Paid Up Account Suspended Without Known Cause

[star01000]

I am billed monthly on my credit card for my account. My credit card is in good standing and the latest payment went through. Suddenly today when I try to use my phone I am told the account has been suspended. I have done nothing unusual with my phone. I don't know what to do. So what now?   

[slusagm]

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@star01000 wrote:

Chatbot was no help.

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I have posted how to use Chatbot to open ticket, but if it does not work, please just message PM here

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

[eddieO]

@star01000 first thing would be to confirm if your services are all working: calling, text and data. If they are all working then you can likely ignore the message as we have seen this happen before to other customers, especially if the services are all working and your payment is showing under payment history in your PM account.

If services are not working then you need to reach out to a CS agent by clicking the orange circle in the bottom right of your screen, then type: Customer Support Agent

[star01000]

The account is fully paid up, the phone is functioning normally, I have a strong signal, there has been no accidents or anything unusual happen to the phone, but when I try to make a voice call I receive a system level voice response that the call cannot be completed the account has been suspended. Whatever the problem is, it seems to be out of my control. Chatbot was no help.

[BKNS27]

@star01000 

Always login on your account online or app to check if the Subscription button is enable. If not, enable Subscription. If it is then contact a CS_Agent to investigate the issue.

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

Also check to see if there is an outage in your area.

https://istheservicedowncanada.com/status/telus/map 

[slusagm]

and no service at all even after a reboot?

did you login My Account or use the app to confirm.  

if your account really got suspended, then you need PM to help

open ticket with PM using the Orange Chatbot icon on the lower right. Type the question Submit ticket and select Contact Us to get to ticket open screen

or message them using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437