phone not active on network after changing plan

[deannap]

hello,

a couple of days ago I had changed my wife's plan to the 35 dollar plan which started on the 3rd of Oct. Today, October 4th she cannot make outgoing calls. She can text, receive calls but when she receives calls she gets no caller id.

when she tries to call out she gets a message saying she is not active on the network.

Is there a solution for this? thanks for the help. @CS_Agent 

[hTideGnow]

hi @deannap 

please login My Account again using Incognito/private/secret mode on the browser and check if the payment was done correctly and on time.  Check if the account is active, check if the Subscription period is correct  and check payment history

if anything not right, you will need PM support agent to help
 please submit a ticket with CS Agent using this Chatbot link:  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 by direct message:  
      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

[eddieO]

@deannap first suggestion would be to turn off phone and then restart. Nothing really should have changed on your settings so if you're still having issues try opening a ticket and get a CS agent to investigate on their end:

https://widget.telus.tiia.ai/publicmobile/publicmobile.html
(and then type: Customer Support Agent)

Or, if you are having trouble with the Chatbot try sending a private message to: 

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)