topic Re: Phone not working in Get Support

Not working

49 — Wed, 25 Oct 2023 02:53:12 GMT

My phone is not working

Re: Not working

esjliv — Wed, 25 Oct 2023 02:56:15 GMT

@49 - oh gosh, could be many things. What more can you tell us please? Are you a newly activated customer or have been a customer for some time and this is an all of a sudden thing?

I'll suggest basic troubleshooting, try one or more of the below:

*turn off your phone, leave off for a few minutes, then reboot

*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) for dropping or unable to make incoming/outgoing calls

*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/

Re: Not working

BKNS27 — Wed, 25 Oct 2023 08:56:32 GMT

@49

Check for outage in your area:

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

Also, dial 611 or 1-855-4PUBLIC to check on status of your account. It could be suspended due to late payment.

Re: Not working

49 — Wed, 25 Oct 2023 17:33:31 GMT

Been a customer for over a year

Re: Not working

dust2dust — Wed, 25 Oct 2023 17:40:16 GMT

Is this how you interact with all technical support call centres? (no this is not a call centre) Short meaningless sentences? The first reply gave you a bunch of ideas, did you try any of them?
More information is needed for us to help you. We can't read your mind. And nor do we have account access. But we have lots of ideas to try to get you on your way. We just need to know details of the problem.

Phone not working

49 — Wed, 25 Oct 2023 17:55:00 GMT

when I make a phone call it will not connect and I get a message saying that I do not have US add-on for roaming. I live in British Columbia. I don’t need US roaming being a customer for over a

Re: Phone not working

will13am — Wed, 25 Oct 2023 18:06:26 GMT

@49 , that message is an indication that your account is in suspended status. Did you have a renewal recently that did not complete? Check your online account.

Re: Phone not working

dust2dust — Wed, 25 Oct 2023 18:06:51 GMT

Is your account currently active? Does this happen with all calls or just one? If just one, are they with Public and is their service currently active? If others, are they currently active? And finally, are you near the border and did you get a text saying welcome to the US?

Re: Phone not working

ShawnC13 — Wed, 25 Oct 2023 18:07:22 GMT

Are you close to the border? You could turn off Roaming in your settings so that it won't try to connect to a US tower

Re: Phone not working

esjliv — Wed, 25 Oct 2023 18:15:23 GMT

@49 - I recall this messaging happening to people and they needed Public Mobile customer support to fix their account. So if you are not affected by some of the suggestions already mentioned, then submit a ticket to CS_Agent to let customer support know about your issue.

Re: Phone not working

hairbag1 — Wed, 25 Oct 2023 18:17:30 GMT

@49

I have the same message at various spots along the highway in the Interior. When near Grand Forks or near Rossland for example. If travelling, just try again in a few minutes or select PM as preferred network in Settings.

Re: Phone not working

49 — Wed, 25 Oct 2023 19:12:42 GMT

Trying to but no response

Re: Phone not working

dust2dust — Wed, 25 Oct 2023 19:25:37 GMT

Again, are your services active? Is the call recipient you're trying to call active? Can you real sms text in and out? Can you accept calls? Can you browse the internet not on wifi?

Re: Phone not working

esjliv — Wed, 25 Oct 2023 19:31:23 GMT

@49 wrote:
Trying to but no response

Trying what @49 ?

I see you posted an issue yesterday. If you submitted a ticket already to CS_Agent, then poke them about it.