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NatalieL
Great Neighbour / Super Voisin

SIM Hijacked

My SIM was Hijacked yesterday for the second time in 48 hours. I've reached out to the moderator who helped, and I've started a new ticket  - and am not getting a response. How do I get urgent help?


Accepted Solutions
HALIMACS
Mayor / Maire

Re: SIM Hijacked

Hi @NatalieL 

 

First things first,  check and secure all your financial accounts.

 

I presume you have confirmed the SIM hack?

 

In your self service account, choose Change Sim Card.

 

Ensure the last 4 digits on the self-serve SIM number match your SIM card to ensure you have not been sim jacked.  If they do not match, while still on the self-serve account, put your phone in lost/stolen mode and change the password. 

 

From, there, contact a moderator using the ticketing system - faster response time. Click on the bubble in the lower right corner and request moderator assistance, then select account-related issue, then select need a human now.  Follow the prompts to submit a ticket.

 

View solution in original post


All Replies
HALIMACS
Mayor / Maire

Re: SIM Hijacked

Hi @NatalieL 

 

First things first,  check and secure all your financial accounts.

 

I presume you have confirmed the SIM hack?

 

In your self service account, choose Change Sim Card.

 

Ensure the last 4 digits on the self-serve SIM number match your SIM card to ensure you have not been sim jacked.  If they do not match, while still on the self-serve account, put your phone in lost/stolen mode and change the password. 

 

From, there, contact a moderator using the ticketing system - faster response time. Click on the bubble in the lower right corner and request moderator assistance, then select account-related issue, then select need a human now.  Follow the prompts to submit a ticket.

 

View solution in original post

BeachNBeer
Town Hero / Héro de la Ville

Re: SIM Hijacked

@NatalieL  Second time in 48 hours. Wow!. Make very strong passwords for all your accounts. Run virus scans on your device's. Maybe one has a keylogger.

hTideGnow
Mayor / Maire

Re: SIM Hijacked

yes.. i think you are more urgent to secure your bank/paypal accounts as well as all your email accounts.  the fact that you had it twice with 48 hours likely mean you still have some password on the hand of the original hacker

 

Also, stop using your phone as the 2-factor authentication for now. 

NatalieL
Great Neighbour / Super Voisin

Re: SIM Hijacked

Thanks. I've suspended the account and started a ticket hours ago please direct messages moderators yesterday at 5pm. Still no assistance. The SIM card number does not match. 

BeachNBeer
Town Hero / Héro de la Ville

Re: SIM Hijacked

HALIMACS
Mayor / Maire

Re: SIM Hijacked

Hi @NatalieL 

 

I don't know the circumstances of the 2nd hack you write of, however if your user name contains any part of your ACTUAL name, I might recommend making sure all public usernames in all public forums (not just Public Mobile Community) have no similarity to actual.

 

You should also use an e-mail address specifically for Public Mobile, also your name on your Public Mobile account profile doesn't have to be your own.  Use an alias so it's not easily guessed.   Make sure your PIN# is not easily guessed (i.e. no 1111, or 1234 type codes)

 

Use STRONG passwords, not in any way similar to other services you have.

 

NatalieL
Great Neighbour / Super Voisin

Re: SIM Hijacked

How do I change the email associated with my public mobile account now in the middle of this?

Dunkman
Oracle

Re: SIM Hijacked

 

@NatalieL 

Unfortunately, moderator wait times are longer than usual.  Over weekend, some customers were waiting more than 48 hours.  Not sure what the wait times are now. If you want to restart your account sooner, you will need to purchase a new SIM card at in store vendor and then change the SIM card number yourself via self service account and then report your phone found.  

 

 

Dunkman
Oracle

Re: SIM Hijacked


@NatalieL wrote:

How do I change the email associated with my public mobile account now in the middle of this?


@NatalieL 

Moderators will need to help change email for self service account.  

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