topic Re: Network down in Ottawa? in Get Support

Network down in Ottawa?

BleakmoonCub — Tue, 01 Aug 2023 14:00:06 GMT

At some point between 11pm and 9am this morning, our phone registers no network coverage for my device and my family member's device. We are located in Ottawa and cannot receive/send texts or receive/make phone calls. Is anyone else experiencing this as well?

Re: Network down in Ottawa?

Handy1 — Tue, 01 Aug 2023 14:03:57 GMT

@BleakmoonCub

Outage map in your area:

https://istheservicedowncanada.com/

Adding can you log into your account or dial *611 are the accounts active or on hold ? @BleakmoonCub

Re: Network down in Ottawa?

softech — Tue, 01 Aug 2023 14:04:08 GMT

@BleakmoonCub

according to the Telus outage site, there is no outage in the Ottawa region at the moment

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

But if multiple phones in your household have the issue, likely it is a local outage

But is it still down ? Can you login to My Account (please use Incognito mode) to confirm if account is active

Try changing the network to 3G and see if the phones connect

Re: Network down in Ottawa?

BleakmoonCub — Tue, 01 Aug 2023 14:17:13 GMT

It is still down, yes, on both devices (two phones, two separate accounts, two separate payment plans and credit cards). We can both log in to our accounts and the subscriptions are active and paid for. Changing to 3g and 2g has no impact on either device, unfortunately.

Re: Network down in Ottawa?

softech — Tue, 01 Aug 2023 14:20:29 GMT

@BleakmoonCub

It is very likely a local network issues since both are down.

But try swapping sim, if it is only account issue, swapping sim would force a sim provisioning and could resolve the issue

If that does not help, message support to report network issue:

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

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