topic Re: Why can I not text, or call...? in Get Support

Why can I not text, or call...?

Raelee_1 — Tue, 04 Jan 2022 09:45:51 GMT

My service has been out for 2-hours, and so has my daughters! My phones are just fine, but your service is obviously not!

Re: Why can I not text, or call...?

BeachNBeer — Fri, 24 Dec 2021 20:09:11 GMT

@Raelee_1 Have you logged into your accounts to see if the status is active or suspended? What area are you in?

Re: Why can I not text, or call...?

hTideGnow — Fri, 24 Dec 2021 20:09:52 GMT

HI @Raelee_1 , you see the phones connected to PM or No Network?

which area is that? did you check Telus Status/Outage page?

https://www.telus.com/en/on/outages

Re: Why can I not text, or call...?

esjliv — Fri, 24 Dec 2021 20:09:57 GMT

@Raelee_1 wrote:
My service has been out for 2-hours, and so has my daughters! My phones are just fine, but your service is obviously not!

@Raelee_1 - well, it does sound like some kind of network disruption if you have 2 phones with no service. Are the both Public Mobile accounts?

check for any outages in your area:

https://downdetector.ca/status/publicmobile/

Did you both restart your phones recently? If not, do that.

Removing and reinserting your SIM card can help sometimes, as well as toggling into airplane mode, than back again.

Re: Why can I not text, or call...?

Raelee_1 — Fri, 24 Dec 2021 20:11:05 GMT

Hi...It says 'no network' when I try to call or text...Tillsonburg,On area

Re: Why can I not text, or call...?

esjliv — Fri, 24 Dec 2021 20:12:41 GMT

@Raelee_1 wrote:
My service has been out for 2-hours, and so has my daughters! My phones are just fine, but your service is obviously not!

@Raelee_1 - what does it say when you call 611 on the devices?

When are your accounts due to renew? Was it today?

If you have Autopay enabled, perhaps it was a failed Autopay. If this is the case you will need to top up both accounts to resume/reactivate services.

Check your Self Serve accounts.

Re: Why can I not text, or call...?

BeachNBeer — Fri, 24 Dec 2021 20:13:52 GMT

@Raelee_1

To get things out of the way. Log into your accounts. Is status active or suspended? While in your account click the change sim card option. It will show last 4 digits of your sim card. Take sim out of phone. Do they match? Repeat with daughters phone.

Re: Why can I not text, or call...?

hTideGnow — Fri, 24 Dec 2021 20:14:07 GMT

HI @Raelee_1 not from the Telus outage page. Did you try reboot your phone?

Re: Why can I not text, or call...?

Anonymous — Fri, 24 Dec 2021 20:15:57 GMT

@Raelee_1

you can try reseat the SIM card and Make sure your phone is off before removing your SIM card,

1. power off your device

2. take out the SIM card,

3. waiting a 1 minute,

4. put it back and power on,

5. toggling airplane mode off/on,

and you can try to reset network settings and Changing APN Settings,

for iphone

Go to Settings > General > Reset > Reset Network Settings.

This also resets Wi-Fi networks and passwords,

or visit Here link,

APN Settings On An IPhone

click Here link,

How to reset network settings on an Android device

Open the Settings app on your Android.
Scroll to and tap either "General management" or "System," depending on what device you have.
Tap either "Reset" or "Reset options."
Tap the words "Reset network settings."

or visit Here link,

APN Settings On Android device

click Here link,

Ensure you have the correct APN settings by visit Here link,

Select the brand and model of your phone,

and try manually selecting network "3G ONLY" or WCDMA only,

for iPhone visit Here link

or Here link

for android visit Here link ,

and do Rebooting your phone ,This is quick and simple,to refreshing your network,

*what is meant by rebooting the device turn off and turn it back on.

try to check update your device,

you can try to test your SIM card in another device to you know the issue from SIM card network or your device issue.

if you can't fix it you need to Contact Customer Support Agent by CS_Agent, and Explain your issue to them can solve, they are nice service Team the will help you 100%.

Here’s How To Contact Customer Support Agent by Submit a Ticket,

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Support Agent by CS_Agent, Click Here link,to get started. Type,, Ticket ,, Click ,, Contact Us ,, Select your issue ,,
Click here to submit a ticket↗↗.

or you can send a private message to Customer Support Agent by Click Here link,

please include in your message,
phone number,
Email address,

Customer Support Agent by CS_Agent, will Response to your inbox by private message
During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
- Monday to Sunday: 6 AM to 10 PM EST
- Note: Public Mobile No Support by phone call or Email.. only by CS_Agent, private message..
Check your private message inbox (click on the envelope top right of your screen)

Good Luck...

Re: Why can I not text, or call...?

Raelee_1 — Fri, 24 Dec 2021 20:17:36 GMT

Yes! Both are Public Mobile accounts, in good standing!

Re: Why can I not text, or call...?

BeachNBeer — Fri, 24 Dec 2021 20:21:10 GMT

@Raelee_1

Last 4 digits of sim card on your account match the digits when you take it out of phone?

Re: Why can I not text, or call...?

hTideGnow — Fri, 24 Dec 2021 20:25:52 GMT

@BeachNBeer wrote:
@Raelee_1

Last 4 digits of sim card on your account match the digits when you take it out of phone?

It could be network issue since both phones are not connecting.

Hi @Raelee_1 you have a 3rd phone you can try to put the SIM into it?

Re: Why can I not text, or call...?

Raelee_1 — Fri, 24 Dec 2021 20:42:27 GMT

ThankYou!!! Set it to WCDMA/GSM and its now working!!!

Re: Why can I not text, or call...?

BeachNBeer — Fri, 24 Dec 2021 20:44:19 GMT

@Raelee_1 Great! Merry Christmas and Happy New year 🥳🎅☃️🎄

Re: Why can I not text, or call...?

Anonymous — Fri, 24 Dec 2021 20:58:36 GMT

@Raelee_1 wrote:
ThankYou!!! Set it to WCDMA/GSM and its now working!!!

@Raelee_1

your welcome,

enjoy your service... Happy Holidays.