topic Re: Out of Service Issue in Get Support

Out of Service Issue

Sweetpea17 — Wed, 04 Feb 2026 20:10:06 GMT

cannot make or receive phone calls or send or receive text messages. Payment is up to date. It says Out of Service!

Re: Out of Service Issue

slusagm — Wed, 04 Feb 2026 20:12:27 GMT

Reboot the phone and Reset network settings and test

also, test your sim card using another phone if you have a physical sim.

if you cannot make it working and account is active, you will need PM to check. 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: Out of Service Issue

BKNS27 — Wed, 04 Feb 2026 21:19:07 GMT

@Sweetpea17

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

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

Re: Out of Service Issue

Sweetpea17 — Wed, 04 Feb 2026 21:21:01 GMT

When I select Reset network settings a warning pops up saying the reset can't be undone once I do it? Will I lose all my information or will it cause a problem?

Re: Out of Service Issue

BKNS27 — Wed, 04 Feb 2026 21:30:08 GMT

@Sweetpea17

Make sure it is Network Reset and NOT Reset All.

The network reset will erase your home wifi so you need to reconnect and enter the wifi password to reconnect.

All your apps will remain.

Re: Out of Service Issue

Sweetpea17 — Wed, 04 Feb 2026 22:43:05 GMT

I have done all those things and tried to submit a ticket and it says something went wrong, so cannot even submit a ticket for help.

Re: Out of Service Issue

Moses_B — Wed, 04 Feb 2026 22:59:25 GMT

@Sweetpea17 We apologize for the inconvenience. We sent a private message, please review your community inbox.

Re: Out of Service Issue

Sweetpea17 — Wed, 04 Feb 2026 23:29:14 GMT

Thanks for everyone's help. It just started working although I did the reset network quite a while ago. I think it was maybe Telus outage but when I checked online it said no outages.. Good news is my phone is working again 🙂