Phone service is not working. I've renewed my service manually as the transaction didn't go through

[phurf2023]

Hi @CS_Agent , My service is not allowing me to receive or give calls. The line dies. I've manually submitted payment for the change of my service plans.  Please help. I've tried all the suggested troubleshooting methods.  Can you manually reset things on your side? Or is public mobile calling down in Nova Scotia.

-Paul H

[esjliv]

@phurf2023 - we are not CS_Agents, so have no access to your account.

Confirm your account is not in suspended / on hold status when you log into your My Account or call 611. If it is ensure enough funds are paid to cover the cost of the renewal (including taxes since this is a manual payment), then reactivate the account.

If status is active, turn your phone off, then remove your SIM card and gently re-insert it. Restart your phone. Did this help for services?

[softech]

@phurf2023 

According to Telus service status page, there is no active outage in NS

just to avoid you are reading old cached page because of browser issue, can you login My Account again using Incognito mode once again.  Confirm if it shows on My Account that the account is active and payment was accepted?

And your phone is showing not connected to the network at all? or connected but cannot make calls?

How about mobile data or sms? are they working?

Try to change the Preferred network to 3G only or WCDMA  and see if the phone can connect under such setting

If you have another phone around, put your PM sim card there and test.  This will force a sim reprovisioning and could resovle your issue without support help

Let us know how it turns out

[Handy1]

@phurf2023  Try rebooting the phone or reset network settings . Also is it possible to try SIM card in another phone and see if services are working . If issues continue please

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