topic Re: Phone won’t work in Get Support

Phone won’t work

Karen28 — Fri, 19 May 2023 05:31:17 GMT

My husband’s phone won’t work, he can’t call out or get incoming calls

Re: Phone won’t work

hTideGnow — Thu, 18 May 2023 17:44:25 GMT

HI @Karen28

please ask your husband to reboot the phone first. And does the phone connected to the network after

Maybe test the phone in different places as well

Re: Phone won’t work

DDM69 — Thu, 18 May 2023 17:53:26 GMT

The more details you share the easier it will be for someone to help you.

Re: Phone won’t work

esjliv — Thu, 18 May 2023 17:53:28 GMT

@Karen28 wrote:
My husband’s phone won’t work, he can’t call out or get incoming calls

What other details can you provide us @Karen28 . Is your husband a brand new customer with an new activated SIM card, did he receive a new phone recently, has be been a customer for some time and this is 'all of a sudden'?

Until we know more, we are all just guessing.

Here are my guess for help. Try one or more of the below:

*removing your SIM, then reinserting it

*go into airplane mode, then going back to regular mode

*perform a reset network settings on your device

*try your SIM card into another compatible phone...this could rule out a device issue/setting.

*manually select the 3G / WCDMA ONLY network in your Mobile Connections area in your settings (temporarily) to see if that helps

*Is your phone locked? Contact your previous provider to unlock it for you. You will need your imei number, dial *#06# to get it.

*Check if your phone is blacklisted here: https://www.devicecheck.ca/check-status-device-canada/

Check for outages in your area:

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

https://istheservicedowncanada.com/status/telus

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

Re: Phone won’t work

BKNS27 — Thu, 18 May 2023 21:04:40 GMT

@Karen28

It sounds like a porting issue. Did he port his number over from another carrier recently?

If so, he needs to reply to the text with YES confirming he is porting his number over to PM with the old SIM in the phone. There is a 90 minute window to reply or porting will be cancelled.

If he didn’t reply or missed replying in the timeframe.

He needs to contact a CS_Agent to restart the porting process for him.