topic Re: Service in Get Support

Service

Olli — Mon, 05 Jun 2023 14:28:24 GMT

Can’t make or receive calls

Re: Service

Handy1 — Mon, 05 Jun 2023 14:30:33 GMT

@Olli Did you just join PM if so first try to reboot the phone … if tat doesn’t work ask support to reset your account on the back end

Message support directly

while your already here and logged in the community

you can send a private message To CS_Agents by clicking >>>>>>>>here.

Get support by starting a conversation with virtual Chat box >>>>>>. Click here

Re: Service

softech — Mon, 05 Jun 2023 14:34:44 GMT

@Olli

Does data work? Text?

Did you check if your account status is active? Please login My account using Incognito mode to confirm account status

If it shows active, first try to reboot the phone

If that does not work, change the Preferred network type or network mode to 3G only and see if it works

Try to click Reset All Networks and see if it helps

and do you have another phone to test the PM sim ? just to make sure it is not a device problem. Also, that can force a sim card re-provision and it could resolve the problem

Also, try the phone in another area if possible, it could be just a local network outage

Re: Service

BKNS27 — Mon, 05 Jun 2023 14:34:13 GMT

@Olli

Check to see if there is an outage in your area:

https://istheservicedowncanada.com/status/telus/map

Re: Service

Geo4 — Mon, 05 Jun 2023 14:49:38 GMT

Happened to me last week, couldn't make/receive calls nor send/receive text. It was because my bank locked my CC due to fraud. Had to log onto my account and change payment method.

BUT now I would not be able to log onto my account to change payment method, because I would not receive the EverSafe confirmation code. WTF?

Re: Service

softech — Mon, 05 Jun 2023 14:53:45 GMT

@Geo4

Try this

ry these workarounds, it could bypass the SMS in linking My Account with EverSafe ID

Reset your password to self service account. Once reset, sign in again with new password. Might be able to receive 2FA via email instead to gain access.
(!!!You will need to click Resend Code and then Send email to trigger the 2FA to email)
Potential workaround (for some): If you don't have access to SMS OTP, try entering an incorrect OTP code 4 times. For some individuals, this is giving the option of an email instead.

If none of those workarounds helps, please open ticket with support and have them to help in this situation:

Private message CS agent at

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply to you there

Re: Service

Geo4 — Mon, 05 Jun 2023 14:59:56 GMT

I did that and when I tried to log on it sent me a confirmation text number to enter. If my service was on hold due to non payment I could not receive the code via text

Re: Service

softech — Mon, 05 Jun 2023 15:02:29 GMT

@Geo4 you have this option?

Re: Service

Geo4 — Mon, 05 Jun 2023 17:56:41 GMT

That Worked! Thank you for your assistance

Re: Service

softech — Mon, 05 Jun 2023 17:57:43 GMT

@Geo4 happy that helps. That is what the Community for. Help and Share