topic Urgent in Get Support

Urgent

Yuvna — Sun, 20 Jul 2025 14:42:51 GMT

Cannot call, send text and connect to mobile data.

Please help.

Re: Urgent

hairbag1 — Sun, 20 Jul 2025 14:49:41 GMT

log in to your account to verify if your regular renewal failed. You can also dial 611 to hear your current plan status. You'll be able to make payment using your on file payment card...but you'll need to know your PM pin number to do so.

Re: Urgent

hTideGnow — Sun, 20 Jul 2025 14:53:45 GMT

hi @Yuvna

are you new subscriber unable to get the new account working or existing subscriber lost the service suddenly?

check Telus outage map
https://www.telus.com/en/bc/outages

There is outage in Surrey, BC as well as some part of Edmonton, are you there?

Also, login My Account and check if account is active. Reboot the phone and Reset network settings.
If still does not work, try the PM sim on another phone

Last, ask PM support agent to check, 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: Urgent

Meow — Sun, 20 Jul 2025 14:57:33 GMT

MORE info is needed!

Is your account active? Did you pay the bill? etc.?

Re: Urgent

Yuvna — Sun, 20 Jul 2025 15:14:08 GMT

Thanks it turns out when i dialled 611 the auto payment failed.