topic Re: no service in Get Support

no service

trascott — Mon, 27 Jun 2022 12:24:46 GMT

i upgraded to unlimited Canada Us service and upon entering Canada I have no service of any kind

Re: no service

MrSpock — Mon, 27 Jun 2022 12:32:52 GMT

@trascott hi you just came back to Canada or did you just enter US? without a roaming package your service will not work in the States if you just came back to canada try to reseat your sim and reboot phone

Re: no service

esjliv — Mon, 27 Jun 2022 12:32:47 GMT

@trascott You were outside of Canada, and now you are back in Canada?

First, does it show ACTIVE in your self serve account?

If Active, try:

restart your phone
toggle into and out of airplane mode
remove the SIM card and try it into another phone to see it if works; then insert it back to your own phone
perform a Reset of the device's Network Settings
Check for outages in your area:

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

https://istheservicedowncanada.com/status/telus

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

If it is Suspended status, you will need to make a manual payment

If your plan still does not reactivate / resume and it shows $0 owing, try adding a $1 top-up payment.

Or try

Go to “Plan and Add-Ons” TAB
Select "Lost/Stolen Phone" TAB
Select "Suspend Service" BUTTON
Then, Select Resume/Reactivate Service
Log off your account. Log back in. Reboot your phone.

If still issues reactivating the plan, ask CSA for assistance.

Public Mobile Representatives customer support agents (CSA) can be contacted by either two methods, found here:

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

Re: no service

Dunkman — Mon, 27 Jun 2022 12:35:51 GMT

@trascott

More details would be helpful. Is your account status active or suspended presently? How long were you away from Canada? Was your account active or suspended while you were away?

You could try you SIM card in another working phone. That would hslp determine whether hardware/phone issue versus PM service problem.

A few basic troubleshooting advice:

Reboot phone

Network reset of phone

Remove SIM card and put back again.

Re: no service

hTideGnow — Mon, 27 Jun 2022 14:37:40 GMT

HI @trascott

So, the phone status is not even showing connected to Public Mobile?

Make sure you change the Network Selection from any US provider (maybe you used the phone there earlier) to either Automatic or manually select Public Mobile. Manual select would be better