topic Re: New plan doesn't work! in Get Support

New plan doesn't work!

kenh1 — Wed, 05 Jun 2024 17:15:12 GMT

I recently switched to $34.00 plan which includes US coverage and more data. Now doesn't work at all in Canada! New service offers 5G speed. Does the fact that my phone doesn't offer 5G make the difference? I have reverted to my old plan until I can figure out what is going wrong with the new plan. Thanks for any insights.

Re: New plan doesn't work!

hTideGnow — Wed, 05 Jun 2024 17:18:37 GMT

hi @kenh1

you don't need a 5G phone, the plan is more a 5G speed plan and you can use it on 4G or LTE network

so, voice works or not? just not data?

reboot the phone first, then Reset All Networks and test again

You can also try your sim card on another phone

if still does not work, ask support agent to refresh your account

please submit a ticket with CS Agent using this Chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: New plan doesn't work!

will13am — Wed, 05 Jun 2024 17:26:15 GMT

@kenh1 , what do you mean that your plan does not work at all in Canada? Are you saying you have no network connections because that is how I would interpret does not work. If you referring to a 5G connection, any plan gives you access to a 5G connection provided your hardware is compatible and there is 5G coverage locally. Changing plans back and forth is going to cost you extra money for no good reason. The $34 CAN-US plan provides solid value unless you don't need US roaming and you can get by with a cheaper plan with less usage.

Re: New plan doesn't work!

kenh1 — Wed, 05 Jun 2024 17:33:45 GMT

The reboot seems to have done the trick. Many thanks.

Re: New plan doesn't work!

kenh1 — Wed, 05 Jun 2024 17:39:34 GMT

That's correct, no network connection. I reverted to another plan thinking it was the incompatible 5G issue. After a reboot of the phone (suggested by another) it seems to be now working. Thanks for your advice. I probably panicked and didn't realize the consequences.