no calls in coming or out going shows sim locked

[Pamelamanmohan]

hi 

shows sim locked an no calls can be made or recieved

[Cjade]

This happened to me. Turned out my account was inactive and fixed it self today when auto-pay and account renewed. Check to see status of account. 

[darlicious]

@Pamelamanmohan 

Depending on when your account was deactivated will help determine if the phone number is recoverable if it was originally a telus family number. If your account happened to have been deactivated yesterday or this morning private message me. I can give you additional insight.

[dust2dust]

I'd still really rather you verify all possibilities of the status of your account. I think last payment is the best.

Recovering your old number might be possible depending on where you you got it.

[softech]

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@Pamelamanmohan wrote:

ok then i will go get a sim. where will i find the friend ref code?

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@Pamelamanmohan   Anyone of us can provide you one  🙂  Private message us  

[esjliv]

@Pamelamanmohan  - can you confirm your account status in self self is Active, or call 611 from your device...well, call # 1-855-478-2542 from another phone to check your status.

Maybe also check if the last 4-digits of your SIM match the 4-digits listed on your SELF SERVE account, under "Change Sim Card".

If the 4-digits DO NOT match, then it appears someone has been fraudulent (SIM-jacked) on your account. 

Change passwords and security questions to your SELF SERVE account right away, and check your financials. 

1. Log into your Self-Serve account
2. Go to Plan and Add-Ons > Lost/Stolen Phone
3. Select Suspend Service

Let the Customer Support Agents (CSA) know about this as well, submit a ticket here – to be connected to the Fraud Management Customer Support Agent (CSA) team who will be able to restore your original SIM card. 

[Pamelamanmohan]

ok then i will go get a sim. where will i find the friend ref code?

[dust2dust]

Perhaps an autopay failed. There was a large-scale failure on April 1st. But that's less than 4 months. Check your credit card records for the last payment. If beyond late January then your account is gone.

What recording (if anything) do you get when you dial 611? Or from a working phone dial 1-855-4pu-blic and enter your number and listen.

Would you share the first 6 digits of your phone number. Not the last 4. Yes you would need a new sim. But depending on your number we'll see about what to do there.

[softech]

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@Pamelamanmohan wrote:

if its dead do i have to get a new number and sim?

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@Pamelamanmohan 

If it is 4 to 6 months, too long and account would have been closed

Yes, you need a new sim card and get a new number

If you want to come back to PM , get a sim card, get a friend referral code  and join before Jun 6, you will get $25 from Friend Referral bonus instead of the usual $10 

Activate instore for  the free sim card there.  

[Pamelamanmohan]

if its dead do i have to get a new number and sim?

[Pamelamanmohan]

could be i have an auto payment set up so i never check 

[dust2dust]

When was the last time a payment was made for service here? If that has been more than 4 months then your account is dead.

[Pamelamanmohan]

maybe 4 -6 months ago 

[Pamelamanmohan]

Did the power off , changed phones still no service. tried to log into my account but i cant. tried forgot passwrd and it still wont work

[softech]

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@Pamelamanmohan wrote:

changed phones and it still says no service 

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@Pamelamanmohan   When was the last time you were able to use PM service?

You able to login to My Account?

[Pamelamanmohan]

changed phones and it still says no service 

[softech]

@Pamelamanmohan   Try reseat the sim (power off , take sim out for a min and then put it back and power it up again)

Best is to put your sim on another phone to test if you have another one around

And , login to My Account and confirm the status

[Pamelamanmohan]

its an old phone was working before now its not. i have been using the same phone.

[computergeek541]

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@Pamelamanmohan wrote:

managed to enter the PUK and open the sim lock but now its saying No Service 

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Do you have another phone that you can try your SIM card in?. This could help to determine if the issue is with your device or with your account.

[softech]

@Pamelamanmohan   is this a phone you just got?  Check if the phone is blacklisted:

https://www.devicecheck.ca/check-status-device-canada/

[Pamelamanmohan]

managed to enter the PUK and open the sim lock but now its saying No Service 

[softech]

@Pamelamanmohan   Was it a SIM card lock?  have you been using a SIM PIN?

[esjliv]

@Pamelamanmohan  - if you click this link does it lead you to assistance:

https://widget.telus.tiia.ai/chatbot.html?botId=ZJkWuVb7Hp6EEcTIZKMZbvLwuDV&duid=1ml6dfoOGWCbzEjqGe8...