topic Re: my phone doesn't work in Get Support

MY PHONE DOESN'T WORK FROM YESTERDAY

chujiawang — Wed, 20 Apr 2022 21:43:47 GMT

Hi,

My phone doesn't work and it shows Mobile network not available. why?

Re: MY PHONE DOESN'T WORK FROM YESTERDAY

JK8 — Wed, 20 Apr 2022 21:46:37 GMT

@chujiawang

Log into your self service Account and see if your status is Active?

Re: MY PHONE DOESN'T WORK FROM YESTERDAY

computergeek541 — Wed, 20 Apr 2022 21:46:15 GMT

@chujiawang wrote:
Hi,
My phone doesn't work and it shows Mobile network not available. why?

This could be a temporary network problem. Start off by rebooting your phone if you haven't already tried that. Also, check the status of your device's IMEI at devicecheck.ca.

Re: MY PHONE DOESN'T WORK FROM YESTERDAY

hTideGnow — Wed, 20 Apr 2022 21:46:58 GMT

Hi @chujiawang did you try reboot your phone? how about putting your SIM on another phone to test?

did you login to My Account and see if the status is Active or not?

and check the Telus status page to see if there is any outage :

https://www.telus.com/en/bc/outages?linktype=ge-footer

Re: MY PHONE DOESN'T WORK FROM YESTERDAY

chujiahan — Wed, 20 Apr 2022 21:53:04 GMT

Yes, I did it. There was no message in Red.

Re: MY PHONE DOESN'T WORK FROM YESTERDAY

chujiahan — Wed, 20 Apr 2022 21:54:33 GMT

Yes. I did it. and I tried to pay more money in my account. The button in the payment page didn't work.

Re: MY PHONE DOESN'T WORK FROM YESTERDAY

chujiahan — Wed, 20 Apr 2022 21:57:16 GMT

I didn't any information about my area zone.

Re: MY PHONE DOESN'T WORK FROM YESTERDAY

JK8 — Wed, 20 Apr 2022 21:58:36 GMT

@chujiahan

What does it say? Active? Expired? Suspended?

When is your renewal date?

Re: MY PHONE DOESN'T WORK FROM YESTERDAY

softech — Wed, 20 Apr 2022 21:59:25 GMT

@chujiawang if you have another phone around, put the PM SIM there to test

Also, check if your phone is blacklisted just in case:

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

Re: MY PHONE DOESN'T WORK FROM YESTERDAY

esjliv — Wed, 20 Apr 2022 23:07:34 GMT

@chujiawang wrote:
Hi,
My phone doesn't work and it shows Mobile network not available. why?

@chujiawang - Try:

toggling into and out of airplane mode
removing your SIM card from your device, then gently reinserting it, then restart your phone
perform a reset of your device's network settings

If the SIM card does not work in another compatible phone, and there are no network outages reported in your area and your account status is active, ask CSA to look into your account.

Methods to submit tickets to Public Mobile Customer Support Agents (CSA) found here:

https://www.publicmobile.ca/en/ns/get-help/articles/contact-an-agent

Re: MY PHONE DOESN'T WORK FROM YESTERDAY

chujiawang — Thu, 21 Apr 2022 01:06:16 GMT

I have tried to swap the SIM with another phone and it was same not work with the phone, mobile network not available.

Re: MY PHONE DOESN'T WORK FROM YESTERDAY

esjliv — Thu, 21 Apr 2022 01:15:16 GMT

@chujiawang - have you checked for outages in your area?

And, most importantly, are you a current customer ( @chujiahan , same person ?)

You must have have activated a SIM card either in-store or online. You can activate here, if you have not activated yet:

https://publicmobile.ca/en/on/portal/activation

If you did activate, can you tell us your account status showing on your self serve account, log in here to check: https://selfserve.publicmobile.ca/Overview/

If you are in Active status and still no services after using your SIM into another compatible phone, submit a ticket to CSA for assistance to check on your account.

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

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

my phone doesn't work

chujiawang — Fri, 22 Apr 2022 03:07:14 GMT

my phone doesn't work. how to fix it?

Re: my phone doesn't work

JL9 — Thu, 21 Apr 2022 23:39:13 GMT

We are going to need a lot more info than that to narrow down the potential issue and diagnose solutions. What isn't working exactly?

Re: my phone doesn't work

BKNS27 — Thu, 21 Apr 2022 23:40:47 GMT

@chujiawang

Could we get more details of what you have done so far?

Are you new member porting your old number over to PM?

Did you pick a new number?

Or are you an existing customer?

Is this a new phone?

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

Re: my phone doesn't work

dust2dust — Thu, 21 Apr 2022 23:40:20 GMT

So none of the ideas from the other day did anything?

https://productioncommunity.publicmobile.ca/t5/Get-Support/MY-PHONE-DOESN-T-WORK-FROM-YESTERDAY/td-p/814650

Re: my phone doesn't work

HALIMACS — Thu, 21 Apr 2022 23:48:55 GMT

It seems you've been given a lot of advice @chujiawang , yet you still have phone issues.

I'd recommend you take your device to a TELUS store and seek their assistance - you may just find an empathetic TELUS employee who may give you the time toward helping to resolve the issue.

If you haven't tried all the following, try them first:

Toggle airplane mode off.
Power OFF your device, wait 1 minute, turn on and check for signal bars.
Check on account self-serve that your account status is "Active".
Make sure the device is not locked to a different carrier.
Make sure you’re in a covered area and there are no cellular outages.
Change Wi-Fi calling preferences to Cellular Preferred or Cellular Only.
Set network mode to Auto.
Reset network settings.
Update device software to latest version.
Perform a manual network selection.
Check that SIM card number matches the SIM card number in your phone. Look under your "My Profile" section in the Change SIM card section & note the last 4 digits of the SIM card, then remove the SIM from your device and ensure they match.

Re: my phone doesn't work

darlicious — Thu, 21 Apr 2022 23:59:40 GMT

@chujiawang

Going by your other thread it sounds like your autopay failed and you have still been unable to pay your plan amount to reactivate your plan.

Clear your browser.
Reboot your device.
Open one tab only.
Use secret/incognito mode.
Firefox, chrome, safari or Microsoft Edge work best.
Log into your self serve account.
Check your account status. Is it active or suspended?
If suspended go to "Make a payment".
Make a manual top up payment that will cover or exceed your plan amount by choosing "other amount".
Confirm and submit your payment.
Be patient it can take a minute or so to process. Clicking submit again can cause a double top up payment.
Your plan should automatically reactivate once your payment is confirmed.
Log out and reboot your phone.

If your payment lands in your available funds only come back to the community to report in and we can give you the troubleshooting method to force payment thru to reactivate your 30 day plan.

To contact customer support click below:

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

To pre-verify your account include in your private messaging only your full name, address, email, phone # and 4 digit acct pin #.

Re: my phone doesn't work

Yummy — Fri, 22 Apr 2022 00:10:02 GMT

@chujiawang wrote:
my phone doesn't work. how to fix it?

Good one.

Doctor, I have a pain. What is wrong with me????!!!!

Give us more DETAILS

Re: my phone doesn't work

hTideGnow — Fri, 22 Apr 2022 01:21:00 GMT

HI @chujiawang

First rule, Reboot Reboot Reboot 🙂

check My Account and see if it is Account status

Try voice call, text , Mobile Data and see if all not working?

Put your PM SIM in another phone and see if it works

Lastly, CS Agent is your friend, open a ticket with them.