No signal

[Garrison88]

It seems that my mobile phone was hacked. Someone changed my SIM card number, which led to I can't receive the signal for the service. I am looking for the solutions to this issue? Thanks,

[softech]

@Garrison88 it is strange that people hacked into your account,  made SIM change but didn't change your My Account login yet.

Did you made password change in time for further damages?  Change your other account password for Google or Apple, depends on your phone, and of course all your banking ones.

I agree with @esjliv that you can also open ticket with PM support and understand what happened and when was changed

[esjliv]

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@Garrison88 wrote:

It seems that my mobile phone was hacked. Someone changed my SIM card number, which led to I can't receive the signal for the service. I am looking for the solutions to this issue? Thanks,

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@Garrison88  - sorry to hear this!

Let the Customer Support Agents (CSA) know about this as well, submit a ticket here – to be directly connected to the Fraud Management Customer Support Agent (CSA) team who will be able to restore your original SIM card. 

Other helpful information to review for your situation :

https://www.publicmobile.ca/en/bc/get-help/articles/sim-swap-fraud

https://productioncommunity.publicmobile.ca/t5/Announcements/SIM-Swap-Fraud/m-p/650969

[hTideGnow · Accepted solution]

Hi @Garrison88 then  change password IMMEDIATELY.   Put the line on Lost Suspend 

Then get a new sim today and change it quick

And , for the email tied with PM My account, change Password as well

If possible, change your bank and credit card password as well

[darlicious]

@Garrison88 

Who has access to the the login info for your account? Access to your email? Change your email password and recovery phone number to a secure number temporarily. Check PayPal...a common source for hacked accounts.

To contact customer support : Submit a support ticket via SIMon the chat bot Click here 

Or if you cannot submit a ticket via SIMon then Click here   ....for additional member supplied info.

[dust2dust]

Then as above. The race is on. Log in to everything and change passwords starting here. Then financials. Then email accounts.

[darlicious]

@Garrison88 

Then immediately follow my advice.

To contact customer support : Submit a support ticket via SIMon the chat bot Click here 

Or if you cannot submit a ticket via SIMon then Click here   ....for additional member supplied info.

[Garrison88]

Yes, I can log in my account and compared the last 4 digits number of sim card. They are not the same one.

[hTideGnow]

Hi @Garrison88 So, did you try your SIM in another phone?

Try login to My Account first. If you can login, change password 

And if you can login, maybe it is just a faulty sim.  Open a ticket with CS agent and have them to check 

to open ticket with CS Agent:

at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

1. start by typing : Contact CS Agent
2. then Click "Contact Us"
3. then Click "Other"
4. finally Click "Click here to submit a ticket"
   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 CS Agent (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

If you cannot login to My Accout at all, message CS agent directly with the link right above 

[iliketotalk]

@Garrison88 you will need to open a ticket through Simon to speak to a customer service agent they will help you mention sim swap account hacked Click here 

[darlicious]

@Garrison88 

Can you still access your self serve account? If so login. Change your password and security question and answer. Then go to the plans or usage page and  click on lost/stolen. Suspend your service. Log out and contact your bank and credit card company and change your passwords on any financial accounts or put them on hold until you can get a new sim card asap.

To contact customer support : Submit a support ticket via SIMon the chat bot Click here 

Or if you cannot submit a ticket via SIMon then Click here   ....for additional member supplied info.

[dust2dust]

Did you login to your account and compare the last 4 digits of the sim card #? It could a different problem you're having.