topic Re: My phone plan got discontinued? in Get Support

My phone plan got discontinued?

Lcllnguyen — Thu, 06 Jan 2022 08:29:10 GMT

I recently got my plan shut off. Whenever I call someone the automated system tells me that I do not have a plan. However, I was charged this month from public mobile and the payment went through. What should I do now?

Re: My phone plan got discontinued?

hairbag1 — Mon, 04 Oct 2021 22:44:58 GMT

@Lcllnguyen wrote:
I recently got my plan shut off. Whenever I call someone the automated system tells me that I do not have a plan. However, I was charged this month from public mobile and the payment went through. What should I do now?

Re: My phone plan got discontinued?

Anonymous — Mon, 04 Oct 2021 22:47:47 GMT

@Lcllnguyen

i suggest you close all Browser and do clear cache and cookies for any Browser,

and try it for a different Browser and open incognito mode,

how to open Browser incognito mode visit Here link,

how to clear cache and cookies and History visit Here link,

and use a Browser from your computer,is better

use Browser microsoft edge or chrome latest version
and just make sure your Browser is up to date update
sometime is the Browser is not update is give a issue.

how to update your Browser visit Here link,

and Restart your computer, is will help a lot,

and if you use a home internet please do one thing take your power internet off for about

a 1 minute and put it back on,to refreshing your network,

and go sign in to Self-Serve, to review your account,

1. Click on Payment

2. Make a Payment

3. one Time Payment

4. you will see your Amount Due:$ !

5. Payment Type: selected other ( Enter the desired payment amount )

6. how much you see at Amount Due:$ ! you will do manually enter Amount: $ ! + $1 extra

7. Tax: will collect automatically,

8. Click ‘Submit’,

9. after payment gone through, you have to do Rebooting your phone

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

10. and how much you pay the extra is will going to your account Available funds:$ ! has the amount left,

and for next bill cycle the will take it from there automatically,

and if still not fix it follow this,

Add Funds to your Plan Amount through Self Serve
Go to “Plan and Add-Ons” TAB
Select "Lost/Stolen Phone" TAB
Select "Suspend Service" BUTTON
Then, Select Resume/Reactivate Service
Reboot your phone.
what is mean for Rebooting the phone means to turn off your phone about 2 minutes and turn it back on.

Re: My phone plan got discontinued?

darlicious — Mon, 04 Oct 2021 22:56:51 GMT

@Lcllnguyen

Do your other services work? Texting? Data? Incoming Calling? Can you call 611?

Re: My phone plan got discontinued?

Lcllnguyen — Mon, 04 Oct 2021 23:00:24 GMT

I have unlimited talk, text, and 500 data. I am unable to receive calls, use my data or send out texts. I have been able to call others though

Re: My phone plan got discontinued?

Anonymous — Mon, 04 Oct 2021 23:04:40 GMT

@Lcllnguyen

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 do again Rebooting your phone,

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

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

for iPhone visit Here link

or Here link

for android visit Here link ,

and if still not fix it and you can try to reset network settings on an IPhone

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

This also resets Wi-Fi networks and passwords,

or visit Here link,

and go Changing 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,

and go Changing APN Settings On Android device

click Here link,

and if still not fix it you Have To Submit a Ticket To Contact Customer Support Agent by CS_Agent ,

Explain your issue to they can solve your issue, they are nice service Team the will help you 100%.

Here’s How To Contact Customer Support Agent by CS_Agent, and 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.

or you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,
You’ll need to be logged in to your Community account for the link to work.

please include in your message,
your account number,
your phone number,
your account 4 digit pin,
your 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
Check your private message inbox (click on the envelope top right of your screen)

Good Luck...

Re: My phone plan got discontinued?

esjliv — Mon, 04 Oct 2021 23:15:26 GMT

@Lcllnguyen wrote:
I have unlimited talk, text, and 500 data. I am unable to receive calls, use my data or send out texts. I have been able to call others though

@Lcllnguyen

Was everything working okay previously?

Check for outages in your area: https://www.telus.com/en/on/outages

or https://downdetector.ca/status/telus/map/

How long ago did you activate? IF it was recently, perhaps your port is stuck or didn't complete if you were transferring over a number from another provider.

Re: My phone plan got discontinued?

darlicious — Mon, 04 Oct 2021 23:22:36 GMT

@Lcllnguyen

It sounds like your sim card needs reprovisioning. Go thru this troubleshooting list but skip using lost/stolen since contacting customer support and getting a response is quite fast currently.

Reboot your phone. ( You should do this once a week anyways.)
Toggle airplane mode on/off.
Remove SIM card and set aside. Check for any dirt or debris in the SIM slot. Check the SIM card for dirt or damage and gently clean with a little alcohol and a cotton swab. After 10 minutes reseat the SIM card making sure the SIM fits snugly in the SIM slot. Use a paper shim or a little tape to secure it in slot/tray. Reinsert in the phone and reboot.
Put your SIM card in another phone to see if it works and/or the other slot of a dual sim phone and send a text. Then return the SIM to the original phone to see if the issue is still there.
Perform a network reset.
Clear the cache of the troublesome apps.(Try safe mode) Perform device maintenance.*
Add a payment of at least $1 to your account balance.**
Log in to your self serve account. Go to the plans or usage page. Click on lost/stolen. Suspend your service. Log out/in. Resume your service. Log out and Reboot.***
Contact customer support via Simple--Simon or private message.

*Will not help reprovision.

**Will not help a poor connection.

***Caution : Using lost/stolen w/active service even briefly will cause rewards to not apply upon renewal. You must contact the CSA's after renewal and ask for them to be applied manually. Also will not help a poor connection.

Re: My phone plan got discontinued?

softech — Mon, 04 Oct 2021 23:34:12 GMT

@Lcllnguyen curious, what city and province you are at?

Also, if you login to My Account, is it showing that the account is Active?

what is the message showing on the screen? "No Network"? "SIM not provisioned"?

Re: My phone plan got discontinued?

t_p — Tue, 05 Oct 2021 01:41:01 GMT

@Lcllnguyen

Can you call 611 on your phone? If so, what message do you hear?

If it says your account is suspended, log in and check Payment history to see if the payment indeed went through.

If your account is still active, see if you can try the SIM card in another phone.

If it works, your phone may have some configuration issues. Try to reset Network settings.

If it doesn't work either. there could be some provisioning issue with the SIM card.

You'll need to open a ticket with CS for help.

Re: My phone plan got discontinued?

Lcllnguyen — Tue, 05 Oct 2021 16:07:47 GMT

Unfortunately it’s been a while since Imve logged onto my account so I forgot my login info. But my card transactions shows that I got charged

Re: My phone plan got discontinued?

Anonymous — Tue, 05 Oct 2021 16:10:46 GMT

@Lcllnguyen wrote:
Unfortunately it’s been a while since Imve logged onto my account so I forgot my login info. But my card transactions shows that I got charged

@Lcllnguyen

you have To Contact Customer Support Agent by CS_Agent ,

Re: My phone plan got discontinued?

Anonymous — Tue, 05 Oct 2021 16:14:26 GMT

@Lcllnguyen : If you still have the welcome email from here or other marketing emails then that's your login id. Then you can try the Forgot your password? link and answer your security question you made and get the email to reset your password.

Re: My phone plan got discontinued?

softech — Tue, 05 Oct 2021 16:18:11 GMT

@Lcllnguyen wrote:
Unfortunately it’s been a while since Imve logged onto my account so I forgot my login info. But my card transactions shows that I got charged

You might be able to reset your password quickly

Try to use the Forgot Password link, then enter the email address (you can try all the possible ones you might have used and see which one got you to Step 2). You will have to answer your Security Question after the correct email is entered

if you really cannot get pass the Forgot Password , then you will have to contact CS Agent to reset it.

Re: My phone plan got discontinued?

BKNS27 — Tue, 05 Oct 2021 16:30:25 GMT

@Lcllnguyen

It is best that you contact the PM CS Agent to look into resetting your password and your account but you will need to supply your secret PIN, phone number, address etc.