Talk and Text Issue

[servicenotwork]

Hi,

All of a sudden my phone stopped being able to receive texts and answer/make calls. It was working a few hours ago. I have tried to turn off the line and back on, entering the sim passcode, and nothing worked. I have tried to shutdown and turn the phone back on, entering the sim passcode, and nothing worked. I contacted support, but they have not responded. My PM account has not warned me that I have not payed for the renewal. 

Can anyone help? 

[servicenotwork]

Thank you. Support just responded to my ticket. I will figure it out with them.

[Dunkman]

@servicenotwork 

Autopay or preauthorized payments sometimes does fail.  It should have renewed overnight.  

Try to manually load up funds equivalent to your plan's cost.

https://myaccount.publicmobile.ca/en/account/payment/funds/card

That should restart the renewal process. 

[hTideGnow]

hi @servicenotwork 

it could be an renewal problem.  Please try again using 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), to check

if it really no indication of the renewal, please open ticket with PM support and ask, submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
If any issue with ticket submission, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage 

[servicenotwork]

It should be active. My subscription says it should renew today (June 29), but I have not been charged nor does it indicate in the account page that the payment did not go through. 

[Dunkman]

@servicenotwork 

Customer service agents usually take a few hours to respond.  On weekends, it may even be longer.  

Is your account status active versus suspended?

[servicenotwork]

Currently at Ottawa. Phone number based in Calgary. I have an iPhone 12. Mobile data does not work. It is an eSIM.

[hTideGnow]

hi @servicenotwork 

where are you at?
what phone do you have?
Mobile data works?

i don't see any major active outage according to Telus site:
https://www.telus.com/en/bc/outages

so, if anything, it is a local issue

did you try Reset Network Settings?

But do you have another phone to text the sim card?

if you tried all, you really need to wait for PM to reply and possibly try refresh your account