Help! Mom’s phone thinks it’s in the US. Grandma in hospital 🏥 Need to communicate

[Sunkmail1]

hi,

 my mom’s phone seems to think it is in the US.   It is currently in North Vancouver.  

we’ve had a family emergency, my grandmother had a severe heart attack.    My mom lives in Vancouver island and rushed to the ferry to get over to the mainland to see her mom. 

while she was on the ferry, it was discovered that we can’t reach her.  We get a message telling us that she doesn’t have US roaming, so we can’t be connected. 

once she was able to get some wifi at the hospital we found out that she cannot make calls either.  Presumably for the same reason. 

as this is a family medical emergency situation the rest of us are having trouble getting updates. 

is there anything you can suggest we do to solve the issue. 

she has an iPhone.. 

I’ve been having trouble with this site and app all day.   This is the first time that I’ve been able to get a message through.   Don’t know what’s going on.   

I can’t seem to get a ticket to work and can’t seem to send a massage to @CS_Agent either. 

please help. 

[Grinch]

Thanks

[DennyCrane]

@Grinch There's no US border near North Vancouver. As noted above, the account was suspended which causes the confusing message.

[Grinch]

Make sure that network is Public Mobile and not set to automatic she may have picked up a closer to her USA carrier. 

 

[Sunkmail1]

Thanks to both of you.   That was the issue. 

someone used my moms card to buy something fraudulently.   She got a new card and that was also somehow stolen.    She only just got her new-new card today.   

I just this is our Friday the 13 th thing. 

thanks again!

[BKNS27]

@Sunkmail1 

Your mom’s account sounds like it is suspended due to nonpayment. To confirm if this is the case, either login to her account to confirm whether it is active or suspended. Or dial 1-855-4PUBLIC or dial 611 on her phone to check the status.

Best option is to purchase a voucher from 7-11, Canadian Tire gas stations, London Drugs, Canadian Superstore, Shell, Shoppers Drugmart, Safeway, Staples then dial 611 on her phone and enter the voucher number and PIN to activate her account.

Remember that she has 90 days to make a payment or her account will be closed, SIM will be useless and she will lose her number.

You can still iMessage to text or use WhatsApp to call or text on WiFi.

[JRod · Accepted solution]

@Sunkmail1 

This US error typically has been coming up when one of the accounts is currently suspended. Please have your mum check her account using the online self serve portal or with *611 to see if her account is suspended currently or not. 

Since you have said that she is unable to make calls currently I’m thinking her service is indeed suspended currently.