Sudden change in phone #

[karim_J]

I just received a text informing me that my phone number has been changed. What is this? I want to go back to my previous phone. This is a big headache for me. PLease let me know how to correct the issue. 

[karim_J]

Same sim #s

[karim_J]

Thanks a lot for your help. Waiting to hear from them. 

[esjliv]

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@karim_J wrote:

The new number is listed under under My account 

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@karim_J - this seems like a failed port, OR your number was provided to someone else. I know I know, how could this happen...Well, it wouldn't really surprise me, but it shouldn't happen.

Can you check one thing before submitting a ticket to customer support to inquire about this...your SIM card number on your My Account and compare it to the number that is actually on your SIM card in your phone. If it doesn't match, I would say this could be SIM fraud (which I'd hate to think it is), but check to be sure.

Either way, check with CSA about this sudden change - ­­­Public Mobile Representatives customer support­­­ agents (CSA) can be contacted by either two methods, found here: https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

If this is a failed port/transfer...is your old account still active? That would be the only way to get the number back.

edit, typo

[HALIMACS]

@karim_J 

You’ll definitely want to reach out to customer support in this case. Use the options below – some have found the second contact option to be more useable recently.

To contact a Customer Support Agent, there are 2 methods:

1. Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request).  Click the result which states Click here to submit a ticket and follow the prompts,  or, 

2. Send a private message to the Customer Support Agent by clicking here  You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

[karim_J]

The new number is listed under under My account 

[karim_J]

Phone number officially changed. Cannot receive calls from old number 

[esjliv]

@karim_J - we are all customers like you and have no access to your account.

Perhaps this is not valid...the text that you received. What happens when you call the number you think you should have, does it ring you? If so, i'd ignore that text. Did it actually come from 611 or Public Mobile?

But, I'd also check your My Account under the profile section to ensure the correct number is listed there.

[HALIMACS]

@karim_J 

if you call your usual number from another device, does it ring  through your device?

It’s possible a porting is being requested using your number but as long as you do not respond yes to the port authorization request, it will not be changed - or it shouldn’t be anyway

[karim_J]

No idea what that refers to. 

[karim_J]

No never. Transfered to public mobile a few months ago. 

[dust2dust]

Have you only been here about a month? Did you try to bring your old number from another provider? If so, do you still have your old sim? Does your old service still work? Did you get a text asking to confirm the transfer and did you reply to it?

[HALIMACS]

Is it possible the  porting here was unsuccessful if you recently moved providers?

do you recall replying yes to a port authorization text recently?

You may wish to reach out to the customer support agents, to inquire.

[Handy1]

@karim_J  That’s scary contac support 

Message support directly
       

• Or while your already here and logged in the community you can send a private message   To CS_Agents click >>>here.<<<