Phone Number Changed By Itself??

[wisekal]

Hello,

This morning when I woke up my phone is displaying a different number than what is mine. I cannot make outgoing calls but I can text and it’s coming from a different number.

can anyone help me please?

[wisekal]

Just to update this topic, it was resolved. The issue was apparently from the Public Mobile side of things.

For whatever reason my account became associated with someone elses and I had their number all day.

Support tried for awhile before it was escallated and was resolved within about 24hrs.

Was a bit of a disappointment (and inconvenience) to be out of service for 24hrs, but at least it was resolved. Thank you.

[wisekal]

Thank you. Still in the process of trying to get the fix. Waiting on support 🙂 You guys were prompt and super helpful!

[softech · Accepted solution]

@wisekal   I hope it is not SIM fraud, can you even login your Self-Serve My Account to check?

And you called your number and your phone is not rinnging?

Yes, open ticket with PM Support;

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at: 

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply you there

[wisekal]

Hi,

No I haven’t recently moved to Public Mobile. We’ve been a client for quite some time. It is only my phone that was affected, not my other family members. Is there staff I can talk to about this? A tech team or customer support?

[softech]

@wisekal   

did you just join last month and requested porting?

if that was the case, you didn't completed the porting process.  The old provider will send you a text and you need to reply YES within 90 mins.   It could be that you didn't reply, and once the porting request not complete after a month, PM will have to cancel the request and assign you a new number

Please confirm if you did request porting and will try to advise further from here

[CountyDownIeUk]

Sim jacked?