topic Re: Reactivated account - nothing works in Get Support

Reactivated account - nothing works

Brandee849 — Fri, 27 Jan 2023 16:02:44 GMT

Hi, I just reactivated my account and nothing works, can’t send receive texts or calls. It says out of minutes, account is active with proper plan, have done all the troubleshooting I found on this site, tried 2 phones. Nothing seems to work. It’s been 45 min since the account has been active. Please help!

Re: Reactivated account - nothing works

Handy1 — Fri, 27 Jan 2023 16:04:29 GMT

@Brandee849 Try rebooting the device

Re: Reactivated account - nothing works

softech — Fri, 27 Jan 2023 16:04:48 GMT

@Brandee849 did you use *611 or reactivate or login to My Account?

try to reboot the phone once again

Also, try login to My Account again using Incognito mode and make sure account status is Active

Re: Reactivated account - nothing works

hTideGnow — Fri, 27 Jan 2023 16:05:28 GMT

HI @Brandee849 reboot the device first.

Re: Reactivated account - nothing works

Yummy — Fri, 27 Jan 2023 16:06:52 GMT

Reboot your phone - turn it off, wait a bit, turn it on. Do not just reboot using phones 'reboot' button.

Re: Reactivated account - nothing works

esjliv — Fri, 27 Jan 2023 16:07:47 GMT

@Brandee849 - you say your My Account is showing Active status, and you tried your SIM card in two different phones, is that correct?

Log out of your My Account, and log back in through a tab in incognito mode or ensure to click the little circle refresh button to see the latest updated info.

Can you try gently cleaning the contact points of the SIM Card then reinsert it, that restart it.

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 issues persist, submit a ticket to CSA for assistance, perhaps something did not resume properly upon reactivation.

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them found here:

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

Re: Reactivated account - nothing works

Brandee849 — Fri, 27 Jan 2023 16:18:32 GMT

Tried all of suggestions above, still nothing

Re: Reactivated account - nothing works

Handy1 — Fri, 27 Jan 2023 16:20:49 GMT

@Brandee849 You may need to contact support then @esjliv has provided the link for you

Re: Reactivated account - nothing works

softech — Fri, 27 Jan 2023 16:25:13 GMT

@Brandee849 wrote:
Tried all of suggestions above, still nothing

@Brandee849 again, how you activate your plan ? *611 or via My Account?

and you have check the account status on My Account using Incognito mode?

Even if it show suspended, check any amount there in Available Fund. It could be the fund just sitting there and you need to click Reactivate my plan again