Customer Support, Stolen Phone, Transfer services to a new phone.

[vbond]

My phone was stolen, and I created a ticket to blacklist the IMEI and get instructions on how to transfer service to a new phone. There has been no reply after 3 days. Does customer service exist in any form? What are the steps to get service on my new phone? I temporarily turned the service off and purchased a new SIM card. What is the next step?

[vbond]

Thank you for trying to help — I really appreciate it.

That said, I’m not quite sure what is meant by “keep insisting until Public Mobile blacklists your lost/stolen device” or how that’s supposed to be actionable. I’ve already spent a significant amount of time trying to get a clear yes or no from Public Mobile.

I was under the impression that even though Public Mobile is a lower-cost carrier, it’s still a paid-for service and therefore owes basic accountability and transparency to its customers.

If this doesn’t get resolved here, I believe my only remaining option is to file a formal complaint with the CCTS. I’ve documented all of my interactions over the past week, including the removal of the CSA_PM message where it was originally stated that Public Mobile cannot blacklist phones not purchased from them.

I’ll be asking the CCTS to review both the public thread and private messages to determine whether Public Mobile is being transparent in its policies and whether the unclear and contradictory customer service responses on this important security issue are acceptable under industry standards.

I’ll update here with what comes next.

[computergeek541]

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@vbond wrote:

CSA_PM, weren’t you the one who initially mentioned in the public chat that Public Mobile does not blacklist phones? I’m now dealing with multiple agents who seem to misunderstand the question or pass it along without providing a clear answer.

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The CSA_PM account can be staffed by different people at different times.  Public Mobile has since removed the message in this thread that had CSA_PM saying that they can't blacklist phones not purchased from them.

In comes down to this:  There is no reason for Public Mobile not to perform this action for you.  The argument that they can't do it because they didn't sell the phone isn't even logical as it's not the sellers of phones who submit the requests on behalf of customers to do this;  it's the carrier that the customer who is using the device who does it.  Furthermore, with the a few exceptions, Public Mobile hasn't sold cell phones.  This also ignores that many people have purchased phones indenpendently of carriers.  Customers who lose or have phones stolen from them don't contact Staples or Best Buy (as examples)  to bllacklist devices. 

Some customers suport agents have even incorrectly advised customers that they can't get a Telus-locked phone unlocked to use at another carrier using the same reasoning that Public Mobile didn't sell it.  That was even though it's corporate policy for Public Mobile to do it for all Telus, Koodo, and Public Mobile locked devices upon request.

Keep insisting until Public Mobile blacklists your lost/stolen device.  I apologize on behalf of Public Mobile (even though I don't work for them) as it shouldn't be this difficult for you to get this request completed.

[vbond]

CSA_PM, weren’t you the one who initially mentioned in the public chat that Public Mobile does not blacklist phones? I’m now dealing with multiple agents who seem to misunderstand the question or pass it along without providing a clear answer.
I was contacted via private message by CS_Agents who introduced themselves as Vlad and another as Raluca, but neither has directly addressed the question and request they were asked. Here is the communication I received from Raluca on this matter:

On Monday, Raluca said: “I submitted the form to blacklist your device; however, it will take up to 72 business hours to be added to the list.”
I replied: “Hi, will I get confirmation that my device has been successfully blacklisted?”
Raluca responded: “Thank you for getting back to us. My name is Raluca, and it will be my pleasure to continue helping you today. I will help you with your request. However, I received a notification from our support team that the device cannot be blacklisted because the phone was not bought from us.”

As a Public Mobile representative, can you please clearly state the official Public Mobile policy regarding blacklisting stolen phones—specifically, whether Public Mobile will process blacklist requests for devices that were either purchased from Public Mobile or not purchased from Public Mobile, and if yes, what is the process? I would appreciate your effort to clarify this here to spare me from having to seek answers from the CRTC or CCTS due to conflicting responses I’ve received. Thank you,

[computergeek541]

A phone being purchased from the carrier has never been a requirement for the carrier to add the IMEI of a device to the national blacklist of lost and stolen devices.  Such as a policy would contradict the entire purpose of the database to discourage use and resale of stolen devices.  I'm disappointed in the pushback, not once, but multiple times, that has been given to this customer.  This is a simple request that should have been taken care of upon the first attempt.

[CSA_PM]

Hello @ vbond,

You can reply to the conversation where you were informed that it would be blacklisted within 72 hours, and the agent will check if it has been blacklisted or not.

[hTideGnow]

hi @vbond 

this  is confusing.  I still believe PM will and should help to blacklist a phone.  Maybe @Ck_PM , @CSA_PM @CS_Agent can discuss and let us know their final stance on this topic?

[vbond]

I received a message from Customer service agent that Public Mobile will blacklist my device: "I submitted the form to blacklist your device; however, it will take up to 72 business hours to be added to the list." I replied back requesting confirmation once it was blacklisted. Shortly after, I received another message from the agent: "However, I received a notification from our support team that the device cannot be blacklisted because the phone was not bought from us."

Could you please confirm if this is Public Mobile’s final position on this matter? As per the CWTA guidelines and DeviceCheck.ca, all participating carriers are required to add a stolen device to the national blacklist when a customer submits a valid request, regardless of where the device was purchased.

[CSA_PM]

Thank you for the escalation!

A ticket has already been opened and will be handled by an agent as soon as possible.

[hTideGnow]

hi @vbond 

use the direct link to update the sim and see if you can complete the process 

[vbond]

When I log in to my account, I am unable to modify my SIM card because my service is currently suspended—the pencil icon for editing is frozen.  However, when I use the direct link you provided:
https://myaccount.publicmobile.ca/en/account/profile/change-sim-number
I am able to access the SIM card change page even with a suspended service. I was about to click Save after entering my new SIM card number but decided to confirm this with you first.

Could you please clarify: should I reactivate my service first per your instructions, which could expose security risks (stolen phone accessing reactivated services for the time SIM card changed), and then change the SIM card? OR should I change the SIM card using the direct link https://myaccount.publicmobile.ca/en/account/profile/change-sim-number while my service is still suspended and then re-activate the service. The last seems like a better solution since it should cancel the stolen SIM card and prevent the phone from accessing the reactivated service.

The concern of reactivating the service while the phone is stolen and has not been blacklisted in order to move to a new SIM card and phone was the reason why I created this ticket, with my concerns not yet addressed by customer service since I created the ticket 5 days ago.

[hTideGnow]

hi @vbond 

ask agent to escalate, sometimes some junior staff does not know everything 

and maybe one of the Oracles cam help??

[vbond]

My phone was in service with public mobile when it was stolen, that is why I created a ticket to blacklist it. Is this a  scenario you mentioned, or something else? Please confirm. 

[BKNS27]

@vbond 

Best to reply to the last message and ask for it to be expedited. 
I didn’t run to this problem with an agent. 
I know that an CS_Agent pops into this public Community lately but hopefully they can see your request. I know they work from 9:00am to 10:00pm EST.

[vbond]

Thank you for reply. I provided IMEI number and details about the stolen phone in the submitted ticket. So far, I got Customer support agent CSA_PM saying Public mobile will not do it, Oracle computergeek541 disagreeing with CSA_PM, and you stating Public mobile will help me. I don't see how it is actionable in any away. Do I create another ticket, or still wait for somebody to act on it? 

[Rastin]

What problem are you having that you need help from PM? Tell us and maybe we an help you in some way.

[hTideGnow]

hi @vbond they will help to blacklist the phone but only if the phone was last used on Om network with an active PM account 

[vbond]

Thank you for reply. We are talking about days not hours. Original ticket is not replied within 3 days (created on Tue), then when escalated by community member, agent replied on Friday with request to provide verification, no reference to the ticket number or the questions. It was more then one day since I provided verification to the agent. It's not not few hours, and not even few days. My phone was stolen and it's been 5 days since I created the ticket, with the agent private messaging me after 3 days to verify account and now not replying on day 5 after provided with requested information. Patience? 

[vbond]

I don’t see the statement “Public Mobile cannot blacklist a phone because we do not sell phones” in the private message from CSA_PM.   Is there an official way to confirm whether Public Mobile can blacklist a stolen phone’s IMEI per customer request and if so what is procedure?   I included the IMEI in my ticket and asked for it to be blacklisted. CSA_PM sent me a private message on Fri asking for account verification, which I provided, but I am still waiting for a reply to my ticket.

[BKNS27]

@vbond 

The CS_Agent (customer service agent) normally reply in your inbox with a few hours depending on how busy they are. Patience is key with dealing with an agent.

[hTideGnow]

hi @vbond

yes , PM support agent will help to blacklist a phone.  But the best way to blacklist it is via Apple or Google to lock the phone so it cannot activate again

and CSA_PM or CS_agent are just shared mailbox.  No specific agent dedicate to a ticket. Anyone who see the ticket will help, this ensures faster response 

I know no one reply yet after your initiate replym. I would go back and reply the message again and push for an update 

[vbond]

Is there a way to confirm if Public Mobile is supposed to blacklist a stolen phone’s IMEI when requested by the customer? I provided the requested details but haven’t received a clear response yet.

I don't see this message: "@CSA_PM wrote: Hello @ vbond, If you bought a new SIM card, I can help you activate it. Unfortunately, Public Mobile cannot blacklist a phone because we do not sell phones."

CSA_PM is not responding to my messages in https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage 

[Dunkman]

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@vbond wrote:

I have created another ticket - after 2 days silence on original ticket, no reply so far to any. Someone named CSA_PM asked for credentials to secure my account, but it seems they may not have read my questions and not following on my ticket directly. I replied with the requested information, but I have not heard back for several days

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@vbond 

CSA_PM  is a dedicated customer service agent who is suppose to prioritize certain customer problems.  However, this role is not active over weekend. It is possible since CSA_PM took over your case, that your original ticket was either deleted or suspended. 

If you answered their question already, they likely will respond tomorrow Monday.  I think that they are based overseas so Monday is not a holiday for them.  

Since you submitted another ticket, maybe the regular CSA will respond today sometime.  I will try to escalate back to CSA_PM, but likely no response until tomorrow morning. 

[hTideGnow]

hi @vbond the CSA_PM was the correct person

you have to answer them back first before they will provide help 

[vbond]

I have created another ticket - after 2 days silence on original ticket, no reply so far to any. Someone named CSA_PM asked for credentials to secure my account, but it seems they may not have read my questions and not following on my ticket directly. I replied with the requested information, but I have not heard back for several days

[hTideGnow]

hi @vbond did you check the community inbox?

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

if still no reply, message them again 

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

[vbond]

I created a ticket 5 days ago. No direct reply to the ticket. Is this normal?

[vbond]

I created ticket #5790004-464 on July 29, 2025, at 11:12 (almost 4 days ago). I noticed you sent me a private message requesting my credentials to access my account. Could you please confirm if you are the person assigned to follow up on this ticket? Additionally, will Public Mobile blacklist the IMEI, and if so, when can I expect this to be completed? Thank you for your assistance.

[computergeek541]

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@CSA_PM wrote:

Hello @ vbond,

If you bought a new SIM card, I can help you activate it. Unfortunately, Public Mobile cannot blacklist a phone because we do not sell phones.

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I do not believe the above is correct.  It's not the phone sellers who blacklist phones, but rather the carriers.  In Canada, the setup is such that any carrier, including Public Mobile, is supposed to blacklist a device upon request by the legal owner that has been lost or stolen.  While some carriers have some rules about how the IMEI had to been active on the network recently and some might ask for some type of proof of ownership, Public Mobile being a brand of Telus absolutely should be providing this service.  Carriers can do this in Canada regardless of the original place or purchase and regardless of the original carrier of the device.

[CSA_PM]

Hello @ vbond,

If you bought a new SIM card, I can help you activate it. 

I sent you a private message. You can view and reply to it by accessing this link: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage 

[softech]

@vbond 

For the blacklisting, I have escalated your issue with Support team on behalf.  They will reply tomorrow morning, please monitor your Community inbox
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

For transferring service to new phone:

If you have not done so, you might want to first supsend your service first until you got a replacement sim card:

Login to My Account,  go to Profile page,  click Report Lost/Stolen Phone and click Put my service on hold 
(or use this direct link: https://myaccount.publicmobile.ca/en/account/profile/lost-or-stolen-phone)

If you are unable to login as you don't have a phone to receive the 2FA code: On the screen it is expecting you to enter the code, click Didn't get the code? or  Resend code and then choose Send email

Then you can get a Public Mobile sim card or eSIM for the new phone:

To get a physical sim, buy the Public Mobile sim from

• Amazon.ca:  https://www.amazon.ca/gp/product/B06X9ZGDWG/   (Best and Quickest option, Free Prime next day shipping)
• local Telus/Koodo/Mobile Klinik stores: https://www.publicmobile.ca/en/pick-up-SIM (call ahead to confirm availability ) 
• Via your My Account: https://www.publicmobile.ca/sim-card   or via PM app's Account page(Delivery could take anywhere from 5 days to 3 weeks)

Once you got the sim card,  you can update the sim card number from either the PM app or My Account via the browser (After login, remember to resume service first if you have used Lost/Stolen to suspend the service earlier.):

If you are updating via Public Mobile app

login and go to Account page
(If you are unable to login as you don't have a phone to receive the 2FA code: On the screen it is expecting you to enter the code, click Didn't get the code? or  Resend code and then choose Send email) 
click Change your Sim card and update your sim card number there

To update it from My Account via the browser:

login My Account to request Change Sim card
(If you are unable to login as you don't have a phone to receive the 2FA code: On the screen it is expecting you to enter the code, click Didn't get the code? or  Resend code and then choose Send email) 

Go to Profile page, click on the Pencil besides the sim card number, follow the steps to enter the new sim card number and complete the change sim card request
(or direct link: https://myaccount.publicmobile.ca/en/account/profile/change-sim-number  ) 

After the sim card is updated, wait 5 mins, then reboot your phone and it should be good
(PM Lost/Stolen Reference page: https://www.publicmobile.ca/en/get-help/articles/lost-or-stolen-phone)

To get a eSIM,:

download the app on your new phone and login.  If you have problem with receiving 2FA code, click "Didn't Receive code" or "Resend code" and choose either Send email or Send voice message

Once logged in, Click Account from the bottom, then click Purchase SIM Card and select eSIM. 

Once it confirms your phone is eSIM compatible, click Pay $  and Install (the system will check and apply a $5 credit to bring the total price back to $0 at checkout), and follow the prompt to complete and purchase and install eSIM on your device
(in rare case that PM charges you for the replacement esim, you can submit a ticket with PM support and ask them for reimbursement)

Not sure if you lost the phone, if so,  use the FindMy service to locate the phone and try a remote wipe

Apple: https://www.apple.com/ca/icloud/find-my/
                 (how to use: https://www.pcmag.com/how-to/find-a-lost-iphone)
Google: https://myaccount.google.com/find-your-phone
Samsung: https://findmymobile.samsung.com/
               (how to use: https://www.pcmag.com/how-to/how-to-find-a-lost-android-phone)