topic Public Mobile Down? in Get Support

Public Mobile Down?

btb1100 — Fri, 20 Jan 2023 07:03:29 GMT

Been out of cell service for a week. Tried logging onto the website via computer and mobile, both times it said my password was incorrect. Tried resetting password multiple times only to get the same error over and over saying currently unavailable asking me to try again later. Locked out my account, No service, but still being charged.

Re: Public Mobile Down?

darlicious — Thu, 19 Jan 2023 10:20:34 GMT

@btb1100

Do you have a telus account? Do you save your login? Clear your browser on your computer. Close it. Reboot. Open on tab only. Use secret/incognito mode. Log in but don't click enter right away in case it logs you in anyways. If not then click enter.

Call 611 from your phone and find out your account status. Active? Suspended? When is/was your renewal?

Re: Public Mobile Down?

HALIMACS — Thu, 19 Jan 2023 12:29:03 GMT

@btb1100

What do you hear when you dial 611 from your device? It will tell you the status of your account when dialling this.

If it states suspended or inactive, purchase a public mobile payment voucher (available from many locations) and apply it through 611.

Make sure to purchase a voucher with the face value at least equal to your plan amount.

Re: Public Mobile Down?

esjliv — Thu, 19 Jan 2023 13:27:48 GMT

@btb1100 - you have had no service for a week?! Is there anyone else experiencing mobile issues near you? Check for outages in your area:

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

https://istheservicedowncanada.com/status/telus

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

Have you tried 1 or more of the below ?

restart your phone
toggle into and out of airplane mode
perform a Reset of the device's Network Settings
move your sim card to another phone to see if services works
manually select the 3G / WCDMA ONLY network in your Mobile Connections area in your settings (temporarily) to see if services work

As for the login issues, if you have been active (had services) within 90 days and have not ported out to another provider, and you are trying to login using another device or browser (with still issues) you can submit a ticket to CSA to see what is up with your account. Ongoing login issues being reported, so hopefully, this is just a cache/browser issues.

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