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Lost phone in BC floods

Simerjit9
Great Neighbour / Super Voisin

Hi, my fathers phone was left behind at our flooded home, can you please help me find a way to get his new sim card working, he does not remember the email he used to activate the phone number. Can some admin dm me ? 

thanks 

14 REPLIES 14

@CountyDownIeUk 

It's #2 that's the end all to be all ++info not listed in that regard.

@Simerjit9 

@darlicious 

 

That could be a tough go for 3 from your list. No doubt some people sign up and have auto pay with no glitches and never look at their account as that is where @Simerjit9  would easily find the answers. 

 

@Simerjit9 

Open a ticket mail direct to here

 

Or try what I said earlier.  

@Simerjit9 

 

Is it possible to jot down all of his email addresses?

Then try the lost password with each one of them?

Do you have a new SIM card? If not PM me. 

@darlicious  No worry, not going to open ticket with Jade to complain 🤣

@Luddite 

Lol...doesnt seem like this one is solved yet! Just contacting customer support doesn't solve everything. Sometimes you have to tell them how to resolve it.

 

@hTideGnow 

No offense!😃


@darlicious wrote:

 

That's ridiculous....who told you that?


 

Maybe we need to tag Jade again?

 

@Simerjit9 

That's ridiculous....who told you that? Here's what you need....most importantly you need to know the credit card info on the account. Private message me if you want exact details.

 

Spoiler

Send a private message...   Contact the CSA's (formerly moderators) by sending a private message and leave a detailed message explaining your issue and the info to verify your account by including the following information:  

 

  1. Full name and address on pm account. ( Or province and postal code for newer accounts.)
  2. Email, phone # and pin #.

 

If  you cannot remember your pin # include at least three ( if they apply)of the following:

 

  1.  Date of birth (n/a on newer accounts.)
  2. Last payment, date, amount, type and last 4 digits.
  3. Alternate phone number if any.
  4. Security question and answer.
  5. Plan amount, any add ons or promos on account.
  6. Last 4 digits of sim card.
  7. Any rewards in your account.
  8. Autopay y/n?
  9. Account #.
  10. Frequently called/texted phone numbers in the last 30 days.  

 

The average wait time is 2 to 4 hours but be prepared to wait up to 48 hours for non urgent requests. Current wait times are about one hour and are probably even less as I have had some very quick responses in tne past week.

 

Keep an eye on your private message box the envelope icon next to your avatar for a little number to pop indicating a message from the CSA's (formerly moderators.) Responding promptly will speed up service times.

 

 Do not post any of this info in the community only in your private messages when communicating or contacting the CSA/Moderator_Team.

 

  To send a private message to the CSA's (formerly moderators) click below
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437


@Simerjit9 wrote:

Just an update: To date, the phone is still under water and Im told I must have the email my dad used to register the account. 

 


Did you open a ticket with PM using Chatbot and start with "Forgot Login Information" as I advised above?   You don't need to remember the email used and PM can still reset the credentials for you.  However, you do need to able to answer some security questions, like Date of birth , Last payment date and amount , Autopay enabled or not, Frequently called number , etc

 

If you already opened a ticket and the agent was not helpful, I suggest you to open another ticket and hope a new agent will be able to assist

@Simerjit9...sounds like it's gonna be quicker to just get a new sim and start a new account. You'll need a new phone of course too.

When creating the new account...make note of all info this time. email, PIN's and everything is important.

Perhaps insurance can pay for it later...dunno.

edit...keep all receipts etc.

Simerjit9
Great Neighbour / Super Voisin

Just an update: To date, the phone is still under water and Im told I must have the email my dad used to register the account. Iv had no luck finding this email that some phone shop rep probably got him set up under. This whole issue has made matters much worse. 

 

Anonymous
Not applicable

@Simerjit9 

get a New SIM card is better for you and fast way

from any Retail store or gas station near you and you buy it right away,

 

Where To Buy A SIM card,

You can purchase a Public Mobile SIM card at a variety of retail locations. Click Here link 

to open our store locator and find the closest retailer to you.

 

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

and them only will do SIM Swap and change email and reset password,

 

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

Spoiler
  • 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 4 digit pin,

 

  • 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
    • Note: For public mobile No Support by phone call or Email.. only by CS_Agentprivate message..

    Check your private message inbox (click on the envelope top right of your screen)

         Good Luck...

@Simerjit9 

Your dad may have trouble verifying without his phone when using Simple--Simon. If so send a private message. You can also have the CSA perform the sim swap for you by answering a couple of additional questions to verify account ownership.

 

Stay Safe and our thoughts are with you in your family's time of need.

 

Send a private message...   Contact the CSA's (formerly moderators) by sending a private message and leave a detailed message explaining your issue and the info to verify your account by including the following information:  

 

  1. Full name and address on pm account. ( Or province and postal code for newer accounts.)
  2. Email, phone # and pin #.

 

If  you cannot remember your pin # include at least three ( if they apply)of the following:

 

  1.  Date of birth (n/a on newer accounts.)
  2. Last payment, date, amount, type and last 4 digits.
  3. Alternate phone number if any.
  4. Security question and answer.
  5. Plan amount, any add ons or promos on account.
  6. Last 4 digits of sim card.
  7. Any rewards in your account.
  8. Autopay y/n?
  9. Account #.
  10. Frequently called/texted phone numbers in the last 30 days.  

 

The average wait time is 2 to 4 hours but be prepared to wait up to 48 hours for non urgent requests. Current wait times are about one hour and are probably even less as I have had some very quick responses in tne past week.

 

Keep an eye on your private message box the envelope icon next to your avatar for a little number to pop indicating a message from the CSA's (formerly moderators.) Responding promptly will speed up service times.

 

 Do not post any of this info in the community only in your private messages when communicating or contacting the CSA/Moderator_Team.

 

  To send a private message to the CSA's (formerly moderators) click below
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

hTideGnow
Mayor / Maire

@Simerjit9   you will likely have to open a ticket with PM to get your access to My Account back.

To restore your account credentials:

Spoiler

open a ticket with PM support, click on the Bubble on the lower right or directly at : https://publicmobile.ca/chatbot.
Follow these these to get to ticket open page quicker:

 

  1. type: Forgot log in information
    2. Click "Contact Us"
    3. Click "Click here to submit a ticket"
    4. 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

 

Once you have the access, also try to get a new SIM and new phone from mobile stores.

 

When you get both SIM and phone, you will then logon to My Account to request Change SIM and make sure slect use Email for the 2FA

 


@Simerjit9 wrote:

Hi, my fathers phone was left behind at our flooded home, can you please help me find a way to get his new sim card working, he does not remember the email he used to activate the phone number. Can some admin dm me ? 


A Public Mobile customer support agent is very unlikely to contact you unless you first contact them.  To do that, you'll need to open a ticket by going to: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Need Help? Let's chat.