topic Re: No network since about noon in Get Support

No network since about noon

Ang3la — Sun, 05 Oct 2025 01:38:01 GMT

I have lost my entire phone service since about noon today. I was on my way out the door. I didn't get a new phone or new sim or anything. Just completely lost the mobile network.

Re: No network since about noon

Chalupa_Batman — Sun, 05 Oct 2025 02:09:22 GMT

@Ang3la wrote:
I have lost my entire phone service since about noon today. I was on my way out the door. I didn't get a new phone or new sim or anything. Just completely lost the mobile network.

Hey @Ang3la

Have you tried to reboot your phone? Have you tried to go into your settings and reset the Network Settings and reboot? Try your SIM card in a different phone. And as silly as this sounds, have you checked your account online or via 611 to confirm your invoice is up to date?

Re: No network since about noon

ORNGNBLK — Sun, 05 Oct 2025 02:14:27 GMT

@Ang3la Wondering if you are in an affected area for outage? Check the Telus outage map and cross reference your location as there seems to be quite a few areas near Vancouver and hit spots Calgary to Edmonton and North.

Www.telus.com/outages

Re: No network since about noon

Ang3la — Sun, 05 Oct 2025 03:28:58 GMT

I'm in Ottawa.

Re: No network since about noon

Ang3la — Sun, 05 Oct 2025 03:30:58 GMT

I have, my bill wasn't due until later in the month. I've rebooted my phone two dozen times, reset my network half a dozen.

Re: No network since about noon

slusagm — Sun, 05 Oct 2025 04:02:08 GMT

Call 1855-4PUBLIC from another phone and confirm if your account is active

also, you need PM to check and refresh the account on the system, Simply open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA code when login, use email to receive code instead of SMS if you cannot receive the text on the phone.) When open Chatbot ticket, Type the question Submit ticket and select Contact Us to get to ticket open screen

But if you have trouble using Chatbot to open ticket, then message PM using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

PM will reply to your community inbox, between 9AM-10PM EST (Mon-Sun), check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: No network since about noon

computergeek541 — Sun, 05 Oct 2025 05:15:00 GMT

@Chalupa_Batman wrote:
@Ang3la wrote:
I have lost my entire phone service since about noon today. I was on my way out the door. I didn't get a new phone or new sim or anything. Just completely lost the mobile network.
Hey @Ang3la
Have you tried to reboot your phone? Have you tried to go into your settings and reset the Network Settings and reboot? Try your SIM card in a different phone. And as silly as this sounds, have you checked your account online or via 611 to confirm your invoice is up to date?

I know the customer has said the next plan renewal isn't until a later date, but even if the customer failed to pay to have a plan renewed successfully, that wouldn't cause the phone to disconnect from the wireless network.

Re: No network since about noon

Ang3la — Tue, 07 Oct 2025 00:45:34 GMT

I bought a new sim and that is not the problem. I have a bad feeling a software updated f'd up my phone.

Re: No network since about noon

CSA_PM — Tue, 07 Oct 2025 11:56:33 GMT

Thank you for the escalation!

The customer is in contact with an agent.