topic Re: Data not working: "Unable to connect to the web for the following reasons" in Get Support

Data not working: "Unable to connect to the web for the following reasons"

hodarisana — Wed, 05 Jan 2022 06:21:22 GMT

Hi there,

I've received error advising me that I cannt access the web due to one of the following reasons: run out of data, suspended plan, suspended plan on account of fraudulent activity.

I've logged online and am unable to see a summary of "data used so far". I've manually added the data up, I'm at 4GB out of 12GB on the 90 day plan, 40 days in.

Any ideas?

Re: Data not working: "Unable to connect to the web for the following reasons"

will13am — Fri, 16 Dec 2016 19:23:53 GMT

@hodarisana wrote:
Hi there,

I've received error advising me that I cannt access the web due to one of the following reasons: run out of data, suspended plan, suspended plan on account of fraudulent activity.

I've logged online and am unable to see a summary of "data used so far". I've manually added the data up, I'm at 4GB out of 12GB on the 90 day plan, 40 days in.

Any ideas?

When you login to your account, does your plan status show suspended? Also check the data usage and see if you really are at 4 gigs of usage. All this information is retrievable from your account.

Re: Data not working: "Unable to connect to the web for the following reasons"

ChopstickHero — Fri, 16 Dec 2016 19:33:29 GMT

Go to https://selfserve.publicmobile.ca/Overview/plan-and-Add-ons/Add-on-Usage/ and you should see how much you've used.

Make sure your data wasn't accidentally turned off on your device or that you're not in airplane mode.

Re: Data not working: "Unable to connect to the web for the following reasons"

elephant — Fri, 16 Dec 2016 19:54:14 GMT

My data/text messages is not working either. I am located in Vancouver.
Checked my account - status is active and I have only used 2gb of 12gb data.

Is the Telus mobile network having issues?

Re: Data not working: "Unable to connect to the web for the following reasons"

hodarisana — Fri, 16 Dec 2016 19:58:35 GMT

The account doesn't show suspended, it's also not showing me the data used anywhere. I've checked plan, add on usage, plan usage, pretty much every tab. The account is active.

Re: Data not working: "Unable to connect to the web for the following reasons"

ChopstickHero — Fri, 16 Dec 2016 20:14:01 GMT

Some reports of outages, but doesn't seem widespread: http://canadianoutages.com/status/telus

Re: Data not working: "Unable to connect to the web for the following reasons"

stonechucker — Fri, 16 Dec 2016 20:28:55 GMT

I have service in Southern Ontario, but the outtage maps are showing dark orange over my location.

Re: Data not working: "Unable to connect to the web for the following reasons"

hodarisana — Fri, 16 Dec 2016 23:01:44 GMT

I still don't have data... 😞

Re: Data not working: "Unable to connect to the web for the following reasons"

stonechucker — Sat, 17 Dec 2016 02:31:25 GMT

@hodarisana, do you have your other services? Can you txt or call, assuming you have these services?

Re: Data not working: "Unable to connect to the web for the following reasons"

nhanken — Sat, 17 Dec 2016 02:49:40 GMT

Have you tried going into the mobile network settings and manually add in the APN with sp.mb.com?

Some phones don't manually add that in, which can prevent you from using data.

Re: Data not working: "Unable to connect to the web for the following reasons"

Mana — Sat, 17 Dec 2016 05:06:30 GMT

Hi,

have you tried the following. After each step check if the data is working.

- power cycle the phone.

- turn on the airplane mode a few seconds and then turn it off

- check if your mobile data is on under settimgs

- check if you have a valid APN for Public Mobile under settings

- try your sim in another phone.

Hope this helps.

Re: Data not working: "Unable to connect to the web for the following reasons"

hodarisana — Sun, 18 Dec 2016 17:31:31 GMT

Hi all,

text and voice works fine.

Definitely not the phone as I'm being blocked by Publicmobile.

Re: Data not working: "Unable to connect to the web for the following reasons"

Mana — Sun, 18 Dec 2016 21:28:39 GMT

Hi,

Have you checked all mobile data settings on your phone or tried another phone as suggested above?

It still could be a phone issue as there as separate settings for data from voice and text. If not set correctly or mistakenly turned off or set incorrectly could cause this behavior where voice and text would work fine but not data.

Please give it a try. Thanks.