topic Re: Loss of service in Get Support

Loss of service

LynseyOldenburg — Wed, 05 Jan 2022 12:10:45 GMT

We just switched over to PM from TELUS on Monday. This morning I woke up with no cell service, but my husbands phone works just fine. My account is active, no outstanding balance and the SIM card number is correct. I use an iPhone 7. It has been turned off multiple times, the SIM cards removed and put back. When hubby try’s to call it says my number is not in service. Any help would be greatly appreciated as I don’t really want to drive an hour to go in store for assistance. Thank you kindly.

Re: Loss of service

Dunkgirl — Fri, 12 Apr 2019 20:17:57 GMT

@LynseyOldenburg wrote:
We just switched over to PM from TELUS on Monday. This morning I woke up with no cell service, but my husbands phone works just fine. My account is active, no outstanding balance and the SIM card number is correct. I use an iPhone 7. It has been turned off multiple times, the SIM cards removed and put back. When hubby try’s to call it says my number is not in service. Any help would be greatly appreciated as I don’t really want to drive an hour to go in store for assistance. Thank you kindly.

@LynseyOldenburgLog into your self serve account and confirm the phone number on file is the same. You can click "Plan and Add-ons" and it will show the curent number. Either way there is a major problem.

Try the lost / stolen trick. Log into self serve. Click Plans & Addons. Click Lost/Stolen phone. Click Suspend service. Log out of self serve. Reboot phone. Wait 10 minutes. Log back in. Go back to the same place and say found phone. Reboot phone.

If that doesn't help send a private message to the public mobile moderator team. Click this to message them.

Re: Loss of service

hycm53 — Fri, 12 Apr 2019 20:26:44 GMT

@Dunkgirl wrote:
@LynseyOldenburg wrote:
We just switched over to PM from TELUS on Monday. This morning I woke up with no cell service, but my husbands phone works just fine. My account is active, no outstanding balance and the SIM card number is correct. I use an iPhone 7. It has been turned off multiple times, the SIM cards removed and put back. When hubby try’s to call it says my number is not in service. Any help would be greatly appreciated as I don’t really want to drive an hour to go in store for assistance. Thank you kindly.
@LynseyOldenburgLog into your self serve account and confirm the phone number on file is the same. You can click "Plan and Add-ons" and it will show the curent number. Either way there is a major problem.

Try the lost / stolen trick. Log into self serve. Click Plans & Addons. Click Lost/Stolen phone. Click Suspend service. Log out of self serve. Reboot phone. Wait 10 minutes. Log back in. Go back to the same place and say found phone. Reboot phone.

If that doesn't help send a private message to the public mobile moderator team. Click this to message them.

Is this PM networking’s problem? Why try the lost / stolen trick would can fix the problem? If it is networking problem, PM should fix it, though I don’t have this problem now.

Re: Loss of service

geopublic — Fri, 12 Apr 2019 21:11:26 GMT

@LynseyOldenburg wrote:
We just switched over to PM from TELUS on Monday. This morning I woke up with no cell service, but my husbands phone works just fine. My account is active, no outstanding balance and the SIM card number is correct. I use an iPhone 7. It has been turned off multiple times, the SIM cards removed and put back. When hubby try’s to call it says my number is not in service. Any help would be greatly appreciated as I don’t really want to drive an hour to go in store for assistance. Thank you kindly.

Since your account is active, without an outstanding balance and to eliminate the possibility of a hardware issue with your phone what happens if you put you SIM card in your husband's phone? Can you make/receive calls?

@LynseyOldenburg the Lost/Stolen trick is recommended because it has the same effect as doing a soft reset on your account and in many instances fixes similar issues.

Re: Loss of service

LynseyOldenburg — Fri, 12 Apr 2019 20:54:20 GMT

The list/stolen truck didn’t work I will try putting the SIM card in his phone

Re: Loss of service

Tony8 — Fri, 12 Apr 2019 21:59:28 GMT

Hi. Make sure your phone is not in "airplane" mode.

Re: Loss of service

LynseyOldenburg — Fri, 12 Apr 2019 22:03:55 GMT

It isn’t. I wish it was a simple fix.

Re: Loss of service

LynseyOldenburg — Fri, 12 Apr 2019 22:05:14 GMT

Unfortunately putting my SIM card in another phone did not work.

Re: Loss of service

geopublic — Fri, 12 Apr 2019 22:31:33 GMT

@LynseyOldenburg wrote:
Unfortunately putting my SIM card in another phone did not work.

Ok, to resolve your issue you need to contact the Moderator Team They shouild be able to troubleshoot the problem and get your service up and running again. The link will allow you to send the moderator team a private message. Just describe the problem and the steps you already have taken without sucess.

Hope this helps!

Re: Loss of service

LynseyOldenburg — Fri, 12 Apr 2019 22:59:26 GMT

I have been in contact with them, just waiting on working out an answer.

Re: Loss of service

sheytoon — Sat, 13 Apr 2019 01:57:39 GMT

I hope someone didn't attempt to port your number away like it recently happened to @ekung and @pavellyzhin.

Re: Loss of service

pavellyzhin — Mon, 15 Apr 2019 18:49:14 GMT

Check if your sim card in your phone has the same last numbers as in your account. Go to"Change SIM card" in your account and it will show last four numbers of you current sim card. If it does not agree, you have the same issue as me and PM will do nothing to fix it. It easy to just port yourself to another provider, keep you account under lost/stole phone until you port it out.

If the number is the same, its a different story.

Re: Loss of service

LynseyOldenburg — Mon, 15 Apr 2019 19:20:04 GMT

I was told to get a new SIM card yesterday, that still didn’t fix the problem. They said it’s an issue with the line. I could get a new number or open a ticket and have the issue fixed. I want to keep my phone number, so that is the route I took. Here is to hoping that in a few hours it starts working again. 4 days with no phone and young kids living in the country isn’t ideal...

Re: Loss of service

hycm53 — Mon, 15 Apr 2019 19:32:30 GMT

@LynseyOldenburg wrote:
I was told to get a new SIM card yesterday, that still didn’t fix the problem. They said it’s an issue with the line. I could get a new number or open a ticket and have the issue fixed. I want to keep my phone number, so that is the route I took. Here is to hoping that in a few hours it starts working again. 4 days with no phone and young kids living in the country isn’t ideal...

Since you have tried a lot of ways to fix, even got a new Sim card, but still didn't fix the problem, I would suggest go to Apple store, let staff check your iPhone 7, make sure it's not the problem of iPhone 7.

Re: Loss of service

LynseyOldenburg — Mon, 15 Apr 2019 20:59:08 GMT

My husbands SIM card works in my phone, so it is not the phone itself.

Re: Loss of service

geopublic — Mon, 15 Apr 2019 21:07:39 GMT

@LynseyOldenburg wrote:
I was told to get a new SIM card yesterday, that still didn’t fix the problem. They said it’s an issue with the line. I could get a new number or open a ticket and have the issue fixed. I want to keep my phone number, so that is the route I took. Here is to hoping that in a few hours it starts working again. 4 days with no phone and young kids living in the country isn’t ideal...

@LynseyOldenburg: I think it's worth it at this point to ask the Moderators to check the port from Telus. From what you describe there is a possibility that the port got stuck. They should be able to determine fairly quickly if that is the case.

Re: Loss of service

LynseyOldenburg — Mon, 15 Apr 2019 21:13:41 GMT

I have asked. They said it’s an issue with the line (asked if I wanted a new number, which I don’t, because they would have just done a new activation) so they opened a ticket and said it should be resolved within 12-24 hours. It’s been 21 hours since, and nothing has changed yet on my end. I am trying to be patient.

Re: Loss of service

geopublic — Mon, 15 Apr 2019 21:19:47 GMT

@LynseyOldenburg wrote:
I have asked. They said it’s an issue with the line (asked if I wanted a new number, which I don’t, because they would have just done a new activation) so they opened a ticket and said it should be resolved within 12-24 hours. It’s been 21 hours since, and nothing has changed yet on my end. I am trying to be patient.

@LynseyOldenburgThanks for the update. Hopefully the number hasn't been re-assigned and they will able to iron it out. I strongly believe something went wrong during the port.

Re: Loss of service

LynseyOldenburg — Mon, 15 Apr 2019 22:01:45 GMT

Thank you I will ask again, it’s just funny how it worked for 4 days and then just went to no service. When you call my number it says 6UC1- number not in service so who knows. Once the issue is resolved I will post on this thread.

Re: Loss of service

LynseyOldenburg — Tue, 16 Apr 2019 13:18:51 GMT

@geopublic i have yet to hear back from a MOD yet and still do not have a working phone... at this rate I think I am better off switching providers again. Not really sure what else to do at this point honestly.