topic Mobile Network Disconnected in Get Support

Mobile Network Disconnected

Airborne101 — Wed, 11 Dec 2024 22:29:53 GMT

Hello, I failed to update an expired credit card on file and it suspended my service until I updated the credit card and made a payment which I did 30mins ago. I've restarted my phone (hard reset). My PM account is active again but the mobile network state says disconnected. I tried removing SIM card and putting back in but it looks like that did not work. Any ideas? Thanks

Re: Mobile Network Disconnected

Immune — Wed, 11 Dec 2024 21:42:00 GMT

You need to give it some time - all will be well again within 5 minutes. If not then check your system settings under data to make sure all is how it should be - data enabled etc.

Re: Mobile Network Disconnected

hTideGnow — Wed, 11 Dec 2024 21:41:58 GMT

HI @Airborne101

try reboot once more, and try Reset network settings

Test both inbound and outbound calls and data

if same,  submit a ticket with CS Agent using Chatbot here:
  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 ticket by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Mobile Network Disconnected

eddieO — Wed, 11 Dec 2024 22:06:35 GMT

@Airborne101 to add to what has been shared, after waiting a few more minutes and rebooting the phone again if it's still not working try going into your Public Mobile account and confirm that you plan shows that you are back to Subscribed. If not, you will need to open a ticket through the Chatbot:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html
(and then type: Customer Support Agent)

Or, if you are having trouble with the Chatbot try sending a private message to:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)