topic Re: Plan in Get Support

Plan

Shelinebrown — Wed, 05 Jan 2022 12:46:02 GMT

My plan isn't working and I'm in thunderbay Canada and my plan is the 50$ with 8G of data

Re: Plan

totalUser — Mon, 28 Oct 2019 14:12:27 GMT

When you login what does it say what is your status

Does calling work? In vs out

Does texting in/out work?

Does data work?

When do you renew

Are you on autopay?

Did autopay go through?

What is your balance?

Can you try in another phone set, to see if it is your account or the headset that is having problem.

Depending on these answers the community may have some suggestions for you to fix the issue yourself before you have to reach out to moderators.

Thanks

Re: Plan

Triguy — Mon, 28 Oct 2019 13:36:26 GMT

When you log into your account - what is the status ?

Try the lost/stolen feature. Log in to self-serve. Plan & Add-Ons from top menu. Lost/Stolen Phone from next menu. Suspend Service button. Log out. Wait a few minutes. Log back in and back to Lost/Stolen Phone and Resume Service this time. Log out. Restart phone. Also try adding a $1 payment. You could potentially lose your autopay reward. If you still have problems then submit a ticket by clicking on the question mark on the bottom right.

Re: Plan

Shelinebrown — Mon, 28 Oct 2019 13:37:28 GMT

Nothing works no incoming or out calling no data phone and plan is active I have restarted my phone more than 3 times and nothing had changed

Re: Plan

darlicious — Mon, 28 Oct 2019 13:42:42 GMT

@Shelinebrown wrote:
Nothing works no incoming or out calling no data phone and plan is active I have restarted my phone more than 3 times and nothing had changed

@Shelinebrown What kind of phone?

Re: Plan

Dunkman — Mon, 28 Oct 2019 13:42:47 GMT

@Shelinebrown

More details would be helpful

New customer versus old

If new customer, ported number or activated new number

Model of phone

Maybe try your SIM card in another phone to help determine whether it is hardware issue verus Public mobile service problem.

Re: Plan

will13am — Mon, 28 Oct 2019 13:44:50 GMT

@Shelinebrown wrote:
Nothing works no incoming or out calling no data phone and plan is active I have restarted my phone more than 3 times and nothing had changed

@Shelinebrown, did you just complete a renewal or take the account out of suspension recently? You could try the lost phone/found phone toggle which might reset the problem. Failing that you will need moderator team assistance. The moderator team can be reached via private message using smartforms which is initiated by clicking on the ? on the lower right corner of the webpage or try using this link. The guided process will facilitate documentation of the issue or concern and the required resolution which will be submitted to the moderator team. Refer to this announcement link for additional details on smartforms and the ticketing system for moderator team interactions. Refer to the following knowledge base article for additional information on the moderator team.

Re: Plan

totalUser — Mon, 28 Oct 2019 14:10:42 GMT

@Shelinebrown wrote:
Nothing works no incoming or out calling no data phone and plan is active I have restarted my phone more than 3 times and nothing had changed

Are you new customer?

Did it ever work?

Can you borrow a phone that is confirmed to work on telus network?

Did you renew?

Thanks

Re: Plan

popping — Mon, 28 Oct 2019 15:02:47 GMT

@Shelinebrown wrote:
Nothing works no incoming or out calling no data phone and plan is active I have restarted my phone more than 3 times and nothing had changed

1. If your phone showing Public Mobile on the top notification bar?

If yes, your SIM card is working at least partially.

If no, your your PM SIM card on another phone. This will eliminate whether it is hardware issue or PM issue.

2. Adding $1 to your account to get PM server to re-provision your plan again.

3. PM supports the following frequency bands. You phone may not support the frequency bands used by PM. Which phone are you using?

Re: Plan

PAULRANG18 — Mon, 28 Oct 2019 16:02:36 GMT

It's best to submit a ticket to a moderator for a complicated issue. Click on ?, bottom right, and follow instructions.