topic Re: no sevice in Get Support

no sevice

jtrohak — Thu, 05 Jan 2023 22:50:11 GMT

reset my phone, pulled sim, lost or stolen phone, reactivated. ive done everything and i have no service. the auto pay didnt pull fund my account so i funded it the day after it was going to renew. Please help! thanks

Re: no sevice

Handy1 — Thu, 05 Jan 2023 13:30:19 GMT

@jtrohak @You might wanna reach out to support assistance in this case

Getting help from agent , through automation

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to our Agents. Click here to get started.

Or get direct help from a agent right here in the community ( my preferred choice )

Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work

Re: no sevice

esjliv — Thu, 05 Jan 2023 13:34:58 GMT

@jtrohak - what does the status of your account say..ACTIVE or Suspended?

If you have no services and your account is Suspended, and it is past your renewal, maybe your autopay failed?

Add Funds, manually (which is sounds like you did!), to your owing amount or more, through My Account (or by calling 611 if you have a card registered), then select to reactivate/resume services if it does not automatically do so.

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

Or try

Go to “Profile” TAB
Select "Lost or Stolen Phone" TAB
Select "Suspend service" BUTTON
Then, Select Resume/Reactivate Service
Log off your account. Log back in. Reboot your phone.

If this was an Autopay failure, I would let the Customer Support Agents (CSA) know.

If you have no services and your account is ACTIVE, try:

remove the SIM card and try it into another phone to see it if works
Check if your phone is blacklisted here: https://www.devicecheck.ca/check-status-device-canada/

Re: no sevice

softech — Thu, 05 Jan 2023 14:13:42 GMT

@jtrohak did you check using Incognito mode and confirm if your account is currently ACTIVE? Yes, you have add fund to it, wonder if PM system took the money and apply for renewal.

Please check again Using Incognito mode and also confirm it on Payment page, it will show how PM used the fund