topic Re: Can't Access Data in Get Support

Can't Access Data

masoud100 — Wed, 05 Jan 2022 08:01:05 GMT

I recently opened a new Public Mobile Line and signed up for the $35 plan with 1.5GB. The data worked the first 2 days and after that stopped working. I get a message on the browser from Public Mobile, stating "You are unable to access the Web because of one of the following reasons;

Number 1- You have exhausted the data in your base plan

Number 2- Your base plan has expired

Number 3- You are roaming on a partner network in the USA

Number 4- Your phone has been reported lost or stolen

Number 5- Your account has been suspended due to fraudulent activity.

None of those reasons apply to my account. I have sent an e-mail to Moderator Team but no response yet. I really need the data.

Re: Can't Access Data

TMS — Thu, 10 Jan 2019 10:21:33 GMT

In your account what does the data usage state you used?

? / 1500MB

Re: Can't Access Data

SkimGuy — Thu, 10 Jan 2019 12:25:13 GMT

Have you tried re-registering your sim on the network (via network settings)?

Re: Can't Access Data

CalgaryBen — Thu, 10 Jan 2019 14:10:01 GMT

In addition to checking the usage-to-date under the My Data & Add-Ons section of your account (to confirm data hasn't been exhausted), have a look at your recent usage under Plan and Add-Ons --> Usage History, and see if the Data Usage numbers add up ... (just in case data was indeed consumed, even unintentionally).

Re: Can't Access Data

masoud100 — Thu, 10 Jan 2019 17:29:15 GMT

It doesn't show me anything about Data on the overview page.

Re: Can't Access Data

stonechucker — Thu, 10 Jan 2019 17:33:11 GMT

@masoud100, if you don't see the data usage on the Overview page, then you have used all the data. This is a (bad) feature of the system, that when you consume the full amount of it, the addon is removed from this screen.

Re: Can't Access Data

srlawren — Thu, 10 Jan 2019 19:02:40 GMT

@masoud100 wrote:
It doesn't show me anything about Data on the overview page.

@masoud100 as @stonechucker has noted, this means you have exhausted your plan data for your current cycle. It's not terribly difficult to run through a gig and a half in a couple of days if you're not careful.

Your phone can usually tell you what apps have been using the most data recently. If you're using Android, have a look here: https://productioncommunity.publicmobile.ca/t5/Plans-Add-Ons/Data-add-on-not-working/m-p/173522/highlight/true#M18834 If you're using iPhone, look here https://productioncommunity.publicmobile.ca/t5/Plans-Add-Ons/Data-add-on-not-working/m-p/173894/highlight/true#M18877 but unless you manually reset the usage counters on iPhone periodically, this may not be terribly helpful.

Re: Can't Access Data

srlawren — Thu, 10 Jan 2019 19:11:18 GMT

@masoud100 further thoughs. Some things that can use up data quickly that you may or may not realize are going on:

1) Android/iOS update downloads (you can usually configure these to only happen over Wi-Fi and/or when you approve them to happen)

2) Speed tests -- many people don't realize these can use up a LOT of data very quickly, on each test run. Maybe you signed up on a "3G" speed data plan and were curous and ran a few speed tests? The first few days on a new "3G" plan you're actually on the full speed plan as the throttling is added manually approx 72 hours later, and on full unthrottled LTE a single test can use a half gig each easily.

3) App updates, if you haven't changed the App Store/Play Store to not do these automatically and/or not do them over mobile data

4) Tethering to a PC or Mac and browsing most web pages uses a TON of data and you may not realize it

5) of course the more obvious things like streaming audio or video, especially at full HD or 4K res video

Re: Can't Access Data

DanZap — Fri, 11 Jan 2019 00:29:51 GMT

Yep I agree with those speed tests data use as well. I was curious to see how fast Public Mobile LTE was?

Results:

Download: 90.37 Mbps

Upload: 12.11 Mbps

Re: Can't Access Data

computergeek541 — Fri, 11 Jan 2019 00:43:30 GMT

@DanZap wrote:
Yep I agree with those speed tests data use as well. I was curious to see how fast Public Mobile LTE was?

Results:
Download: 90.37 Mbps
Upload: 12.11 Mbps

It depends on where you are, the frequency you're connected to, the number of people connected at the same time as you, and a bunch of other factors, but I've topped 300Mbps a few times.

Another consideration is the capabiltities of the devices, specifically relating to to the LTE category rating/maximum speed that your specific phone is able to do.

Re: Can't Access Data

srlawren — Fri, 11 Jan 2019 00:49:21 GMT

@DanZap wrote:
Yep I agree with those speed tests data use as well. I was curious to see how fast Public Mobile LTE was?

Results:
Download: 90.37 Mbps
Upload: 12.11 Mbps

@DanZap have a look where it shows you the data used. It can add up really quick! Here's a test I did that used the better part of 400MB in one test! I've seen higher from other users, too.