Phone stopped working

[Bill1967]

My phone stopped working but I’m not behind on payments.y account apps says I need to make a payment. 

[BKNS27]

@Bill1967 

I would suggest you check 2 things:

- Check for an outage in your area:

https://www.telus.com/en/bc/outages 

- Check if your CC has expired on your AutoPay account so login to your account and check.

[will13am]

@Bill1967 , check your payment history to make sure you are up to date.  If the app is showing that you need to make a payment, that could indicate most recent payment did not complete and is past due.  If you are unable to complete the payment and restore service, please reach out to support using the expert messaging system from within your online account.  This help article explains all the details concerning the expert messaging system.

https://www.publicmobile.ca/en/get-help/articles/expert-messaging

[hTideGnow]

hi @Bill1967 

sound like Autopay failed.

first, check if your account is active or suspended.  Please use Incognito/private/secret mode on your browser to login My Account, or try using the PM app (logoff the app first and log back in)

if you still cannot see anything on My Account, call 1-855-4PUBLIC from another phone, and enter your number to hear the account status

if account is suspended, make a payment to resume.  But if account is showing active, try Reboot your phone and reset network settings.  If it is the same and you have a physical sim, try to pull the sim card out for a minute, wipe it clean and resert and reboot phone and test.

if same, submit a ticket with PM support agent.  You can submit a support ticket right at My Account and PM app using the  Expert Messaging in one of these ways:

• My Account on a browser: click Message Centre on the left pane to Start a Chat
• Public Mobile App : Go to Support page, click Chat with an Agent, and Start a chat
• If unable to access My Account/PM app, submit a ticket here using the same Community login credentials you are using now:   https://expert-messaging.publicmobile.ca/guest/chat/
  
  Once you started the Chat, type "Submit Ticket", then "Connect Agent", and it will ask you to login to open ticket
  (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email" or "Send Voice Message")     

Support agent will reply within 2 to 4 hours.  You will be notified via SMS/email or monitor here:
https://expert-messaging.publicmobile.ca

Remember: Support hours of operation: 9 AM to 10 PM ET