topic Re: Data not working in Get Support

Data not working

JPettifer — Wed, 05 Jan 2022 12:45:37 GMT

We set up over a month ago and everything works except there is no data. I have tried every suggestion online and nothing works. How do I get an actual Public Mobile moderator? All complicated by the fact it's my son's phone and he usually has it with him.

Re: Data not working

GR — Sun, 27 Oct 2019 22:28:50 GMT

@JPettifer click here to start a conversation with Simon the chat bot and get a ticket for that issue!

https://publicmobile.ca.ada.support/chat/

Did you check his self serve account to make sure he has data left

Re: Data not working

hairbag1 — Sun, 27 Oct 2019 22:32:45 GMT

Click the ? in lower right side of screen to start process of contacting a modertor.

What make and model is the phone ?

Make sure data is enabled.

Restart phone.

Re: Data not working

Dunkman — Sun, 27 Oct 2019 22:32:53 GMT

@JPettifer

You can get hold of moderator by clicking on the question mark on the right lower corner of the website to start ticketing process to get moderator help. It will take 1-2 days for moderator to respond.

If you want, you can get more details on the community forum and we can try to help to get the data working. Might not need moderator intervention.

Some question include:

Which model of phone?

Have you tried the SIM card in another phone to see whether data works?

Re: Data not working

JPettifer — Sun, 27 Oct 2019 22:34:50 GMT

I tried talking to Simon. No help. He has not used any data since day 1 as we can't get it working.

Re: Data not working

GR — Sun, 27 Oct 2019 22:36:49 GMT

@JPettifer put talk to a human

Re: Data not working

ChuckYeah — Sun, 27 Oct 2019 22:39:57 GMT

Alternatively, you may send a private message to moderator through the following link :
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

About @Moderator_Team
Moderator Hours
Monday-Friday: 8AM- 12AM EST
Saturday & Sunday: 8AM-10PM EST

Re: Data not working

hairbag1 — Sun, 27 Oct 2019 22:40:14 GMT

What make & model is the phone ?

Re: Data not working

JPettifer — Sun, 27 Oct 2019 22:41:46 GMT

iPhone 6. I checked it before I ordered the SIM card and it was good. The phone and texts work, just not the data

Re: Data not working

hairbag1 — Sun, 27 Oct 2019 22:46:42 GMT

Click Setting / Cellular Data and make sure it's toggled on.

Which plan did you subscribe to ? ...was it the $10 plan ?

Re: Data not working

JPettifer — Sun, 27 Oct 2019 22:47:54 GMT

Tried it. The $40 plan

Re: Data not working

Dunkman — Sun, 27 Oct 2019 22:52:10 GMT

@JPettifer

Other things to try if you haven't already:

1. Network reset

2. Toggle airplane mode on, wait a few minutes, then toggle off

3. Connect phone to itunes via computer

Re: Data not working

hairbag1 — Sun, 27 Oct 2019 23:00:49 GMT

@Dunkmansuggested earlier that you remove the sim and try it in a different phone. Have you tried that yet. That'll confirm if it's a phone problem or something else.

Re: Data not working

JPettifer — Sun, 27 Oct 2019 23:01:42 GMT

We tried the network reset. Now where do I find the APN address? Tried Simon and he is zero hep.

Re: Data not working

ChuckYeah — Sun, 27 Oct 2019 23:05:58 GMT

APN is not really an iPhone thing. Carrier updates take care of that I believe.

These are them tho.

Name: Mobile Internet
APN: sp.mb.com
Proxy: Not set
Port: Not set
Username: Not set
Password: Not set
Server: Not set
MMSC: http://aliasredirect.net/proxy/mb/mmsc
MMS proxy: 74.49.0.18
MMS port: 80
MCC: 302
MNC: 220
Authentication type: Not set
APN type: default,mms,agps,supl,fota,hipri
APN protocol: IPv4
APN roaming protocol: IPv4
APN enable/disable: APN enabled
Bearer: Unspecified
MVNO type: GID
MVNO value: 4D4F

Re: Data not working

hairbag1 — Sun, 27 Oct 2019 23:21:57 GMT

@JPettifer log into My Account / Data & Add-ons....do you see any mention of data there ? If not, you've likely used it up somehow. Let us know if there's any data there.

Re: Data not working

geopublic — Sun, 27 Oct 2019 23:23:22 GMT

@JPettifer If your son has an LG G series phone then he needs to do a network reset it factory reset to get data working on PM. If APN settings are correct and you still can't get it working submit a ticket to PM.

To submit a ticket to Public Mobile do the following:

Re: Data not working

JPettifer — Sun, 27 Oct 2019 23:24:56 GMT

SIM card does work in another phone. The check shows his is compatible and not stolen. Data worked before we switched to Public Mobile but now it doesn't. Could be a phone issue but seems odd that it stopped working at the switch

Re: Data not working

JPettifer — Sun, 27 Oct 2019 23:25:23 GMT

Full data. None has been used

Re: Data not working

hairbag1 — Sun, 27 Oct 2019 23:30:49 GMT

While waiting for moderator assistance try...

Toggle Airplane mode off/on.

Restart phone.

Toggle Cellular Data off/on.