topic Re: Restore service in Get Support

Restore service

S1234 — Mon, 05 Feb 2024 10:33:11 GMT

How long do it take to restore service? I have been days now and still nothing.

Re: Restore service

Phil_Adelphus — Mon, 05 Feb 2024 11:32:36 GMT

@S1234 More info would help, is this a general Telus/Koodo/Public Mobile network outage, an issue with your account (e.g. did auto-pay fail and the account is suspended)? If it's the former nobody here will know as we're all customers like you. If it's an auto-pay failure then we can advise. Did you already contact customer service by private message using this link to explain your problem?

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

Look for an agent's reply at your community inbox, either envelope icon top right or if there isn't an envelope then tap your avatar for Messages. Edited to add, it looks from past posts that you were given the link to contact customer service a few days ago, have they not responded yet?

Re: Restore service

softech — Mon, 05 Feb 2024 12:56:12 GMT

@S1234

what exact proper do you have? you phone not connected to PM network at all? What error you got?

But 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,

first try to reboot the phone
If that does not work, change the Preferred network type or network mode to 3G only or WCDMA 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
If nothing works, please open ticket with PM support:
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