Help

[Sarahmulder289]

Someone stolen my phone and then port out my number and now I have a new sim card and phone could I get back my same plan for free and my balance I had 

[softech]

@Sarahmulder289 

Do you use your phone for 2FA?  Any bank sites or sites that use your phone for 2FA, please stop 2FA using the phone now.  Just in case the person use that to access your banking or other sites.

also, do you use the same password on your My Account and other sites (email, banking, etc..) If so, go to those sites and change the password NOW.. change to a completely different password just in case.

[Anonymous]

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@Sarahmulder289 wrote:

I don't have money now do my phone cost 165 and sim card 10

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@Sarahmulder289 

you need to save your phone number contact to CSA, and just to you know for Reactivate 

Missed a payment? After your plan expires, all you need to do is top-up your balance to keep the current plan going. You have up to 90 days to make a payment and, after doing so, your payment cycle will restart and your service will resume.After 90 days of non-payment, your account will be permanently deactivated, which means you will:

• Lose access to your phone number, and won’t be able to transfer it to a new provider in the future.
• Need a new Public Mobile SIM card if you decide to activate a new Public Mobile account.

[Sarahmulder289]

I don't have money now do my phone cost 165 and sim card 10

[hairbag1]

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@Sarahmulder289 wrote:

Someone stolen my phone and then port out my number and now I have a new sim card and phone could I get back my same plan for free and my balance I had 

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Sounds like it might be easier to just start over with your new sim and start a whole new account. You'll also get a new phone number.

On the bright side...as this will be a new account...you can take advantage of the current data promo available only to new customer accounts.

[Anonymous]

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@Sarahmulder289 wrote:

I don't know my account number

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@Sarahmulder289 

Verify your identity (publicmobile.ca)

[Dunkman]

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@Sarahmulder289 wrote:

I don't know my account number

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@Sarahmulder289 

If you are having trouble submitting ticket, directly private message CSA:

Send a private message to CSA through the following link :

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

[Anonymous]

 @Sarahmulder289 : If you're certain of your self-serve login credentials and it's not working then yes the account got closed due to a port-out.

If you still have the welcome email from here when you activated then the account # is embedded in the To:.

[Dunkman]

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@Sarahmulder289 wrote:

I can't login in my phone was stolen 

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@Sarahmulder289 

As mentioned above, you will need to contact customer service agent (CSA).  See what they can do to help.  Expect a few hours wait for response. 

[Sarahmulder289]

I don't know my account number

[Anonymous]

@Sarahmulder289 

Lost or Stolen Phone (publicmobile.ca)

you need to Contact Customer Support Agent by CS_Agent, and Explain your issue to 
they can solve your issue, they are nice Service Team they will help you 100%.

Here’s How To Contact Customer Support Agent by CS_Agent,and Submit a Ticket,

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Support Agent by CS_Agent,Click Here link,to get started. Type,, Ticket ,, Click ,, Contact Us ,, Select your issue ,,
  Click here to submit a ticket↗↗.

• or you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,

• please include in your message,
  
• phone number,
• account number, 
• account 4 digit pin,
• Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
• During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
  • Monday to Sunday: 6 AM to 10 PM EST
  
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck....

[Sarahmulder289]

I can't login in my phone was stolen 

[Dunkman]

@Sarahmulder289 

What do you mean by somebody port your number?  Do you have access to your self service account?  Once you port out, your number is generally lost.  

[Sarahmulder289]

K I have got them 

[Anonymous]

 @Sarahmulder289 : That sucks. If they ported out the number then this account closed. All you can do is beg and plead with the CSA's to restore everything you had. I'm sure they will.

This is a problem with allowing IMEI for porting. It should only be account #.

[hairbag1 · Accepted solution]

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@Sarahmulder289 wrote:

Someone stolen my phone and then port out my number and now I have a new sim card and phone could I get back my same plan for free and my balance I had 

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If you start a conversation with CSA's, I reckon they could get enough info from you to cancel your old plan...then get you going again. Might not be able to easily get your old number if it's been returned to original network.

Top of this page click Get Help / Chat with Simon to start that process.

edit; https://www.publicmobile.ca/en/on/get-help/articles/get-support

[Quigley]

@Sarahmulder289 

You'll have to use the chat bubble at the page bottom right corner to get a ticket for help with that from a CSA.