topic Re: Service in Get Support

Service

Jessi3 — Thu, 10 Apr 2025 14:47:55 GMT

Who can i contact when i can’t get into my account and my service isn’t working

Re: Service

slusagm — Thu, 10 Apr 2025 14:50:08 GMT

is yours a new account or existing?

if it is a new activation make sure you remove the sim card from the old provider. Then Reset network settings and check. But if you are an existing customer, make sure account is active, not suspended

and what phone do you have?

You can also ask PM to check. Since you cannot properly login, you won't be able to open the preferred Chatbot ticket. So, you will need to message them here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Service

Jessi3 — Thu, 10 Apr 2025 14:51:14 GMT

I’ve had my plan for a while now. iPhone 13

Re: Service

BKNS27 — Thu, 10 Apr 2025 14:53:42 GMT

@Jessi3

You will have to submit a ticket for a CS_Agent to help you with accessing your account. Click on Chatbot and type in Submit a Ticket.

You can also check if there is an outage in your area.

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

Re: Service

slusagm — Thu, 10 Apr 2025 14:52:40 GMT

Try Reset Network settings and test

and is that physical sim? can you test it on another phone?

Re: Service

Jessi3 — Thu, 10 Apr 2025 14:53:13 GMT

Esim

Re: Service

hTideGnow — Thu, 10 Apr 2025 14:56:28 GMT

hi @Jessi3

are you in Alberta close to Edmonton? there has been ongoing problem

And make sure your iOS is updated, reboot the phone and try Reset Network Settings. And test different network mode. Change to 4G, 5G on and 3G

Also try your phone in different area, it could be just a local network problem where you are now

Re: Service

Jessi3 — Thu, 10 Apr 2025 14:57:17 GMT

I’m on Ontario, with an updated phone