topic Re: Can pause my service? in Get Support

Can pause my service?

h46it — Mon, 24 Feb 2025 16:22:58 GMT

Hello,

I just signed up yesterday, but my wife’s phone is having troubles here in Canada. The cell phone seller said the phone would work, but it’s not working. Can I just pause my service till I get everything sorted out?

Thank you!

Re: Can pause my service?

Phil_Adelphus — Mon, 24 Feb 2025 16:27:12 GMT

@h46it You can pause it by logging in and toggling "subscribed" off to "unsubscribed". Then you have 90 days from when the current cycle expires to re-activate the plan. If you go over the 90 days your phone number will be lost as the account will be closed. Since PM is prepaid your account will still be active until your current 30 days expires in any case, there's no pro-rated refund for a pause.

Can you tell us what phone it is?

Re: Can pause my service?

hTideGnow — Mon, 24 Feb 2025 16:35:30 GMT

HI @h46it

what phone do you have?

with suspending service, honest, it only effect for suspending after the upcoming renewal date, ie, you can still suspend the service now, but you won't get money back for the couple days suspension of the current cycle

Re: Can pause my service?

BKNS27 — Mon, 24 Feb 2025 17:01:27 GMT

@h46it

I would suggest you reset the Network settings on her phone and see it that helped.

Also check to see if there are any outages in the area where she is at:

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

Re: Can pause my service?

h46it — Tue, 25 Feb 2025 02:48:30 GMT

We tired everything on her iPhone 15. No outages in our area last night.

Re: Can pause my service?

h46it — Tue, 25 Feb 2025 02:51:12 GMT

Hi @hTideGnow,

My wife has an iPhone 15 plus from China (as she is from China). We were told it would work here, but a little mis-understanding. Yes the phone works in Canada, but not with our carriers! :P. Phone works with Wifi!

Re: Can pause my service?

h46it — Tue, 25 Feb 2025 02:53:34 GMT

I see! We'll no reason to suspend the service then. We are just out of luck with her phone. It's an iPhone 15 plus from China. Worked great in China, but it won't work with our carriers :(. Off to look for a phone!

Re: Can pause my service?

hTideGnow — Tue, 25 Feb 2025 02:54:37 GMT

hi @h46it

there is no network branding difference for an iphone from China to the iPhone here, so the phone should work here

did you try another PM sim on that iPhone from China?