topic Re: US Roaming (Data) stopped working in Get Support

US Roaming (Data) stopped working

theoc198 — Wed, 05 Jan 2022 06:39:28 GMT

2 family members which are currently in the US have had their data stop working yesterday. Both phones/plans had a 1 gb $20 add-on added to them and to have data stop working completely is a massive problem. Especially since the add-on cost for just data isn't exactly cheap. To be clear the add-on has been active for less than 10 days, and under 250 MB have been used on each phone

What's going on and how do I get this resolved? I already messaged Public Mobile on facebook and have not recieved a response. This isn't a simple issue of restarting a phone. The phones being used are identical Nexus 6 phones with the exact same plans. Both phones lost data at some point yesterday and neither were able to get it back. Restarting the phone, cycling airplane mode, and manually chosing a network (both ATT & T-Mobile) all did nothing. Is anyone else in the US facing the same isses?

Re: US Roaming (Data) stopped working

zhadj030 — Sat, 28 Jan 2017 11:34:29 GMT

Hello there.
In is really odd that they both stopped at the same time. I would suggest that you check the stat of the account, check if there are any messages about any kind of errors on it. If it says that all working fine and the add-on is still working fine then I would suggest you send a private mail to a moderator. They are way quicker on the forums then anywhere else.
Here is how to contact them :
http://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Contacting-our-Community-Moderators/ta-p/76452

Make sure to include your phone number ; PIN , and a description of the issue.
As mentioned in the link they start working today at 9am EST

Re: US Roaming (Data) stopped working

millers55 — Sat, 28 Jan 2017 15:43:26 GMT

There seems to be a bunch of us who lost data roaming yesterday (myself included).
@Mary_M was helping me to resolve the issue. She may be able to help you as well.

Re: US Roaming (Data) stopped working

dohadotahmed — Sat, 28 Jan 2017 16:13:20 GMT

It seems that the data roaming problem was from the public mobile end as some other people are reporting. And also you did everything from your end to solve the problem.
So please private message @Mary_M to resolve the issue asap...I know it's frustrating.

Re: US Roaming (Data) stopped working

Mary_M — Sat, 28 Jan 2017 16:31:11 GMT

Hey @Theox198,

Thank you for bringing this to our attention!

I've received your FB message as well, I will be responding to you shortly 🙂

Respectfully,

Mary

Re: US Roaming (Data) stopped working

dohadotahmed — Sat, 28 Jan 2017 16:51:16 GMT

@Mary_M
Thanks for taking care of this.

Re: US Roaming (Data) stopped working

Mary_M — Sat, 28 Jan 2017 17:05:49 GMT

Glad I could pitch in 🙂 @dohadotahmed

Re: US Roaming (Data) stopped working

theoc198 — Sat, 28 Jan 2017 19:46:10 GMT

@millers55 What did the problem end up being?

Re: US Roaming (Data) stopped working

theoc198 — Sat, 28 Jan 2017 19:57:35 GMT

@zhadj030 Yea both of them stopping at the same time made me believe that it was something on Public Mobile's end. Still tried to do the basics but nothing seemed to be working. I've already checked both accounts and everything seems normal. Accounts are "Active" and there is plenty of data left on the add-on for both accounts. The phones are connecting to the networks but they are not able to esablish a data connection (Exclamation point in the signal icon).

Re: US Roaming (Data) stopped working

dohadotahmed — Sat, 28 Jan 2017 20:58:54 GMT

Can you please check the data limit on your nexus phone. I think you set the data limit at 250 mb for both phones.
If that is the case then you have to uncheck your data limit to solve the problem. Please let us know the update.

Re: US Roaming (Data) stopped working

zhadj030 — Sat, 28 Jan 2017 21:08:27 GMT

Hello @theoc198

I see that Mary responded to you, I truely hope that you problem will be fixed .

Please let us know once you any updates, 🙂

Thanks

Re: US Roaming (Data) stopped working

millers55 — Sat, 28 Jan 2017 23:13:19 GMT

@theoc198
I'm not sure yet, the problem still exists for me.

Re: US Roaming (Data) stopped working

Vanterax — Sun, 29 Jan 2017 03:53:25 GMT

I'm going to the US in a month. Posts like these are getting me really concerned.

Re: US Roaming (Data) stopped working

oh-well — Mon, 30 Jan 2017 18:56:38 GMT

I'm having the same issue today. Please help , I need it for gps

Re: US Roaming (Data) stopped working

Vanterax — Mon, 30 Jan 2017 19:55:41 GMT

I hope someone can help you, but as far as my issue is concerned, it has not reappeared and it's been over a week.

Re: US Roaming (Data) stopped working

theoc198 — Tue, 31 Jan 2017 08:24:16 GMT

@oh-well Use Google Maps for GPS and save the area for offline. It will still allow you to use it for naviagation even without data. https://support.google.com/maps/answer/6291838?co=GENIE.Platform%3DAndroid&hl=en

Re: US Roaming (Data) stopped working

theoc198 — Tue, 31 Jan 2017 08:25:27 GMT

@millers55 Same thing for me. Public Mobile refunded me in full for both lines at least.