No service

[Pooks]

I pay my bill each month but can't get service. Try to login to my account but am told I am locked out. I successfully changed my password (according to an email) but still can't log in. I am told I will get a security code sent to my number but nothing comes. Can't send or receive texts or receive calls at my number. It seems I am paying for nothing. Help?!

[Pooks]

Thanks everyone! I'm back in business for now and able to communicate with a friend gravely ill in hospital. So grateful!

[esjliv]

@Pooks - how long had you had service up until this point?

When you call 611 (or # 1-855-478-2542 or # 1-855-4PUBLIC from another device)  what the status say?

Do one or more of the below may help with network issues:

• restart your phone
• toggle into and out of airplane mode
• perform a Reset of the device's Network Settings
• try your SIM in another phone see if that works

• Check for outages in your area:

  • https://www.telus.com/en/on/outages
  • https://istheservicedowncanada.com/status/telus
  • https://downdetector.ca/status/telus/map/ 

As for the log in to My Account can you hit RESEND or enter the code incorrect a couple times to get the email option to log in? Or try the forgot your email option, see if that helps.

[dust2dust]

From another phone dial 1-855-4pu-blic and give it that number and see what it says.
Also have a look at devicecheck.ca to rule that out.

[will13am]

@Pooks , try using incognito mode on your browser.  If you are not getting 2FA to SMS, click on did not receive code and select email option.  

[JRod]

@Pooks 

After a few login attempts you should see a didn’t receive code option and be able to send the code to your email to login to your account. I would also try to reboot your phone and see if that helps. 

[Handy1]

@Pooks  Try rebooting the phone first , if still no luck please use this direct to support to investigate for you 

send a  private message   To CS_Agents click          

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                          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437