topic Re: mobile network not available in Get Support

mobile network not available

pgl — Thu, 02 Jun 2022 04:04:35 GMT

note: account is in good standing.

have restarted phone and have taken sim out and put back in.

Thoughts?

Re: mobile network not available

JK8 — Mon, 24 Jan 2022 18:41:51 GMT

@pgl

Can you log into self service or dial 611 from your phone to ensure your account is Active?

Re: mobile network not available

0PX9O4 — Mon, 24 Jan 2022 18:42:53 GMT

@pgl

Do you have another phone you could try putting the SIM card in?

Re: mobile network not available

pgl — Mon, 24 Jan 2022 18:47:48 GMT

no i cannot, same message- mobile network not available

Re: mobile network not available

JK8 — Mon, 24 Jan 2022 18:51:50 GMT

@pgl wrote:
no i cannot, same message- mobile network not available

Did you log into self service to check your account status? Is it Active?

Re: mobile network not available

Zyl — Mon, 24 Jan 2022 18:53:10 GMT

@pgl Where are you located? In which province?

Re: mobile network not available

pgl — Mon, 24 Jan 2022 18:54:49 GMT

account status is active.

Re: mobile network not available

hTideGnow — Mon, 24 Jan 2022 18:55:19 GMT

HI @pgl do you have another phone to test out the PM SIM?

or another active SIM to test the phone?

Re: mobile network not available

JK8 — Mon, 24 Jan 2022 18:56:24 GMT

@pgl wrote:
account status is active.

Any area outages?

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

Re: mobile network not available

pgl — Mon, 24 Jan 2022 18:59:01 GMT

account is active

Re: mobile network not available

hTideGnow — Mon, 24 Jan 2022 19:00:59 GMT

HI @pgl are you in BC?

from another user:

Hi XXX, There has been a confirmed network issue for British Columbia regarding the outgoing calls. I will report this to our technical team and once the issue is fixed, you be able to make outgoing calls. I remain at your disposal. Have a lovely day! Respectfully yours,

Re: mobile network not available

mpfoodie_13 — Mon, 24 Jan 2022 19:40:43 GMT

Same issue in Dieppe, New Brunswick with 2 other people. I have contacted a CS Agent about the issue after trying various troubleshooting and will put me in touch with the engineering department. So far, there are only outages in BC.

I suggest you ask a CS agent to mention this to the engineering department/ have you transferred to them and have them verify about an outage in your area.

Re: mobile network not available

mpfoodie_13 — Mon, 24 Jan 2022 19:53:25 GMT

Same here. Account is active, yet, no dial tone and just hangs up when calling Public Mobile and non Public Mobile numbers. Sent a message to a CS Agent, tried troubleshooting by changing SIM card in another phone, taking out the SIM card for 2 min, adding it back in and turning the phone on again without any luck. I also tried changing the mobile network to from LTE/WDCDMA/GSM to WCDMA only (go in Settings, Connections, Mobile Networks and changed it in Network Mode) without success.

Same issue with 2 other people with Public Mobile in my area (Dieppe, New Brunswick). Someone else in the community from Alberta is having the same issue. The CS Agent is directing my issue to the engineering department. I'm thinking it might be an outage. The data works and sending/receiving message texts works as well for me.

Which area are you in? Does your data work and can you send/receive text messages?

Re: mobile network not available

hTideGnow — Mon, 24 Jan 2022 19:53:32 GMT

HI @mpfoodie_13 Yes, someone reported issue here with New Brunswick and Albert area but I still only see Telus status page showing BC with the issue only

Did you report the issue with PM Support ? Any reply from them?

Re: mobile network not available

mpfoodie_13 — Mon, 24 Jan 2022 19:56:50 GMT

Hi @hTideGnow ,

Yes, the issue has been reported to a CS Agent and mentioned the issue will be transferred to the engineering department. I should have an update by the end of the day.

Re: mobile network not available

hTideGnow — Mon, 24 Jan 2022 19:58:32 GMT

thanks @mpfoodie_13 Please pass on the update to us as well 🙂

Re: mobile network not available

mpfoodie_13 — Mon, 24 Jan 2022 23:07:22 GMT

@hTideGnow No update so far.

Re: mobile network not available

mpfoodie_13 — Tue, 25 Jan 2022 04:44:50 GMT

The issue is resolved.