07-26-2026 02:37 PM
How to get support for network not connecting and locked out of account/doesn’t recognize phone/email.
07-26-2026 02:43 PM
@Roysphone
Dial 611 to check the status of your account. If it is active and not suspended.
If it is active then there could be an outage in your area.
https://www.telus.com/en/bc/outages
If it is suspended then you need to make a manual payment.
07-26-2026 02:39 PM
Since you cannot properly login, you won't be able to open the preferred Chatbot ticket. So, you will need to message them here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
CS_Agent will reply to your community inbox between 9AM-10PM EST (Mon-Sun), check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage
Here the dm to a CS_Agent:
@Roysphone wrote:How to get support for network not connecting and locked out of account/doesn’t recognize phone/email.
Hello @Roysphone
If you're locked out of your account, you can get PM to help you reset it.
A Customer Service Agent will reply to your community inbox here:
During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.
