Lost Phone - How to black list the device

[praveen_chandra]

My cell phone was stolen yesterday. I would like to black list the IMEI number. How do we do that?

Thank you,

Praveen

[Korth]

@praveen_chandra 

I advise changing your password when you login to Self-Serve. Change all your passwords to anything you may have logged into from the phone itself - your email(s), banking, billing, paypal, social media, even this community site. ASAP.

If those passwords were ever used on the device then they could still be stored there. If a thief with your phone number changes them then you could basically be locked out of all your things with no way (online) to recover your own identity.

[darlicious]

@praveen_chandra 

Well that sucks! As mentioned suspend your services via lost/stolen in your self serve account. You can still access your voicemail by calling your phone number and pressing "*" once it connects to your voicemail. Then enter you 4 digit voicemail pin#.

To have your phone blacklisted first file an online police report about your stolen device. Note the file # and contact customer support to blacklist your device. It will take up to 72 hours to appear on the list. If you happen to recover your device you can then contact customer support again to have it removed.

Once you are able to acquire a new unactivated sim card and a replacement device you can perform a sim swap using your email 2FA or contact customer support to do this for you. You can then resume your service as before. If it remains suspended past your renewal date you will have to pay first to reactivate your service and start a new 30 day cycle. You will have to contact customer support to have them apply your rewards manually from your previous 30 day cycle.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[softech]

@Meow   I think GPS can be off the location won't be as precise.    It will just try to locate via Mobile data or Wifi if GPS is off

Yes, you will be giving away some info.  So, pick a brand you have confidence with.  I know, we don't have many choice, pretty much just Google or Apple as there are only 2 main OS.  

[Meow]

---

@softech wrote:

@Meow   Luckily, I never lost my phone and don't need to use it to remote lock or wipe the phone (knock knock)

but for testing, I did use it to locate my phone (which i know where it is) , the location showing was correct.  I did a remote ring the phone and it works.  So, I don't see any issue.  It is very handy if you misplaced your phone at home and you want to ring it to find it.

What is your concern with those?  I suggest to set it up , test it like what I did.  You never know, when the time comes, it could be handy

---

Thank you very much for feedback! Really appreciate it.

My concern is giving away too much personal data. My location, most likely info abut my phone, provider's name, etc.

And in order to find it, does GPS has to be on or Samsung gets location from network?

[praveen_chandra]

Yes, It was a samsung phone and I tried https://findmymobile.samsung.com/ to locate it. Thief immediately turned off the phone after stealing it. All of find my phone service depends on the phone to be connected on the network.

It was pickpocketed so I have no hope of getting it back. 

[softech]

@Meow   Luckily, I never lost my phone and don't need to use it to remote lock or wipe the phone (knock knock)

but for testing, I did use it to locate my phone (which i know where it is) , the location showing was correct.  I did a remote ring the phone and it works.  So, I don't see any issue.  It is very handy if you misplaced your phone at home and you want to ring it to find it.

What is your concern with those?  I suggest to set it up , test it like what I did.  You never know, when the time comes, it could be handy

[Meow]

---

@softech wrote:

@praveen_chandra   did you try the different FindMyPhone service to try to locate your phone or do a remote wipe?

Apple: https://www.apple.com/ca/icloud/find-my/

Google: https://myaccount.google.com/find-your-phone

Samsung: https://findmymobile.samsung.com/

---

@softechdid you actually ever used one of these services (Android particularly)?

I am kind of hesitant to try it but would like to hear other's experience.

[softech]

@praveen_chandra   did you try the different FindMyPhone service to try to locate your phone or do a remote wipe?

Apple: https://www.apple.com/ca/icloud/find-my/

Google: https://myaccount.google.com/find-your-phone

Samsung: https://findmymobile.samsung.com/

[BeachNBeer]

@praveen_chandra  Well if you know it's gone for good you should suspend your account first to block the sim card until you get a new sim n phone. Log into your account click plans and add-ons then lost/stolen.

As for blacklisting your IMEI number. Ask support if they can do that. Not sure as this is a prepaid service but they'll tell you.

Have you tried find my iPhone/ find my device to try and locate the phone? Did you try calling it? As once you either mark phone as lost/stolen to block sim or if support can blacklist phone then it's gone for good and all services would be **bleep** down.

Contact customer service agents. 

Open a ticket via: 

https://widget.telus.tiia.ai/publicmobile/publicmobile.html (faster response time) 

Type "ticket" > Click "Contact Us" > Select your issue > "Click here to submit a ticket↗" 

or send a private message to: 

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

and describe your issue. Include your name,phone #, account #, Email address,4-digit PIN to speed up authentication process.

[hTideGnow · Accepted solution]

HI @praveen_chandra   

first, login to My Account and put your phone to Lost/Stolen so at least they cannot use the phone or the SIM

Then I would open ticket with PM Support and ask for their assistance:

open a ticket with PM Support. Click on the Bubble or directly at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

1. type: Contact CS Agent
2. Click "Contact Us"
3. Click "Other"
4. Click "Click here to submit a ticket"
5. you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the moderators (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437