topic Re: Plan is not active in Get Support

Plan is not active

Alicia06 — Thu, 18 Jan 2024 21:57:24 GMT

@CS_Agent My plan auto renewed Jan 8th now it's telling me that I don't have an active plan... I can't seem to get help from anyone to figure out what's going on. My data works just can't receive or make calls or send receive text messages

Re: Plan is not active

Dunkman — Thu, 18 Jan 2024 22:01:27 GMT

@Alicia06

What does your My account show? Active versus suspended status?

If account is active status, you can try to reboot phone. Network reset of phone (note: this will erase any saved Wifi password setting)

Re: Plan is not active

Alicia06 — Thu, 18 Jan 2024 22:10:04 GMT

My plan is active but I have reached my data limit.. I have bonus data is that why it's not working?

Everything is working except calls and text messages

Re: Plan is not active

HALIMACS — Thu, 18 Jan 2024 22:11:43 GMT

@Alicia06

Please dial 611 from the device with the Public Mobile SIM card in it.

What messaging is heard when you do this?

You might also want to try the SIM card in another device to ensure the issue is not device-related. While you're at it, also try the other person's SIM card in YOUR device to see if all their services works in it.

Doing this won't cause any issues, but it will troubleshoot the issue.

Re: Plan is not active

HALIMACS — Thu, 18 Jan 2024 22:14:18 GMT

@Alicia06 wrote:
My plan is active but I have reached my data limit.. I have bonus data is that why it's not working?
Everything is working except calls and text messages

Using plan vs bonus or added data would have no impact on your ability to call or text.

It's odd that your DATA works, but not calling or texting. To be certain, you've tried both outgoing and incoming calls and texts. And for texts, you mean SMS and not iMessage, correct?

Re: Plan is not active

Dunkman — Thu, 18 Jan 2024 22:15:20 GMT

@Alicia06 wrote:
My plan is active but I have reached my data limit.. I have bonus data is that why it's not working?
Everything is working except calls and text messages

@Alicia06

Are you on a 5G plan? With 5G speed plans, once your reach your limit, you will get unlimited throttled speed data. At the present time, bonus data add ons are not compatible with the 5 G plans since customers are throttled data.

Did you try to reboot? Network reset of phone?

You could also try the SIM card in another working phone. That will help determine whether hardware issue versus PM service problem.