I was just robbed (pickpocket)

[yueunlee]

Hello, I was robbed today, and I would like my IMEI code & have the device blacklisted please. I would also love to hear what usually goes on in situations from the public mobile side. I have done everything else I can I believe.

Would blacklisting the device cause issues when I purchase a new phone and move my esim? Not sure how this all works....

Thank you in advance.

[computergeek541]

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@softech wrote:

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@CSA_PM wrote:

‎11-03-2025 08:24 AM

Hello @ yueunlee,

I’m very sorry to hear about your situation. Unfortunately, Public Mobile is not able to blacklist a phone, as we do not sell devices. You may be able to request the blacklist directly from the phone’s manufacturer if you have proof of purchase.

To continue using your service, you can log in to your Public Mobile account from your new device and purchase a new eSIM to activate your line again.

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@CSA_PM 

that is not true.  What is understand is that PM has helped other customers to blacklist the phone.  

All carriers has the responsible and ability to blacklist a device as long as the device was last connected and used with that carrier.  There is really no reason PM cannot help that

Also, @computergeek541  has escalated the ticket to your team, I think your team should message them directly and not ask the OP to  message you 

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@CSA_PM 

I need to emphasize how incorrect the claim that Public Mobile can't assist isn't the correct information. Public Mobile absolutely is supposed to blacklist devices upon request after they've been lost or stolen.  This was setup in Canada that it's actually only the carrier that is being used that can be contacted by the subscriber to do this and Public Mobile is actually required to.  The seller of the phone isn't even relevant.  Saying that the phone can't be blacklisted because it was bought elsewhere go against the entire concept about this rule and ignores that customers may have bought the phone factory unlocked.  Even with factory unlocked, it's the carrier in Canada that must blacklist the device.

[hTideGnow]

hi @yueunlee 

thanks for dropping the note

glad PM finally admits they are helping with this. 

[yueunlee]

hello @hTideGnow they told me that they sent the request to blacklist to the support team!

Just requested to receive confirmation when that has been completed. Thank you so much for your help! It is greatly appreciated.

Have a great rest of your day.

[hTideGnow]

hi @yueunlee 

CSA just sent you a message, please reply them and please let us know if they help with blacklisting the phone

[CSA_PM]

Hello there.


I sent you a private message. 


You can view and reply to it by accessing this link: 


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

[yueunlee]

Hello! No, they did not help me blacklist the phone yet. @CSA_PM Are you able to help? Apple told me to reach out to my courier since you have access to IMEI and able to blacklist.

[hTideGnow]

HI @yueunlee did @CSA_PM  or @CS_Agent able to help you to blacklist the phone?

last time, another customer got the issue escalated to the manager @Ck_PM and then PM was able to help to blacklist the phone.

Can @Ck_PM confirm the blacklist process?

[softech]

@CSA_PM 

this was an example that you team helped to blacklist a phone.  Similarly, the customer was initially told that your team cannot help, but you replied moment later confirmed that you can help

https://productioncommunity.publicmobile.ca/t5/Get-Support/Customer-Support-Stolen-Phone-Transfer-se...

[softech]

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@CSA_PM wrote:

‎11-03-2025 08:24 AM

Hello @ yueunlee,

I’m very sorry to hear about your situation. Unfortunately, Public Mobile is not able to blacklist a phone, as we do not sell devices. You may be able to request the blacklist directly from the phone’s manufacturer if you have proof of purchase.

To continue using your service, you can log in to your Public Mobile account from your new device and purchase a new eSIM to activate your line again.

---

@CSA_PM 

that is not true.  What is understand is that PM has helped other customers to blacklist the phone.  

All carriers has the responsible and ability to blacklist a device as long as the device was last connected and used with that carrier.  There is really no reason PM cannot help that

Also, @computergeek541  has escalated the ticket to your team, I think your team should message them directly and not ask the OP to  message you 

[CSA_PM]

Hello @ yueunlee,

To continue using your service, you can log in to your Public Mobile account from your new device and purchase a new eSIM to activate your line again.

[CSA_PM]

Hello @yueunlee,

You can submit ticket by direct message:

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

A Customer Service Agent will reply to your community inbox here:

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

[softech]

@yueunlee 

eSIM cannot be moved, you need to rebuy a new eSIM.  So, blacklisting the stolen phone would not affect the rebuy of the new sim on your new device

After you got your new device, simply download the PM app on your new phone.  First Unsuspend your account as you have suspended it via "Report/Lost Stolen phone option".  Then go to Account page > Purchase Sim card > choose eSIM and follow the step to re-buy a new eSIM

[yueunlee]

Yes sorry - I meant get a new eSIM and transfer my phone number. That is how it works, right? Thank you, I was able to use the Report/Lost Stolen Phone option.

Thank you for your response! 

[computergeek541]

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@yueunlee wrote:

Hello, I was robbed today, and I would like my IMEI code & have the device blacklisted please. I would also love to hear what usually goes on in situations from the public mobile side. I have done everything else I can I believe.

Would blacklisting the device cause issues when I purchase a new phone and move my esim? Not sure how this all works....

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Sadly, you're not likely recover your device.  I have escalated this case so that Public Mobile will contact you in the morning so that they can add your stolen device to the national lost and stolen list.  There's no such thing as transferring an eSIM.  You'll need a new eSIM.  

First, log into your Public Mobile account and market it as stolen. This can be done by going to selfserve.publicmobile.ca.  To get into your account, you'll need to use the resend code/didn't get code button to the 2FA code sent to your e-mail address.  Once you have logged in, go to the Profile area and use the Report/Lost Stolen Phone option.  Please note that doing that doesn't actually blacklist your device.  It only makes it so that your Public Mobile service stops working on it.  To blacklist the device, you'll need to work with Public Mobile.

After you get a new phone device, you can resume service by attaching a new SIM card to your existing Public Mobile account.