topic Re: My account is disabled...I don't understand why in Get Support

My account is disabled...I don't understand why

Xavier86 — Sat, 04 Jun 2022 19:14:45 GMT

My account is disabled. On June 1, 2022 my phone plan was working after that I have not been able to text or call.

Re: My account is disabled...I don't understand why

iliketotalk — Sat, 04 Jun 2022 19:20:07 GMT

@Xavier86 @Hi check in your self serve account to see if it’s active or suspended if it is suspended check for reactivate button , take out sim reseat it and reboot

Re: My account is disabled...I don't understand why

dust2dust — Sat, 04 Jun 2022 19:36:49 GMT

What recording do you get when you dial 611? Did you possibly deal with a credit card fraud recently? Also try devicecheck.ca just in case.

Adding - and can you try the sim in another phone. (I edited before seeing the below reply)

Re: My account is disabled...I don't understand why

esjliv — Sat, 04 Jun 2022 19:35:52 GMT

@Xavier86 - if your plan is suspended, did you past your renewal date, possible autopay failure? In this case, make a manual payment equal to or more of the owing amount, then reactivate the account.

If active, try your SIM card into another working phone. Do you have services (text/phone/data..)? Reinsert your SIM card into your phone, do services work now?

If not try a reset of your network settings on your phone.

Maybe try checking if your phone is blacklisted here: https://www.devicecheck.ca/check-status-device-canada/

Re: My account is disabled...I don't understand why

BKNS27 — Sun, 05 Jun 2022 00:07:16 GMT

@Xavier86

There might be a Telus outage in your area.

What do you mean by your account is disabled? You can’t get into your account?
If this is the case, clear your cache, cookie and go incognito then login and click Forgot Password and answer security question.

If your account is Active then there might be a Telus outage. Check your area:

https://istheservicedowncanada.com/status/telus/map

Re: My account is disabled...I don't understand why

softech — Wed, 08 Jun 2022 17:29:09 GMT

@Xavier86 So, the service disconnection is related with the chargeback then...