topic Re: Phone in Get Support

Phone

Mbkwfield — Fri, 06 May 2022 03:19:55 GMT

Had my phone almost year plan is paid has lots of credit it auto pays and the phone hasn't worked for over a week. Help

Re: Phone

dust2dust — Thu, 05 May 2022 14:57:41 GMT

Try devicecheck.ca to put that to rest.

Does your account show as active? Maybe the autopay failed. It's known to happen. Are you saying you have a balance in your Public account?

Re: Phone

softech — Thu, 05 May 2022 14:59:33 GMT

@Mbkwfield

Did you try your SIM on another phone? does it work?

where did you get the phone from originally? was it from private sell or via carrier? Check here to confirm if your phone is blacklisted:

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

Re: Phone

Yummy — Thu, 05 May 2022 15:37:11 GMT

How long do you have your phone?

Did you buy it new or used? Maybe it ended up in blacklist list?

Do you have handy another phone to test your SIM?

Was Last renewal successful?

If all fails, you are for new SIM card 😞

Re: Phone

JL9 — Thu, 05 May 2022 16:59:36 GMT

If you can swap sim in to another phone and it works you can determine if it's a device issue

Re: Phone

esjliv — Thu, 05 May 2022 20:25:56 GMT

@Mbkwfield - more information would be quite helpful here. Phone not working could be ManY things.

So what troubleshooting have you tried to see if the problem lies with the:

phone
account
SIM
network

Re: Phone

annabert — Thu, 05 May 2022 22:10:14 GMT

I'm having the same problem: just filed a support ticket. The problem on my end seems to be the SIM or some back-end change in the account configuration. I can send and receive text messages but can no longer make or receive calls. When a different SIM is put into the phone, there's no problem. When my SIM is put into a different phone, that phone stops being able to make or receive calls. (I'm also on autopay; all payments are up to date; had the phone for over a year.

Re: Phone

softech — Thu, 05 May 2022 22:17:06 GMT

@annabert wrote:
I'm having the same problem: just filed a support ticket. The problem on my end seems to be the SIM or some back-end change in the account configuration. I can send and receive text messages but can no longer make or receive calls. When a different SIM is put into the phone, there's no problem. When my SIM is put into a different phone, that phone stops being able to make or receive calls. (I'm also on autopay; all payments are up to date; had the phone for over a year.

@annabert Glad you already filled submit a ticket.

While you wait for an answer from them, try to change your Preferred network to 3G ONLY / WCDMA ONLY and see if it works.

If still fails, when PM Support replied you , ask them to try re-provision your SIM

And remember PM support reply via the Community inbox on the top right. keep checking there.