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Reactivated account - nothing works

Brandee849
Great Neighbour / Super Voisin

Hi, I just reactivated my account and nothing works, can’t send receive texts or calls. It says out of minutes, account is active with proper plan, have done all the troubleshooting I found on this site, tried 2 phones. Nothing seems to work. It’s been 45 min since the account has been active. Please help! 

8 REPLIES 8


@Brandee849 wrote:

Tried all of suggestions above, still nothing 


@Brandee849   again, how you activate your plan ? *611 or via My Account?

and you have check the account status on My Account using Incognito mode?

  Even if it show suspended, check any amount there in Available Fund.  It could be the fund just sitting there and you need to click Reactivate my plan again

 

 

@Brandee849  You may need to contact support then @esjliv  has provided the link for you 

Brandee849
Great Neighbour / Super Voisin

Tried all of suggestions above, still nothing 

esjliv
Mayor / Maire

@Brandee849 - you say your My Account is showing Active status, and you tried your SIM card in two different phones, is that correct?

 

Log out of your My Account, and log back in through a tab in incognito mode or ensure to click the little circle refresh button to see the latest updated info.

 

Can you try gently cleaning the contact points of the SIM Card then reinsert it, that restart it.

 

Check for outages in your area:

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

https://istheservicedowncanada.com/status/telus

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

 

If issues persist, submit a ticket to CSA for assistance, perhaps something did not resume properly upon reactivation.

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

Yummy
Mayor / Maire

Reboot your phone - turn it off, wait a bit, turn it on. Do not just reboot using phones 'reboot' button.

hTideGnow
Mayor / Maire

HI @Brandee849  reboot the device first. 

softech
Oracle
Oracle

@Brandee849  did you use *611 or reactivate or login to My Account?

 

try to reboot the phone once again

 

Also, try login to My Account again using Incognito mode and make sure account status is Active

Handy1
Mayor / Maire

@Brandee849  Try rebooting the device 

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