hi @AngA
An exclamation mark next to the signal bars means the phone is connected to the tower but has no internet access
first, check any outage in the area:
https://www.telus.com/en/on/outages
you can then Reboot your phone and click Reset network settings
if same, try changing the network mode from Automatic, try both 5G and LTE
if still get the same issue, and you are using physical sim, test on another phone. If it works without problem, you should be able to move the sim card back to your phone and it should work
last, ask PM support agent to reprovision the sim for you
You can submit a support ticket right at My Account and PM app using the Expert Messaging in one of these ways:
- My Account on a browser: Login and click Message Centre on the left pane to Start a Chat
- Public Mobile App : Login, and Go to Support page, click Chat with an Agent, and Start a chat
- If unable to access My Account/PM app, submit a ticket here using the your current Community login (or use another email to create a new Community account): https://expert-messaging.publicmobile.ca/guest/chat/
At the Chat, type "Submit Ticket", then type "Connect Agent", and type "Connect Agent" again. Then login to open ticket
(If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email" or "Send Voice Message")
Support agent will reply within 2 to 4 hours. You will be notified via SMS/email or monitor here:
https://expert-messaging.publicmobile.ca
Remember: Support hours of operation: 9 AM to 10 PM ET
