topic Re: Account is disconnected in Get Support

Account is disconnected

Rumandap11 — Sat, 04 Feb 2023 15:02:16 GMT

Hi. I had just paid my account but it is still disconnected. How am I able to fix this?

Re: Account is disconnected

Handy1 — Sat, 04 Feb 2023 15:02:57 GMT

Auto pay can fail

To make payment and reactivate plan .. if you know PIN number you can *611 with a voucher and *611 no PIN needed otherwise log into self serve make manual payment and reactivate service and or update credit card if necessary

My account

Legend and features

Change plan / update cc /auto pay

Account #/ change # port /swap SIM

If you still have service and you plan renews today / tomorrow you can ignore this suspended notice

Re: Account is disconnected

HALIMACS — Sat, 04 Feb 2023 15:18:02 GMT

@Rumandap11

If you paid an amount equal to or greater than your plan value, try rebooting your device and resetting network connections first.

You may also want to make sure there are no network outages in your area by searching the TELUS outage map.

If that doesn't work, try the Lost / stolen trick. Log into self-serve and set your device as lost or stolen.

Log out, then log back in and remove that designation and reboot your device.

Does it work now?

Re: Account is disconnected

softech — Sat, 04 Feb 2023 15:24:53 GMT

@Rumandap11 did you pay via My Account or *611?

Try reboot the phone first and see if it works

Also, login to My Account using incognito mode again, check if the money you paid is in the Available Fund only.

And check Payment history to confirm if shows that you loaded the money and the money also used to renew the plan

Re: Account is disconnected

esjliv — Sat, 04 Feb 2023 15:40:02 GMT

@Rumandap11 - Disconnected? Disabled or Suspended, what is the actual message in your My Account?

OR, when you call 611 or # 1-855-478-2542 or # 1-855-4PUBLIC from another line?

If your account status says Active, log out of My Account and try:

restarting your phone
toggle into / out of airplane mode
remove and reinsert your sim card
can you try your sim into another phone to see if service work