topic Re: No access to data after returning from vacation in Get Support

No access to data after returning from vacation

shmish — Wed, 05 Jan 2022 11:15:55 GMT

We were in Europe for a month. Upon returning, our Samsung phone redirects web traffic to "https://publicmobile.ca/en/on/zero-balance". Our account is on auto pay and it renews tomorrow. When we go to check data usage, there isn't anything listed under data, it says "If a feature is not listed above, it may have been fully consumed and no longer available for use. "

The phone had roaming turned off while we were away, and we never had any international plans anyways.

How do we get this phone/sim/account working again?

Re: No access to data after returning from vacation

GR — Sat, 03 Aug 2019 23:30:03 GMT

If there's no data under the add on section it means your Data is all used up. If it renues tonight you'll get the data back then

Re: No access to data after returning from vacation

geopublic — Sat, 03 Aug 2019 23:34:48 GMT

@shmish wrote:
We were in Europe for a month. Upon returning, our Samsung phone redirects web traffic to "https://publicmobile.ca/en/on/zero-balance". Our account is on auto pay and it renews tomorrow. When we go to check data usage, there isn't anything listed under data, it says "If a feature is not listed above, it may have been fully consumed and no longer available for use. "

The phone had roaming turned off while we were away, and we never had any international plans anyways.

How do we get this phone/sim/account working again?

@shmish If calling and texting works then your counter will reset when your plan renews tomorrow.

If calling is not working and your account is suspended it means that there was a problem with AutoPay. Just access selfserve to verify

Re: No access to data after returning from vacation

wetcoaster — Sat, 03 Aug 2019 23:39:35 GMT

Some phones need a network reset and/or deleting of the "foreign" APN and choosing the Public Mobile APN (sp.mb.com) again.

And as pointed out, if the data line doesn't show in self serve you have used it all up. You might want to check in your phone's log where the leak is and adjust OS and app settings accordingly.

If tonight is your renewal, your data bucket will refresh overnight.

Re: No access to data after returning from vacation

shmish — Sat, 03 Aug 2019 23:45:25 GMT

Thanks.

We have tried turning off/on, taking out the SIM card for one minute, trying a new APN setting, etc.

We're very sure that we're not actually over the data limit. We never usually go over, and this time around we were away for 30 out of the 90 days.

I guess we have to see what happens over the next two days as the plan auto re-news.

Re: No access to data after returning from vacation

geopublic — Sun, 04 Aug 2019 00:00:44 GMT

@shmish If your phone is working and data and roaming (not required but best to keep on) is on and the data counter disappeared from selfserve it means that the data was somehow used up. No need to reset anything your data will come back after the plan renewal.

Re: No access to data after returning from vacation

GinYVR — Sun, 04 Aug 2019 00:15:23 GMT

@shmishOne thing I suggest is putting your Public Mobile SIM card in another device that is known to be currently getting data, just to narrow down where the fault lies. If the phone and data works, well then the problem is not with Public Mobile.

If you want to reset your data earlier and you have no emotional attachment to the plan, you can always change (usually upgrade is recommended) to another plan for the next 30 days. An immediate plan change will reset your renew data immediately, so you don't need to wait for a few days for autopay to figure things out.

Re: No access to data after returning from vacation

shmish — Sun, 04 Aug 2019 03:19:43 GMT

Thanks everyone. Since the plan renews tomorrow, I just re-did my plan starting today and after another re-boot, the phone is working with data now.