topic Re: Data not working in Get Support

Data not working

dzakanj — Wed, 05 Jan 2022 10:35:19 GMT

Hi,

I am visiting Canada with my girlfriend and we are here for 3 weeks only. As we are traveling, we need mobile data to get around. We bought 2 public mobile sim cards and payed 50$ for the 8gb plan.

The problem is that the data is not working with one of the cards. My girlfriends card was working right away, while mine didn't. I have read the post about APN settings and how to configure it, but still it doesn't work. Then I have switched cards with my girlfriend and the data was now working on my phone but not on hers (also tried setting the custom APN settings on her phone). So, the problem is not mobile phone related (as one SIM card is working on both phones) and it's not APN related (as it doesn't work even with custom settings on one of the SIM cards) but it has something to do with one of the cards.

Can you suggest what else can I try? As we are here for less than 20 days, I really need this resolved soon.

P.S. I have already contacted the moderator 2 days ago (as soon as I've bought the card and noticed that one is not working) and provided all the info sitj pictures, but still no response.

Re: Data not working

RossN — Wed, 26 Jun 2019 16:00:46 GMT

@dzakanj does the "bad sim" work for texting and making calls?

Re: Data not working

ooakosiryan — Wed, 26 Jun 2019 16:19:05 GMT

Hi, @dzakanj. Sorry to hear about your SIM that's not working.

This is clearly a SIM card issue, so I would suggest getting a new SIM card (maybe you can go to where you bought the other 2 and let them know what happened—ask if they'll let you exchange the defective one for a new one). Then log into your self-serve account, look under "My Profile," and click on "Change Sim Card."

Hope this helps!

EDIT: Sorry, I spoke too soon. I think @RossN and @geopublic are right that it's not a SIM problem because calls work. It seems like an account problem, in which case only the Mods can help (and might as well try the lost/stolen phone trick while waiting just in case and double check that the plan you signed up for with the "bad SIM" really is the $50 plan and includes data).

Re: Data not working

dzakanj — Wed, 26 Jun 2019 16:02:58 GMT

I just tried making a call and it's working (although I don't really need calls and messages).

Re: Data not working

dzakanj — Wed, 26 Jun 2019 16:03:40 GMT

I'll try to get another SIM card today and see if that helps. Thanks for the suggestion

Re: Data not working

geopublic — Wed, 26 Jun 2019 16:08:45 GMT

@dzakanj wrote:
I'll try to get another SIM card today and see if that helps. Thanks for the suggestion

@dzakanj I don't think it's s card issue. Hopefully the moderator responds soon. While you are waiting for the moderator to respond, you may try the lost/stolen phone trick:

To report your phone stolen. Login to your selfserve account. Choose Plans and Add-ons tab. Choose the Lost/Stolen Phone tab. Choose Suspend Service tab. Wait a few minutes. Report your phone found. Re-start you phone

Re: Data not working

RossN — Wed, 26 Jun 2019 16:10:07 GMT

@dzakanj That seems strange that Data would be sim related you must have set up two separate accounts under two separate emails correct? are you sure the account with the "bad sim" was set up for the 50 dollar plan?

Re: Data not working

hycm53 — Wed, 26 Jun 2019 16:10:30 GMT

@dzakanj wrote:
Hi,

I am visiting Canada with my girlfriend and we are here for 3 weeks only. As we are traveling, we need mobile data to get around. We bought 2 public mobile sim cards and payed 50$ for the 8gb plan.

The problem is that the data is not working with one of the cards. My girlfriends card was working right away, while mine didn't. I have read the post about APN settings and how to configure it, but still it doesn't work. Then I have switched cards with my girlfriend and the data was now working on my phone but not on hers (also tried setting the custom APN settings on her phone). So, the problem is not mobile phone related (as one SIM card is working on both phones) and it's not APN related (as it doesn't work even with custom settings on one of the SIM cards) but it has something to do with one of the cards.

Can you suggest what else can I try? As we are here for less than 20 days, I really need this resolved soon.

P.S. I have already contacted the moderator 2 days ago (as soon as I've bought the card and noticed that one is not working) and provided all the info sitj pictures, but still no response.

It's SIM card issue. If you brought it from retailer, then you can get a new card from the retailer for free, if you brought it online from PM, you should contact moderator team for the problem:

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

Re: Data not working

hairbag1 — Wed, 26 Jun 2019 16:11:29 GMT

Make sure when you register the second sim, that you're using a different email address than the first sim. You can use same cc, but you need a different email address.

Good luck and welcome to Public Mobile.

Re: Data not working

geopublic — Wed, 26 Jun 2019 16:14:39 GMT

@hycm53 wrote:
@dzakanj wrote:
Hi,

I am visiting Canada with my girlfriend and we are here for 3 weeks only. As we are traveling, we need mobile data to get around. We bought 2 public mobile sim cards and payed 50$ for the 8gb plan.

The problem is that the data is not working with one of the cards. My girlfriends card was working right away, while mine didn't. I have read the post about APN settings and how to configure it, but still it doesn't work. Then I have switched cards with my girlfriend and the data was now working on my phone but not on hers (also tried setting the custom APN settings on her phone). So, the problem is not mobile phone related (as one SIM card is working on both phones) and it's not APN related (as it doesn't work even with custom settings on one of the SIM cards) but it has something to do with one of the cards.

Can you suggest what else can I try? As we are here for less than 20 days, I really need this resolved soon.

P.S. I have already contacted the moderator 2 days ago (as soon as I've bought the card and noticed that one is not working) and provided all the info sitj pictures, but still no response.
It's SIM card issue. If you brought it from retailer, then you can get a new card from the retailer for free, if you brought it online from PM, you should contact moderator team for the problem:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

@hycm53 If the OP can make calls and send texts with that sim why is it a SIM problem? Please explain.

Re: Data not working

dzakanj — Wed, 26 Jun 2019 16:19:05 GMT

Yes, me and my girlfriend have separate sim cards with different emails and accounts. I can see that the plan is active as under my plan I can see 0/8.5GB used.

Re: Data not working

hycm53 — Wed, 26 Jun 2019 16:27:48 GMT

@geopublic wrote:
@hycm53 wrote:
@dzakanj wrote:
Hi,

I am visiting Canada with my girlfriend and we are here for 3 weeks only. As we are traveling, we need mobile data to get around. We bought 2 public mobile sim cards and payed 50$ for the 8gb plan.

The problem is that the data is not working with one of the cards. My girlfriends card was working right away, while mine didn't. I have read the post about APN settings and how to configure it, but still it doesn't work. Then I have switched cards with my girlfriend and the data was now working on my phone but not on hers (also tried setting the custom APN settings on her phone). So, the problem is not mobile phone related (as one SIM card is working on both phones) and it's not APN related (as it doesn't work even with custom settings on one of the SIM cards) but it has something to do with one of the cards.

Can you suggest what else can I try? As we are here for less than 20 days, I really need this resolved soon.

P.S. I have already contacted the moderator 2 days ago (as soon as I've bought the card and noticed that one is not working) and provided all the info sitj pictures, but still no response.
It's SIM card issue. If you brought it from retailer, then you can get a new card from the retailer for free, if you brought it online from PM, you should contact moderator team for the problem:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
@hycm53 If the OP can make calls and send texts with that sim why is it a SIM problem? Please explain.

The OP didn't said can make calls on his first post, and he only said his card didn't work on his girlfriend's and her card can worked on his phone, therefore I think it's card issue.

Re: Data not working

RossN — Wed, 26 Jun 2019 16:28:23 GMT

@dzakanj If you havent already try a network reset and restart your phone

Re: Data not working

hairbag1 — Wed, 26 Jun 2019 16:35:35 GMT

- Make sure that Data is enabled on phone.

- Cycle phone off/on.

- Remove and reseat sim card.

Re: Data not working

dzakanj — Wed, 26 Jun 2019 16:37:33 GMT

Thanks for the suggestion, but I've already tried it. I have tried resetting the network, adding the custom APN settings, as I have a dual SIM phone I have also tried removing the second sim card, nothing worked (I was restarting my phone on each try). I wanted to try the lost/found phone trick but as soon as I click on the "Plan & Add-ons" I get the "Oh no. Looks like something went wrong " error message. I can browse other tabs just fine (payment, overview..)

Re: Data not working

RossN — Wed, 26 Jun 2019 16:41:27 GMT

@dzakanj yes unfortunatly there are alot of issues with self serve at the moment

Re: Data not working

tyedye00 — Wed, 26 Jun 2019 17:01:21 GMT

I can confirm. My data isnt working either atm.

Re: Data not working

popping — Wed, 26 Jun 2019 17:18:45 GMT

@dzakanj wrote:
I just tried making a call and it's working (although I don't really need calls and messages).

Your SIM card is working as you can call from your SIM. Your plan may not be provisioned correctly. No need to buy another SIM card.

While your are waiting for moderator to help you. You may try the lost/stolen phone trick to re-provison your plan features again.

1. Login to your self-serve account.
2. Report your phone lost/stolen using [Plan and Add-Ons] --> [Lost/Stolen Phone]
3. Logoff
4. Wait 5 minutes and login again
5. Report your phone found.
6. Re-start you phone to provision your account again. i.e. enable all features of you plan again.

If this trick failed to get thing working again, just wait for moderator to help you. You already wait 2 days. Moderator will reply to your private message soon.

Re: Data not working

Triguy — Wed, 26 Jun 2019 17:23:13 GMT

When you log into self serve - do you have an amount showing under data and add-ons ?

If no amount is showing then you have used all your data.

Check your APN settings. https://apn-canada.gishan.net/en/apn/public-mobile

Re: Data not working

ocbaka — Wed, 26 Jun 2019 17:25:15 GMT

Hi,

What is your phone model?

I had the exact same problem with my LG G5. I was able to make calls, but did have access to data.

The solution was to set the correct apn settings for this phone

Benoit