topic Re: Service not working in Get Support

Service not working

Castle57leroy — Wed, 30 Mar 2022 23:18:57 GMT

I cannot make calls or send texts. I make automatic payments. No payment is due.

Re: Service not working

Spudster — Wed, 30 Mar 2022 23:22:25 GMT

@Castle57leroy

If so, check to see if there are any outages on the Telus outage map.

https://istheservicedowncanada.com/status/telus

Failing that, try the following:

Reboot device
Remove the SIM card, then reinsert it

Re: Service not working

hTideGnow — Wed, 30 Mar 2022 23:29:15 GMT

@Castle57leroy Log onto My account and confirm what is the Account Status. Autopay could fail occasionally and it could be the reason why you have no service.

If account status is suspended, then make a manual payment using "Other" option (not Amount Due). Once payment completed , log out of My Account, and restart your phone and make test calls, it should work

Re: Service not working

BKNS27 — Wed, 30 Mar 2022 23:31:46 GMT

@Castle57leroy

More detail will be required to determine what is wrong.

Try rebooting your phone by power off then power the phone back on.

Did you just port over your old number to PM?

If so, did you reply with YES to the text with the old SIM in the phone from your previous carrier that you are porting over? There is a 90 minutes window for you to reply.

Re: Service not working

popping — Wed, 30 Mar 2022 23:33:59 GMT

@Castle57leroy

When was your last renewal date?

Is Public Mobile showing at the notification bar?

After trying the suggestions and no avail.

To eliminate the possibly of phone hardware issue, try your PM SIM card in another know working phone from your family member or friend and report result.

Re: Service not working

Castle57leroy — Thu, 31 Mar 2022 11:23:27 GMT

Thank you. I have had service for almost a tear with no problems. This problem just happened yesterday.

Re: Service not working

Castle57leroy — Thu, 31 Mar 2022 11:28:02 GMT

As far as I know, there is no renewal date. Public Mobile is showing. I have no one to try the SIM with.

Re: Service not working

Castle57leroy — Thu, 31 Mar 2022 11:31:25 GMT

Thank you. I am showing as active. No outages. Rebooted. SIM re inserted. Still no service. Only emergency calls.

Re: Service not working

Castle57leroy — Thu, 31 Mar 2022 11:33:10 GMT

Thank you. I am active. It says payment due Apr 4. No suspension.

Re: Service not working

softech — Thu, 31 Mar 2022 11:49:11 GMT

@Castle57leroy is there any error showing on the phone status? "No SIM", "SIM not provisioned", "No Network"? Any network status bars?

You said you cannot make calls and send text, how about incoming calls and texts, can you receive incoming?

Try to put your PM SIM on another phone and see if it works.

And is this a phone you bought from private sell or via carrier? Try to check if the phone is blacklisted here:

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

Re: Service not working

Luddite — Sun, 10 Apr 2022 19:15:31 GMT

@Castle57leroy Hopefully you have regained service.

Otherwise, given that you have autopay with a valid card, and paid in full, but have no service, you likely need assistance from the CSAs.

To get a ticket click https://widget.telus.tiia.ai/publicmobile/publicmobile.html and enter your question into SIMon. Invent prompts until you get to the Contact Us button, click it and a Submit Ticket button should appear. Click it then login and pick the topic, if needed, from the drop down menu. To confirm your ticket has been submitted, check the SENT box in your private messages; click the small envelope beside your avatar at top right on your screen.

While you're waiting check out the workarounds in this post: https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/SOLUTION-My-plan-has-enough-funds-but-will-not-renew-or-re/m-p/284552#M20518
Just in case response is very slow and the workarounds fail, engage a backup plan. Mine is usingfongo.com over wifi, but I think Textnow is currently slightly better as they include SMS.
If you encounter problems submitting a ticket, you can send a private message to Moderators here https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437, but this alternative method may have longer response time.