No Service when I walk out my door

[LoriBree1]

I am in the Chip Lake, Alberta area and we have had wildfires here. I believe one of the towers has been damaged and therefore, we don't have cell service when we are away from the internet. I have tried talking to Telus about this but they seem to think I am on Koodoo. I am not and we are using Public Mobile. I am wondering when we can expect cell service to be fixed in our area. Any help you can provide would be wonderful. Who to contact about this, anything. Thank you for your time, Lori Breeuwsma

[softech]

@LoriBree1 

are you living on the south side of Chip Lake closer to Eta Lake.  They said Eta Lake area is affected.  Eta Lake does not have any towers but are surrounded by 3 towers around.  So, I guess some (or all) 3 of them are out. Are you living around that 3 towers?

[LoriBree1]

The internet provider uses the Chip Lake Tower and that was not affected by the wildfires. That is the tower I thought we would get our cell phone service from but all indications say Eta Lake so I really don't know what to think.

[LoriBree1]

My internet provider is a different company and we also have a cell phone booster in the house. 

[LoriBree1]

Thank you for your help. I will send message to them. 

[esjliv]

Wait a second @LoriBree1 - are you specifically talking about data? Cause if you are talking about calls and texts, they should be the same inside your front door as opposed to outside of it.

So, your Internet provider is still up and running?

[softech · Accepted solution]

@LoriBree1   

yes, Eta Lake, AB is confirmed with service issue, i think that affecting you.  No ETA at the moment

you can message PM support and ask for status update

                 https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there

https://www.telus.com/en/ab/outages

add: 

Update 1

Service technicians are actively attending TELUS facilities on backup power, while working in coordination with the local utility providers to ensure any disrupted services are restored as quickly as possible.

[esjliv]

@LoriBree1 - we are all customers like you here. I believe there is some outages near you.

Check for outages: https://www.telus.com/en/on/outages

https://istheservicedowncanada.com/status/telus

https://downdetector.ca/status/telus/map/ 

You can ask CSA directly for eta or other issues. The 2 ways to contact the Public Mobile Customer Support Agent (CSA)_Team are below:

1 -  Normally Faster - use this link to: Get Help With Public Mobile Chatbot], OR

2 – Slower - Use this link to: Contact Public Mobile Representatives (CSA) by submitting a PRIVATE MESSAGE to start a ticket to them here: Private Message to Public Mobile Customer Support Agents (CSA)

[hairbag1]

@LoriBree1 

if tower was damaged as a result of fire, it could be weeks before repairs can be made. Not sure if Telus would even provide updates.

[Handy1]

@LoriBree1  Check 

Outage   map in your area:

https://istheservicedowncanada.com/

But you can ask support to investigate and see if they have a timeline 

Message support directly
       

• while your already here and logged in the community you can send a private message   To CS_Agents click >>>here.<<<