No Service since December 04 2020-Urgent

[sadbeaver]

Hello experts there

My wife has been using publicmobile for more than a year without problem, untill yesterday when she cannot receive call or call out or send any msg. She is using iPhone6 and we can confirm that other non-publicmodule simcard works on her phone.

Could you please help us out? Resetting/Airmode-switching, everything tried and nothing works.

Since she does not have a community account, I'm using my account to raise this issue on behalf of her.

Please contact us via my number(since hers doesn't work now).

Any immediate help is much appreciated.

Regards

[Dunkman]

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@sadbeaver wrote:

Thanks

The account system shows a 4 digit as "9262", BUT the number on the back of her simcard has last 4 digit as "0724"...

Does it indicate the issue you mentioned? Hacked?

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Yes, her account was hacked.  Report your phone lost/stolen.

To report your phone  lost/stolen.  Login to your account.  Choose Plans and Add-ons tab. Then choose Lost/Stolen Phone tab.  The choose Suspend Service tab.  

Change the password to your self service account to something stronger.  Also check any online banking/financial accounts and change passwords, etc. 

Then contact moderator for help.  They might be able to restore your old SIM card.  Or you might need to purchase another SIM card and change yourself.

To contact moderator via 2 methods:

New Ticketing system - faster

Click on the question mark on the right lower corner of website to start ticketing process to contact moderator.  Type: SIM card swap. Follow the prompts to submit ticket.  

Send a private message to moderator through the following link :

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

[JK8 · Accepted solution]

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@sadbeaver wrote:

Thanks

The account system shows a 4 digit as "9262", BUT the number on the back of her simcard has last 4 digit as "0724"...

Does it indicate the issue you mentioned? Hacked?

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Edit: Choose Change Sim card in self service and check that number.

If different:
Yes. Put account in lost/stolen mode. Change self service password. Check and secure all your money related accounts and change passwords. I would change passwords on email, etc. accounts too. Then contact a moderator.

Contact a moderator.

• 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 the Moderator Team. Click here to get started.
• Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

[sadbeaver]

Thanks

The account system shows a 4 digit as "9262", BUT the number on the back of her simcard has last 4 digit as "0724"...

Does it indicate the issue you mentioned? Hacked?

[Dunkman]

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@sadbeaver wrote:

Thanks for the quick reply.

Could you let me know how to find the simcard digit number in the account system? 

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@sadbeaver 

Go to the option to change SIM cards.  Then it will show the last 4 digits of your SIM card.

[sadbeaver]

Thanks for the quick reply.

Could you let me know how to find the simcard digit number in the account system? 

[geopublic]

@sadbeaver  Was her plan up for renewal? Call 611 from her device is here account active? If not, maybe Auto-Pay failed you need too submit a ticket and make a manual payment or purchase a voucher to get her up and going again.

[will13am]

@sadbeaver , a single community account can be used to look after many self serve accounts.  Postings in the community are to engage other community members to assist with issues that are not account related.  For account related issues, you need to engage the moderator team by clicking on the chat symbol on the lower right corner and initiating a support ticket.  

[Dunkman]

@sadbeaver 

In her self service account, is her account status active or suspended? 

Can you check the last 4 digits of her SIM card in her self service account against the actual SIM card?  There have been several SIM hijacking episodes recently.  If the same, then no issues with this issue.