No service

[lanlin]

My account is active yet my phone is now saying no service. I did get two messages regarding my new pin number which I never requested. Could someone have stolen my service? @CS 

[darlicious]

@lanlin 

Can you still log in? If your account pin # has changed I would temporarily remove your credit card and change the spelling of you name or change it all together. Ryan Reynolds is cute...Brad Pitt? This will prevent a fraudulent port.

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

[lanlin]

It's not blacklisted. Thanks for the advice.

[esjliv]

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@lanlin wrote:

Tried them all, not working. I am waiting for the cs agents to private message me.

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@lanlin  what does it say on your Self Serve account?

https://selfserve.publicmobile.ca/Overview/

In case this is a SIM Swap fraud issue, read this over: https://www.publicmobile.ca/en/on/get-help/articles/sim-swap-fraud

[darlicious]

@lanlin 

Hopefully I am totally off base but if I am not then you need to also check on your bank and crecit card accounts, email, PayPal, Amazon accounts etc....sim jacking is much less common since porting authorization texts were adopted industry wide but can still happen.

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

[hTideGnow]

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@lanlin wrote:

The message came in before I lost service

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HI @lanlin   any chance your credit card reversed you activation payment?  

[lanlin]

Tried them all, not working. I am waiting for the cs agents to private message me.

[darlicious]

@lanlin 

Yikes! That doesn't sound good. Log in and change your password immediately along with your security question and answer. Then check under change sim card and compare the last 4 digits of your sim card with the ones in your account. If they match great if not contact customer support immediately. You should not be recieving messages of an account pin # change if you haven't done so.

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

[lanlin]

The message came in before I lost service

[esjliv]

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@lanlin wrote:

My account is active yet my phone is now saying no service. I did get two messages regarding my new pin number which I never requested. Could someone have stolen my service? @CS 

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@lanlin  - that is odd.

Can you log into your self serve account and check the 4 digits listed under the Change Sim Card option under My Profile section?

Ensure they match the last 4 digits of your actual SIM card in your phone.

If they match GREAT, then try some below troubleshooting:

*turn off your phone, leave off for a few minutes, then reboot

*removing your SIM, then reinserting it

*go into airplane mode, then going back to regular mode

*reset network settings on your device

*Is your phone locked? Contact your previous provider to unlock it for you. You will need your imei number, dial *#06# to get it.

*Check if your phone is blacklisted here: https://www.devicecheck.ca/check-status-device-canada/

Test your SIM into another phone to see if it works.

If the SIM #'s don't match list your account lost/stolen, and report to Customer Support (CSA), methods here: https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Also check any other financials.

[BKNS27 · Accepted solution]

@lanlin 

How did the message come in? It does sound fishy to me.

Contact a CS_Agent right away by private messaging or by Chat.

[HALIMACS]

Check here @lanlin,  to see if device is blacklisted. 

https://www.devicecheck.ca/check-status-device-canada/