Plan not renewed - bill payed - phone still has no service

[Slo_n_steady]

As happens occasionally, there is a billing miss.  I renewed the plan long before the expiry date. The account indicates that all is good and up to date.  2 days later, still no service.  I have restarted the phone and validated all settings.  It's an iPhone 11 in case that means anything.  What do I do?  This is for my son's phone and I am the admin for his account.

[hTideGnow]

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@Slo_n_steady wrote:

 I have had 2 SIM cards fail in 2 years since I switched to PM. 

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HI @Slo_n_steady  Is PM sending you a replacement SIM or reimbursing you the cost?  With  your experience, you have a strong case to ask them for a free one

[Slo_n_steady]

@esjliv I have a ticket in place and CS has reached out.  On the SIM card failure end of things, I have had 2 SIM cards fail in 2 years since I switched to PM. Think you for you help. I really appreciate it

[esjliv]

@Slo_n_steady  - it is said that SIM rarely go bad. I wonder if you gently clean the contact points of the SIM card with the end of a pencils eraser then try it.

At this point it is either the SIM card or Account. Before getting a new SIM card, i would submit a ticket with CSA for them to kick-start something on their end if possible.

[Slo_n_steady]

@esjliv  No outages in the area, the whole family is on PM and we are all running.  This issue is with my son's phone.  His SIM failed to work in my phone and my SIM in his phone worked fine. I checked the registered SIM # vs the actual # and we have a match I switched his settings to 3G only and still no success.

[esjliv]

@Slo_n_steady  - your account is active.

You said your tired your SIM into another phone and issues persist.

Are there any outages in your area:

https://istheservicedowncanada.com/status/telus

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

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

A couple more things to try before submitting a ticket with customer support (CSA):

1 - manually select the 3G / WCDMA ONLY network in your Mobile Connections area in your settings (temporarily) see if any services work this way?

2 - in your self serve account check the Change Sim Card area under My Profile section. Ensure the 4 digits listed there match the actual last 4 digits of your SIM card.

[Slo_n_steady]

@esjliv I tried all things from both of your posts without success.  I'm not sure I mentioned earlier, but the payment was completed early yesterday.  So the timing shouldn't be an issue.

[Slo_n_steady]

@dust2dust we have full power cycled the phone several times

[dust2dust]

All looks fine. Do yet another restart of the phone. Like full power off restart.

[esjliv]

@Slo_n_steady  - looks active to me.

Did you try the trouble shooting in the first reply yet?

You can also try to perform a Reset of your device's Network Settings.

This also resets Wi-Fi networks and passwords, cellular settings, and VPN and APN settings that you've used before.

Iphone:

To Reset Network Settings, begin by opening the Settings app. Next, tap General -> Transfer or Reset iPhone -> Reset -> Reset Network Settings. and enter your passcode.

Your iPhone will reset network settings and restart itself.

android:

Find and tap Settings > System > Advanced > Reset options > Reset network settings.

[Slo_n_steady]

This is not the case

[Slo_n_steady]

 

[BKNS27]

@Slo_n_steady 

A standard message a day before or on your renewal date that your account is expired/suspended but it also indicates that if you have sufficient funds or on AutoPay to ignore the message.

I think this is the case.

[Slo_n_steady]

Sorry, auto-pay, not autopsy.....lol

[Slo_n_steady]

Account was suspended.  Log shows the funds were added and the account shows that the next payment is due in a month.  I also have a positive balance showing and autopsy is enabled.  The profile page no longer indicates that the account is suspended.

[hTideGnow]

HI @Slo_n_steady   is your account suspended?  Does it has any fund in Available Fund?

You said billed paid, did you manually pay it?  is Transaction log showing what you have paid?  When did you pay it?

Maybe you can provide us screenshot of Available Fund in My account and the transaction log showing the transactions on the day you paid

[esjliv · Accepted solution]

@Slo_n_steady  - so, it sounds like the account status says active?

Try removing and reinserting the SIM card?

And also toggling into and out of airplane mode.

Can you try the SIM into another phone to see if services work then? Just trying to rule out a device issue.

If issues persist, submit a ticket to CSA for assistance.

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent