topic Plan is no longer functioning in Get Support

Plan is no longer functioning

NoahShearouse — Tue, 03 May 2022 18:45:24 GMT

About a week before my monthly plan was renewed, I was suddenly no longer to either text or use data. I had not used up all my data for the month. It seems as though my main account has been disabled because I am not able to log in to it at all.

Re: Plan is no longer functioning

dabr — Tue, 03 May 2022 19:09:58 GMT

@NoahShearouse When was your payment date and when was the last payment made?

Re: Plan is no longer functioning

JL9 — Tue, 03 May 2022 19:51:36 GMT

you can check devicecheck.ca to see if your device is blacklisted, because if you are in mid plan and this doesn't have to do with a renewal it may have to do with something like that.

Re: Plan is no longer functioning

esjliv — Wed, 04 May 2022 02:56:23 GMT

@NoahShearouse - log into self serve and see if the status is showing Active or Suspended, but if you cannot..call 611 from your device or 1-855-478-2542 from another line to access your account info. to obtain the status.

For your Self Serve access, try opening a tab in incognito mode or use a different browser to log into self serve.

And, try using the Forgot your password option to see if that allows you to reset it.

If still issues, as CSA to see what may be happening to 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

What other troubleshooting have you tried to get services back, any of the below...?

*turn off your phone, then reboot

*removing your SIM, then reinserting it

*go into airplane mode, then going back to regular mode

*perform a reset network settings on your device

*try your SIM card into another compatible phone for a few days to see if the issues are the same...this could rule out a device issue/setting.

*manually select the 3G / WCDMA ONLY network in your Mobile Connections area in your settings (temporarily) for dropping or unable to make incoming/outgoing calls

*Is your phone locked? Contact your previous provider to unlock it for you. You will need your imei number, dial *#06# to get it.

Re: Plan is no longer functioning

NoahShearouse — Wed, 04 May 2022 21:52:20 GMT

Payment date is every month at the end of the month, and the last payment was at the end of March. The plan did function part way into April.

Re: Plan is no longer functioning

esjliv — Thu, 05 May 2022 00:29:07 GMT

@NoahShearouse - Plans are 30 days here. So payment date will not always be at the end of the month.

Did you check what you account status says, what does it say?

As JL9 suggested did you check if you phone was put on the blacklist, check here: https://www.devicecheck.ca/check-status-device-canada/

Does services issues continue when you try your SIM into another phone?

If after all troubleshooting, check the last 4 digits of your SIM card and then log into your self serve and go to the Change SIM card option under My Profile section and ensure the digits listed there match.

Check for outages in your area:

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

https://istheservicedowncanada.com/status/telus

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

Otherwise, submit a ticket with CSA by methods provided above to check your account.

Re: Plan is no longer functioning

NoahShearouse — Thu, 05 May 2022 15:01:23 GMT

The SIM card works in other phones, but other SIM cards also work in my phone...

I also can't log into my self serve account because it's disabled.

It isn't an outage because it did work in the other phone and also because it's been malfunctioning for nearly a week now.

Re: Plan is no longer functioning

softech — Thu, 05 May 2022 15:03:57 GMT

@NoahShearouse wrote:
The SIM card works in other phones, but other SIM cards also work in my phone...

@NoahShearouse

So, it is a device issue with the PM SIM there

What kind of phone is that?

Try to do a network reset

for your self serve account disabled, wait a full hour and try again.

If still fails, open a ticket with PM Support to reset the login:

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

**Start with typing "Forgot Login Information", click "Contact Us", click "Click here to submit a ticket".

2. Or Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply you there

Re: Plan is no longer functioning

NoahShearouse — Thu, 05 May 2022 15:06:30 GMT

The phone is an LG K32 provided by Public Mobile. The SIM card came with the order. How do I do a network reset?

It's been much more than an hour that the account has been disabled, it's been days.

I am currently in a private message conversation with the CS Agent and things haven't been solved yet.

Re: Plan is no longer functioning

softech — Thu, 05 May 2022 15:09:47 GMT

@NoahShearouse Yes, LG phone usually needs a network reset to be able to use in PM

Check this link:

https://support.bell.ca/mobility/smartphones_and_mobile_internet/lg-smartphone.how_to_reset_the_network_settings#:~:text=Touch%20System.-,Note%3A%20make%20sure%20Settings%20is%20in%20list%20view%20by%20touching,dots)%2C%20then%20List%20View.&text=Scroll%20to%20and%20touch%20Restart,to%20and%20touch%20Restart%20%26%20reset.&text=Scroll%20to%20and%20touch%20Network%20settings%20reset.

If it still fails, you might even need to do a factory reset. But make sure you backup everything first

Re: Plan is no longer functioning

NoahShearouse — Fri, 06 May 2022 00:59:32 GMT

Thanks for your responses everyone but the problem is now resolved.

Re: Plan is no longer functioning

softech — Fri, 06 May 2022 01:03:20 GMT

@NoahShearouse What did you do in the end? Network reset ?

Re: Plan is no longer functioning

NoahShearouse — Fri, 03 Jun 2022 01:00:07 GMT

I just messaged with the CS Agent and they fixed it on their end