topic Re: service interuption? in Get Support

service interuption?

Flashdance — Thu, 06 Jan 2022 06:55:25 GMT

Is there a service outage in mississauga ontario?

TWO different Public Mobile phones have no service.

Re: service interuption?

computergeek541 — Sun, 24 Jan 2021 22:00:33 GMT

@Flashdance wrote:
Is there a service outage in mississauga ontario?

TWO different Public Mobile phones have no service.

I haven't heard of anything, but if there is, it's localized as Missisauga covers a large area. Have you tried going into the account to see if the SIM card numbers match those that are in your phones?

Re: service interuption?

Flashdance — Sun, 24 Jan 2021 22:08:43 GMT

How do I see if the SIM card numbers match those that are in your phones?

Re: service interuption?

JK8 — Sun, 24 Jan 2021 22:09:52 GMT

@Flashdance wrote:
Is there a service outage in mississauga ontario?

TWO different Public Mobile phones have no service.

Have you logged into self service to see what the Account Status is for each account? Is it Active? Were the plans up for renewal?

Re: service interuption?

JK8 — Sun, 24 Jan 2021 22:12:10 GMT

@Flashdance wrote:
How do I see if the SIM card numbers match those that are in your phones?

Log into self service and choose Change Sim Card. Compare the last 4 numbers to the sim in your phone to make sure you have not been sim jacked.

If they do not match put your phone in lost/stolen mode in self service and change the password. Secure and check all your financial accounts and change passwords including email accounts etc.

Contact a moderator to restore your services.

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 the Moderator Team. Click here to get started.
Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Re: service interuption?

Flashdance — Sun, 24 Jan 2021 22:12:41 GMT

Phones have recently renewed.

Account status reports active.

BOTH phones are unable to make calls or receive calls or texts.

Re: service interuption?

Dunkman — Sun, 24 Jan 2021 22:13:39 GMT

@Flashdance

Here is a telus outage map:

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

There have been SIM hijacking scams recently. Check your last 4 digits of your SIM card in your self service account. Choose change SIM card option. Make sure it matches your SiM card in your phone.

Re: service interuption?

Flashdance — Sun, 24 Jan 2021 22:23:11 GMT

Sim card numbers appear to be correct.

But BOTH phone numbers are dead...."Emergency calls only"

Please help

Re: service interuption?

HALIMACS — Sun, 24 Jan 2021 22:28:52 GMT

@Flashdance wrote:
Is there a service outage in mississauga ontario?

TWO different Public Mobile phones have no service.

Did BOTH phones lose service at around the same time?

Were BOTH totally working before?

Re: service interuption?

Dunkman — Sun, 24 Jan 2021 22:29:10 GMT

@Flashdance

A few things to try:

Reboot phone.

Try to remove SIM card, then re-insert SIM card.

Toggle airplane mode on, then off

Re: service interuption?

HALIMACS — Sun, 24 Jan 2021 22:32:08 GMT

@Flashdance

If there are no service outages, try the following (some may be repetitive to what you've tried - but try it again anyway):

Make sure airplane mode is off
Power OFF your device, wait 1 minute, turn on and check for signal bars
Check on account self-serve that your account status is Active
While on self-serve, check that SIM card number under “Change Sim card” matches the SIM card number in your phone
Make sure you’re in a covered area and there are no cellular outages
Change wifi calling preferences to Cellular Preferred or Cellular Only
Set network mode to Auto
Reset network settings
Update device software to latest version
Perform a manual network selection

Re: service interuption?

Flashdance — Sun, 24 Jan 2021 22:32:25 GMT

Sim Card In/Out...no change

Airplane Mode On/Off .... no change

TWO DIFFERENT PHONES have lost service.

Report Emergency calls only.

Re: service interuption?

Triguy — Sun, 24 Jan 2021 22:32:50 GMT

Try a network reset and restart your phone if it doesn't automatically do so.

If it doesn't try these tricks to reset your service. You could try in order:
1.Restarting your phone. Turn it off, remove the SIM card, reinsert it, wait 5 minutes and restart it.
2.Putting your phone on aeroplane mode for 5 minutes. Take it off and restart.
3.From your self service account enable the lost/ stolen feature log out, wait 5 minutes, log in and take it off. Log out and restart your phone.

Re: service interuption?

kb_mv — Sun, 24 Jan 2021 22:35:56 GMT

@Flashdance wrote:
Sim Card In/Out...no change
Airplane Mode On/Off .... no change
TWO DIFFERENT PHONES have lost service.
Report Emergency calls only.

@Flashdance What do your self serve accounts show? Active for both? Is Public Mobile showing when you go into networks on the phones? Maybe try manual selection if it's there. Very bizarre to have 2 phones with the same issue for sure.

Re: service interuption?

Flashdance — Sun, 24 Jan 2021 22:39:32 GMT

BOTH phones have no service.

BOTH accounts say ACTIVE

This is a serious problem!

TWO DIFFERENT PHONE numbers both unable to connect!

Re: service interuption?

kb_mv — Sun, 24 Jan 2021 22:40:51 GMT

@Flashdance wrote:
BOTH phones have no service.
BOTH accounts say ACTIVE
This is a serious problem!
TWO DIFFERENT PHONE numbers both unable to connect!

@Flashdance Does Public Mobile show up as a network in your phone settings? If yes, try and manually select it.

Re: service interuption?

Flashdance — Sun, 24 Jan 2021 22:44:06 GMT

I messaged Moderator_Team 45 minutes ago.

No one has replied.

THIS IS URGENT.

Did I private message the correct address?

Re: service interuption?

kb_mv — Sun, 24 Jan 2021 22:45:53 GMT

@Flashdance wrote:
I messaged Moderator_Team 45 minutes ago.
No one has replied.
THIS IS URGENT.
Did I private message the correct address?

@Flashdance If you followed the directions in the post by @JK8 , you have done what you can. It can take up to 48 hours to get a reply. Typically much faster. You didn't answer my question, does PM show up in your networks?

Re: service interuption?

Dunkman — Sun, 24 Jan 2021 22:50:48 GMT

@Flashdance

Unfortunately, it looks like you will need to wait for moderator help.

It should be addressed to Moderator_team

Send a private message to moderator through the following link :

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: service interuption?

Flashdance — Sun, 24 Jan 2021 22:51:19 GMT

Public Mobile 4G shows up in the network selection.

I choose Automatic registration....still no service