cancel
Showing results for 
Search instead for 
Did you mean: 
Reply
psweetbo
Great Neighbour / Super Voisin

Re: port my number

You may need to make a payment on the old account for the number to be able to be ported.

JoyLuck
Mayor / Maire

Re: port my number


@KJ2 wrote:

I haven't been able to access my self-serve account since Sept 4, 2020. It seems my sim was transferred (not by me) so I suspect m y account may have been hacked? I have tried numerous passwords from moderators and have not been able to log in. The links either expire or the passwords do not work. This is extremely frustrating as the solutions are endless loops. I would like to port my number to a new provider but they said my current # is inactive. How can I activate my current #? I have paid all the bills on time and I do not know why my number would be inactive? Any info is greatly appreciated, thank you!


You need to contact the moderators to see what is going on with your account.

 

Try contacting the moderators again by replying to your original ticket.

gpixel4
Mayor / Maire

Re: port my number

@KJ2 sounds like your number isn't at public mobile anymore. whomever hacked you, ported your number out to a different provider. call your number and see if it rings. what did mods say? is your number still at public?

KJ2
Good Citizen / Bon Citoyen

Re: port my number

number is still associated to my account #

 

I have tried so many times in the last month and been sent so many password resets and still cannot log in. This is why I am switching providers, it is a mess with no solutions

KJ2
Good Citizen / Bon Citoyen

Re: port my number

every time i contact them they send a link to reset, and the link expires or the link is broken, this has been going on for a month with no resolution which is why I am switching providers

KJ2
Good Citizen / Bon Citoyen

Re: port my number

I have autopay on the account and the charges went through with no issues each time.

geopublic
Mayor / Maire

Re: port my number


@KJ2 wrote:

every time i contact them they send a link to reset, and the link expires or the link is broken, this has been going on for a month with no resolution which is why I am switching providers


@KJ2  Submit a ticket to PM and ask them to check the SIM number that is associated with your account. Include in your message you sim number and ask them to verify it. If your account was compromised and a sim swap was performed it means that someone else has take over you account. Mark the message to them Urgent - Sim Swapped.

 

To submit a ticket to the Public Mobile please start a conversation with the Public's virtual assistant, SIMON by clicking this link.

 

    1. Enter Mod at the Ask me anything prompt and hit return
    2. Select Account-specific question
    3. Select No, I want a human
    4. Select the Click me! link

 

In your message describe your issue/problem. The message will be received by Public Mobile and they will respond to it. You will receive a response in your private message inbox.

 

If you are still having problems contacting Public Mobile then click here.

 

The link sends you to the private message function and adds the moderator team as recipient for a private message. You just have to enter a title and text in the body of the message describing the problem and post.

 

 Hope this helps!

esjliv
Mayor / Maire

Re: port my number

Hello @KJ2 ,

So it sounds like you are still having issues getting into your self serve account!?

I believe you only have a certain amount of time to reset your password when the moderators provide the link. Maybe this is a timing out issue.

 

This sounds quite frustrating. Try contacting either of these two moderators directly now, and see if they can get you in your account: @Oana_S  or @Leandro_G 

esjliv_0-1601925019487.png

 

Jb456
Mayor / Maire

Re: port my number

@KJ2  so you have auto-pay setup. Is the charge each 30 days the same as it has always been? When you call your number what happens? 

 

If the number is still on PM network and you can't access your account. Try calling this number to access your account.

 

1-855-4PUBLIC

 

The system will ask for your number then you should be able to gain access to your account like calling 611 from your phone with a non hacked sim card.

 

If you can gain access to your account by calling 1-855-4PUBLIC then you should be able to at least remove the auto-pay. After that you'll need to work with moderators to gain access back to your self serve account.

 

gpixel4
Mayor / Maire

Re: port my number

@KJ2 can you copy and paste what the mods said to you. i don't think you have an account here anymore. that's why the password resets aren't working. can you please ask the mods if your number is still active with pm? 

 

anyways of it is so, you can always try to port out using your IMEI# dial *#06# to retrieve the IMEI number. and then use your public mobile account#. you might also need your account pin number. 

Need Help? Let's chat.