Sim Card Not Provisioned-Longtime Existing Customer

[PublicIsStupid]

My son's phone number which he has been a long-time customer with this sim card suddenly showed "sim not provisioned." Discovered after switching it in phones, turning off and on etc. Finally we checked the sim card number on the account page. The sim on his account did not match the sim card in his phone that he had been using for YEARS without a problem. I read on another thread that this is an indicator of fraud, so we changed his password and deactivated the phone as well as turned off automatic billing, but how do we get the phone working again? We tried to change his phone number and it won't let us do that either. Do we have to order a new sim card? It won't let him switch his account back to his original sim. Just shows him an error and kicks him out of his account. On no place on your 611 or on the chat bot can you talk to a real person. What NOW????? We are definitely leaving (his and me) if this can't be resolved immediately.

[Nezgar]

Based on accounts from previous customers who have had their SIM swapped - the moderators have been able to reinstate the original SIM without having to go buy a new one. Hopefully they are able to accommodate this for you as well.

Also, PayPal seems to be the primary targeted service when this happens. (So that the fraudster can receive the verification text when changing the PayPal password)

[varunkalra13]

Hi,

You can reach out to the mod team, via a private message. 

You can post a private message to the mod team by sending a message to the following user name:

"Moderator_Team".

They usually reply within a few minutes, or almost always within 1 hour.

[Jb456]

@PublicIsStupid 

Don't try changing number as he will loose the number. You should also have your son go through his financials, social Media , email etc and change passwords. He's been sim jacked. Anything attached to his phone number needs to be secured.

You have two options.

1 open a ticket for moderators to investigate. They have a way to bring the account back to the sim card your son has.

 

Or private message them at link below.

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

2.  Go out and buy a new sim card at a Walmart or if you have London drugs in your area. DO NOT ACTIVATE THE CARD.

log into the account and click change sim card. Green arrow on picture below.