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Laurie76
Great Neighbour / Super Voisin

I have two accounts - two phones both esims no network (well shows we have network) but incoming calls do not work.

Had a postpaid sim around and tested in both phones (to confirm it isnt a setting issue) and naturally it worked right away. So seems to be an issue with the network maybe being down. 

We are in a 5G area and this has not happened before.

Unfortunately I also removed the esim - on one phone thinking maybe there was an issue - can cannot reinstall it and the info for the QR code isnt on my profile (which makes zero sense) not sure why it is not readily available from my own account.

Anyone else having network issues?

 

10 REPLIES 10

hTideGnow
Mayor / Maire

hi @Laurie76 

there is active outage for voice calls and affected incoming calls:

https://productioncommunity.publicmobile.ca/t5/Get-Support/Ongoing-Active-Outage-Voice-problem/td-p/...

Dunkman
Oracle
Oracle

@Laurie76 

Does data work?  What about texting?  

Did you try a network reset as recommended earlier?

Here is a website on outages:

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

 


@Laurie76 wrote:

At checkout it is charging for an esim - so without paying for a new esim there is no option to redownload or scan the QR code.


Hey @Laurie76 

Don't worry about it. Pay the $5 anyways and when the CS Agent reaches out to you, they will gladly credit your account the $5.  Once you delete the old one, like a regular SIM card that's been decommissioned, it's toast.

Laurie76
Great Neighbour / Super Voisin

At checkout it is charging for an esim - so without paying for a new esim there is no option to redownload or scan the QR code.

Laurie76
Great Neighbour / Super Voisin

Yeah it does try to charge for a new sim card - and the purchase date of the plans are different so wouldn't be a billing issue.

One was purchased Dec 31st - and the other Dec 19th - but neither are functional today.

 

it's weekend, could be less people working and more calls from activation.  Just message them again now and ask for update

Laurie76
Great Neighbour / Super Voisin

Unfortunately they have not responded and its been about four hours

slusagm
Mayor / Maire

do you see the phone connected to the network?

and data and outgoing calls work?  if that is true, try to change the network mode to 3G and test incoming again

 

Chalupa_Batman
Mayor / Maire

@Laurie76 wrote:

I have two accounts - two phones both esims no network (well shows we have network) but incoming calls do not work.

Had a postpaid sim around and tested in both phones (to confirm it isnt a setting issue) and naturally it worked right away. So seems to be an issue with the network maybe being down. 

We are in a 5G area and this has not happened before.

Unfortunately I also removed the esim - on one phone thinking maybe there was an issue - can cannot reinstall it and the info for the QR code isnt on my profile (which makes zero sense) not sure why it is not readily available from my own account.

Anyone else having network issues?

 


Hey @Laurie76 

It's actually very easy to replace the eSIM. Just download the app if you haven't already, then purchase a new one. Don't worry, it comes up as $5 but at the checkout, it's $0.00. Before you download a new one, go into your network settings and clear the network. This way it's kind of like a fresh start. Also, I do find it odd that 2 phones BOTH don't work. To me, it's either a network issue in your area or your credit card your using expired and the payment didn't go through on both lines. You should log into your account to see if it's up to date.

ORNGNBLK
Model Citizen / Citoyen Modèle

@Laurie76   Hi, you can use the link below to start a chat with a CS_Agent, and hopefully they can dig into it for you. 

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

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