed could not receive calls and txt messages.  Friend sent txt messages that were going to another mobile phone.  Same thing when calling my new number.  Looks like my number is compromised, how can this be resolved? 

[computergeek541]

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@darlicious wrote:

@Jadzia  Just to check....the incoming calls and texts are going to an unknown phone number versus to your old sim card. If you put that back in your phone does it still work? Have you checked your old account /previous provider to see if it's still active? This would indicate a stuck or failed port. Contacting the moderators as suggested would help straighten this out. This only applies if you ported your number in from your previous provider.

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A porting isse wouldn't cause calls to go to a stranger.  The OP said that it's a new phone number.

[darlicious]

@Jadzia  Just to check....the incoming calls and texts are going to an unknown phone number versus to your old sim card. If you put that back in your phone does it still work? Have you checked your old account /previous provider to see if it's still active? This would indicate a stuck or failed port. Contacting the moderators as suggested would help straighten this out. This only applies if you ported your number in from your previous provider.

      If you chose a new number and this is happening....again contacting a moderator would be best to resolve the issue. You can try the suggestion of changing the phone number within your account. Keep in mind you will not have the option of choosing the last 4 digits available to you. You can only change your number once every 30 days. By attempting to change your number again it won't allow you to do it again until after your next renewal. If you intended to port in your previous number this would cause a delay and the need for moderator help. Best to wait for a moderator now to help you. Response times have been quick and you should not have to wait more than a couple of hours after 8am et for a response.

[computergeek541]

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@PatsyMcleod wrote:

Have you tried to take out you sim card and putting it back in as mine did the same thing when I switched phones just last week 

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Unfortunately, that wouldn't help with a situaiton with phone calls and text messages going to someone else.

[PatsyMcleod]

Have you tried to take out you sim card and putting it back in as mine did the same thing when I switched phones just last week 

[Staliger]

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@Jadzia wrote:

New to PM, activated my account 2 days ago with a new SIM and phone number.  Noticed could not receive calls and txt messages.  Friend sent txt messages that were going to another mobile phone.  Same thing when calling my new number.  Looks like my number is compromised, how can this be resolved? 

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@Jadzia Click the "?" in lower right side of the page, type "contact moderator", and follow directions OR send a message: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[ChuckYeah]

Best to contact @CS_Agent . If you chose a new number, you could try changing to another number. If you ported a number, it is possible your port failed.

To contact a moderator, create a support ticket:
Explain your issue to SIMON, seen below:

Use as few words as possible to allow the BOT to understand (e.g. no service, can't send texts, can't call out or no data).
Answer Simon's questions until you get here:

Spoiler

@CS_Agent will respond to your concern through the community's private messaging system, usually within 48 hours.
Watch for this indicator of a private message from a moderator.

Alternatively, you may send a private message to moderator through the following link :
Contact @Moderator_Team
About @Moderator_Team
Moderator Hours: Monday-Friday: 8AM- 12AM EST; Saturday & Sunday: 8AM-10PM EST

[computergeek541]

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@Jadzia wrote:

New to PM, activated my account 2 days ago with a new SIM and phone number.  Noticed could not receive calls and txt messages.  Friend sent txt messages that were going to another mobile phone.  Same thing when calling my new number.  Looks like my number is compromised, how can this be resolved? 

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Every once in a while, Public Mobile assigns a phone number by mistake to a customer when it is already in use. If that's what happened, you will need to change your phone number. That can be done from selfserve.publicmobile.ca.