topic No service in Get Support

No service

Gengyu66 — Mon, 28 Apr 2025 21:03:36 GMT

Today is a new month for my subscription cycle. I've been using it properly for the last month with no issues.

Suddenly today I'm unable to receive any service on my phone. Same phone. Tried putting sim card into another phone and also no signal.

Logged in to my account and saw that the payment was processed properly with no problem. The phone number is still mine on the account.

When I checked the overview usage, for some reason already 1.37gb/20gb was used today which shouldn't be possible.

What's happening???

Re: No service

Handy1 — Mon, 28 Apr 2025 21:05:53 GMT

@Gengyu66 PM is every 30 days not monthly , is it possible your credit card expired ? If you check your account is it active or suspended ? If suspended you need to make payment of card expired you can buy payment voucher from shoppers drug mart and load the funds in your account or do it *611

Re: No service

hTideGnow — Mon, 28 Apr 2025 21:06:04 GMT

hi @Gengyu66

did you check if PM took the money?

and regarding what you saw, it could be a browser cache problem and you were not seeing the correct info

Please try again using Incognito/private/secret mode on your browser to login My Account, or try using the PM app (logoff the app first and log back in)

if you see the account was not renewed (could be an Autopay failure), there should be a button Pay and Resume services , click and make a payment to resume

if still have problem, then 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: No service

Gengyu66 — Mon, 28 Apr 2025 21:20:10 GMT

hi sorry for not being more clear. today is a new cycle for my subscription and my card was used for the automatic payment (got the invoice already). Card definitely not expired and account is active.

Re: No service

Gengyu66 — Mon, 28 Apr 2025 21:22:55 GMT

Checked via the app. the payment went through. even got the invoice.

Re: No service

BKNS27 — Mon, 28 Apr 2025 21:45:08 GMT

@Gengyu66

You might want to check to see if there is an outage in your area:

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