topic Re: Emergency calls in Get Support

Emergency calls

Awheeler0428 — Wed, 20 Apr 2022 19:18:06 GMT

My phone switched to emergency calls. Can't login into my account either. Made my payment on the 16th for my monthly plan. Very frustrating, anyone else having issues?

Re: Emergency calls

JK8 — Wed, 20 Apr 2022 19:21:31 GMT

@Awheeler0428

Try rebooting and reinstalling SIM card. Can you try your sim in another unlocked phone?

Re: Emergency calls

softech — Wed, 20 Apr 2022 19:21:44 GMT

@Awheeler0428 if you use a landline and call 1855-4PUBLIC, then enter your number, what does it say? Just want to confirm your account is either Active or Suspended and we can further advise

Re: Emergency calls

dabr — Wed, 20 Apr 2022 19:23:17 GMT

@Awheeler0428 What plan are you on? If you're on the $15 plan, perhaps the outgoing minutes (100) have been exhausted and you would need to purchase the 500 minutes for $5 to enable calling.

Re: Emergency calls

dust2dust — Wed, 20 Apr 2022 19:24:07 GMT

Did you possibly see a charge from Koodo sometime along the way and did a chargeback on that?

Re: Emergency calls

Awheeler0428 — Wed, 20 Apr 2022 19:30:52 GMT

That number does not work anymore and it is definitely a public mobile issue as I tried the sim in another phone and it does not work, I also tried another sim in my phone and it works.

Re: Emergency calls

JK8 — Wed, 20 Apr 2022 19:35:20 GMT

@Awheeler0428 wrote:
That number does not work anymore and it is definitely a public mobile issue as I tried the sim in another phone and it does not work, I also tried another sim in my phone and it works.

Contact a CSA.

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

Re: Emergency calls

BKNS27 — Wed, 20 Apr 2022 19:38:50 GMT

@Awheeler0428

It sounds like your account is suspended.

How did you make your payment? Are you on AutoPay?

There was a glitch with AutoPay on April 1.

You should definitely contact a CS_Agent to look into your payment and your login issue by SIMon Chatbot or private messaging on this Community page.

Re: Emergency calls

hTideGnow — Wed, 20 Apr 2022 20:02:22 GMT

@Awheeler0428 wrote:
That number does not work anymore and it is definitely a public mobile issue as I tried the sim in another phone and it does not work, I also tried another sim in my phone and it works.

Hi @Awheeler0428 how long you were not able to use the service? Were you able to still use it right after April 16 when you renewed? I hope you are you victim of SIM fraud or your number didn't got port away

I would open a ticket with CS Agent and have them to check your account and advise, message them at:

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

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

Re: Emergency calls

Awheeler0428 — Wed, 20 Apr 2022 20:07:36 GMT

Yes I’ve been using it until around 1pm today and then it went to emergency calls only. Makes no sense as I did not get a text or anything if it was a port out….this is a little ridiculous if you ask me

Re: Emergency calls

hTideGnow — Wed, 20 Apr 2022 20:11:18 GMT

@Awheeler0428 wrote:
Yes I’ve been using it until around 1pm today and then it went to emergency calls only. Makes no sense as I did not get a text or anything if it was a port out….this is a little ridiculous if you ask me

HI @Awheeler0428 You cannot login My Account? was that because you forgot the login id and password or you just suddenly cannot access My Account even you are 100% sure the login? As I said, I just worry, your number got ported away or SIM fraud.

Try to call yourself from a landline to see if it goes to your voicemail or it says no service

Re: Emergency calls

Awheeler0428 — Wed, 20 Apr 2022 20:12:41 GMT

It rings when I call it from another phone and I have my login automatically saved and it will not log in. Also will not let me reset my password either….

Re: Emergency calls

hTideGnow — Wed, 20 Apr 2022 20:15:44 GMT

@Awheeler0428 don't wait , open a ticket with PM. That does not sound right. Hope it is not your account got compromised

Also, did you reverse any Koodo or PM charge on your credit card?

Re: Emergency calls

dust2dust — Wed, 20 Apr 2022 20:27:28 GMT

Maybe another way to ask about the credit card is, did you recently deal with problems or fraud on your credit card?

Re: Emergency calls

HALIMACS — Thu, 21 Apr 2022 00:13:45 GMT

@Awheeler0428

Check this:

Note the last four digits represented on the account for the registered SIM card.

Now physically take the SIM card out of your device and look at the last four digits of the SIM card.

Do these two sets of numbers match?

Re: Emergency calls

esjliv — Thu, 21 Apr 2022 02:01:58 GMT

Good thing to check @HALIMACS , but I think OP could not log into their account...although maybe they got in since their last post a few hours ago.

@Awheeler0428

Have you checked for outages in your area:

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

https://istheservicedowncanada.com/status/telus

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

You could also try manually select the 3G / WCDMA ONLY network in your Mobile Connections area in your settings (temporarily); does this help with services?

~~And to be sure, check if your phone is not blacklisted here: https://www.devicecheck.ca/check-status-device-canada/~~

edit - whoops, you did the test with another SIM in your phone, and it works...scratch out above then.