topic Re: Service issues in Get Support

Service issues

VivianeS — Fri, 30 Jun 2023 13:13:27 GMT

Hi,

I got a new phone two days ago and had no trouble using it yesterday. Today, however I had no data after waking up. I tried calling, which also didn't work. On the top it shows the bar for network connection. Restarting the phone, airplane mode off and on didn't work. I would prefer norlt to reset network settings if possible. On my app it shows my current subscription but nothing about activity. I was trying to check if my payment went through but I use my phone umber to sign in to my online banking, which I'm not receiving now.

Re: Service issues

softech — Fri, 30 Jun 2023 13:19:21 GMT

@VivianeS

Try to change your Preferred network or Network type to 3G Only or WCDMA Only and see if it helps

Also, which area you are in?

there is major outage for Telus at the moment for Eastern Canada and BC

honest, it has been since 28th and network has been on and off. Leave the Preferred network type to 3G for now if it works. If still does not work, reboot every 30 mins

https://www.telus.com/outages

Degradation of wireless voice services in Eastern Canada and British Columbia
Start Time: June 28, 1:00 PM
Last Updated: June 30, 2:00 AM
Impacted services: Mobile - Voice
Cause: Under investigation

Details
We apologize, TELUS services are currently experiencing a disruption impacting mobile devices, which may affect your ability to reach emergency (911) services.

Re: Service issues

VivianeS — Fri, 30 Jun 2023 13:28:10 GMT

Thank you for your suggestions! I am in the Edmonton area, so I shouldn't be affected by the outage. I tried changing the network type and it didn't help. Trying to make a call doesn't even go through. I am a little frustrated since I'll need my phone for work later 🫣

Re: Service issues

softech — Fri, 30 Jun 2023 13:31:26 GMT

@VivianeS

Did you check if your account status is active? To avoid browser cache confusing, please login My account using Incognito mode to confirm account status

If it shows On Hold (Suspended) , then it is a payment issue. Click "Pay Now and Resume Services" to make a manual payment

If it shows active,

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 issues

VivianeS — Fri, 30 Jun 2023 13:34:00 GMT

My subscription doesn't show active nor inactive just that my payment period ends today. I just reset my network settings which also didn't help. I was driving earlier and I didn't have any service in other areas either.

I dont have access to another phone at the moment

Re: Service issues

VivianeS — Fri, 30 Jun 2023 13:40:30 GMT

I just found an old phone and tried it out with that one. The issue doesn't seem to be the phone.

Re: Service issues

softech — Fri, 30 Jun 2023 13:45:33 GMT

@VivianeS wrote:
My subscription doesn't show active nor inactive just that my payment period ends today.

@VivianeS

if could be an payment issue. Does it show ON HOLD? if so, account is suspended, it is payment renewal problem

FYI, if the cycle date shows - May 31 - Jun 30, that would meant today is the new cycle start date and PM should get money from your CC today

Re: Service issues

VivianeS — Fri, 30 Jun 2023 13:55:45 GMT

Alright, it's fixed now!

So it didn't say anything about inactive or expired until I went to my rewards. There it showed me that my subscription expired. So after I picked another one paid for it everything is back to normal! So thank you for your help. And to everyone else. Check the rewards section as well!