@Ruthellen
it should be instant. Reboot phone now and test
if still not connected, Login My Account again using browser with Incognito mode. Check if the account is active or still showing On Hold/Suspended
if showing On Hold, check if the amount you paid is showing as Available Funds. If so, then the money was not used to renew for some reason. If that is the case, does your province has E911 fees and you missed that?
If you already paid in full and the money is showing as Available funds, go to Profile page, click Report Lost/Stolen Phone to suspend the account first. Log out. Then Wait 5 mins and go back to My Account using browser with Incognito mode and re-enable the account, that will trigger renewal
if that still does not work, you will need to engage PM support for further assistance. Please open ticket with PM support:
1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html Start by typing "Ticket", click "Contact Us" then choose a topic, click "Login", finally click "Click here to submit a ticket ↗"
(if unable to receive 2FA via SMS when login, click "Didn't Receive code" or "Resend Code"
then choose "Send email" or "Send Voice Message" to get 2FA via email or voicemail)
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there
