topic Re: Service not working in Get Support

Service not working

Taylorotot — Thu, 06 Jan 2022 08:05:27 GMT

My plan was working and now all of a sudden it’s not

message from public mobile nothing on my account stating why

no behind on payments either

ugh someone help

Re: Service not working

Anonymous — Tue, 10 Aug 2021 21:23:04 GMT

@Taylorotot : If you can log in to your account does it say Active? What happens when you dial 611? Maybe even just a simple restart.

Have a look at devicecheck.ca.

edit: There's no "behind on payments". It's straight pre-paid.

Re: Service not working

hTideGnow — Tue, 10 Aug 2021 21:22:30 GMT

@Taylorotot you checked My Account and it is showing Active?

Do you see Public Mobile on top of your phone screen?

None of these working? Incoming calls? outgoing calls? Mobile Data?

Which plan do you have?

did you try Network Reset?

Re: Service not working

Taylorotot — Tue, 10 Aug 2021 21:24:12 GMT

My account is active

it’s not saying public mobile at the top of my screen

there’s absolutely no service

i have the unlimited calls and texts with 4.5 GB and I have a remaining Balance of ten dollars on my account

tried network reset as well

Re: Service not working

Taylorotot — Tue, 10 Aug 2021 21:26:13 GMT

It’s prepaid and it does say active

Re: Service not working

hTideGnow — Tue, 10 Aug 2021 21:29:09 GMT

which city and province you are at? did you check Telus Service status site?

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

Also, did you try putting your SIM in another phone and see if it works? That can hopefully confirm if it is a phone issue or a SIM/account issue.

Re: Service not working

Taylorotot — Tue, 10 Aug 2021 21:30:54 GMT

Im in grande prairie alberta

And I’ll try to switch the sim to another phone

Re: Service not working

Anonymous — Tue, 10 Aug 2021 21:34:35 GMT

@Taylorotot : There's a known outage in Grande Prairie.

Re: Service not working

Anonymous — Tue, 10 Aug 2021 21:51:24 GMT

@Taylorotot

do one thing Make sure your phone is off before removing your SIM card,

and do rebooting your phone take your SIM card out and waiting for a 2 minute and put it back and turn on -This one is quick and simple.

what is mean for Rebooting the phone means to turn off your phone and turn it back on again.

or can you do try reseat the SIM card

1. power off your device

2. take out the SIM card,

3. wipe it clean SIM card,

4. put it back and power on,

5. toggling airplane mode off/on,

and do again Rebooting your phone means to turn off your phone and turn it back on again.

Re: Service not working

darlicious — Tue, 10 Aug 2021 22:01:00 GMT

@Taylorotot

If your SIM works in another phone check your phone at this link to see if it's been blacklisted.

Edit: Oops wrong link....try this one!

https://www.devicecheck.ca/check-status-device-canada/

........that should work!

Re: Service not working

Taylorotot — Thu, 12 Aug 2021 13:21:35 GMT

It’s definitely my SIM card

how and why?this is a brand new SIM card I just activated less then two weeks ago

Re: Service not working

esjliv — Thu, 12 Aug 2021 13:25:05 GMT

@Taylorotot wrote:
It’s definitely my SIM card
how and why?this is a brand new SIM card I just activated less then two weeks ago

Hi @Taylorotot ,

So, you did try your SIM into another phone, rebooted the phone, and still no services whatsoever?

Since you account is saying ACTIVE, was this a transfer/port of phone number from another provider?

If so, maybe the port failed. Contact CSA to check on your account.

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them:

1 - Faster - Click the bubble comment circle on the bottom right-hand side of your screen,

or use this link to: Get Help With SIMon the Public Mobile chatbot

2 – Slower - Use this link to:

Private Message to Public Mobile Customer Support Agents (CSA)

Re: Service not working

hTideGnow — Thu, 12 Aug 2021 13:29:40 GMT

@Taylorotot Usually SIM card itself is pretty reliable.

have you open a ticket with Customer Support Agent yet? First, they can check if there is issue on the backend. Second, if it comes to faulty SIM, since your account is so new, you can ask them for a free replacement SIM (I think they will ask you to get one first and then they will credit you the cost to your account).

So, if you have not done so, please open a ticket with CS Agent. Likely you will get better idea this afternoon

Re: Service not working

BKNS27 — Thu, 12 Aug 2021 15:48:14 GMT

@Taylorotot

You might want to check for any Telus outages in your area.
Even if you switched the PM SIM to another phone with an outage, both will not work.

If there are no outages in your area then you need to contact a Customer Service Agent as noted by others to find the root of your problem.

Re: Service not working

Meow — Thu, 12 Aug 2021 15:55:52 GMT

@hTideGnow wrote:
Do you see Public Mobile on top of your phone screen?

Not all phones show provider at the top line. My does not.

To see what mobile provider is handling my phone I have to go to Connections, Mobile Networks and then I can see Network operators - PM.

Re: Service not working

darlicious — Thu, 12 Aug 2021 18:07:07 GMT

@Taylorotot

You must have made contact with the CSA's to sort out your sim card by now....but in case you have not can you check your account and see if the last 4 digits of your SIM card match the ones in your account?