topic Re: Data not working in Get Support

Data not working

Wils0720 — Wed, 05 Jan 2022 14:13:44 GMT

Hello,

I signed up with Public yesterday. My texting and calling is working, but when i try to use the internet it says not connected. The phone says my data is turned on. Ive tried restarting the phone and taking the sim card out and putting it back in. Help!

Re: Data not working

geopublic — Tue, 28 Jan 2020 15:53:21 GMT

@Wils0720 wrote:
Hello,
I signed up with Public yesterday. My texting and calling is working, but when i try to use the internet it says not connected. The phone says my data is turned on. Ive tried restarting the phone and taking the sim card out and putting it back in. Help!

@Wils0720 If you have an LG G series phone it will require a network reset to get data working. If not, what type of phone are you using?

Re: Data not working

gblackma — Tue, 28 Jan 2020 15:53:16 GMT

@Wils0720 contact a moderator and explain your situation . Click on the green questionmark in the white circle at the bottom right of your screen. This connects to the autobot Simon. Type moderator and follow the prompts to get to one ( CLICK on account specific question and human and submit a ticket

@Wils0720 wrote:
Hello,
I signed up with Public yesterday. My texting and calling is working, but when i try to use the internet it says not connected. The phone says my data is turned on. Ive tried restarting the phone and taking the sim card out and putting it back in. Help!

Re: Data not working

ShawnC13 — Tue, 28 Jan 2020 15:53:36 GMT

@Wils0720 wrote:
Hello,
I signed up with Public yesterday. My texting and calling is working, but when i try to use the internet it says not connected. The phone says my data is turned on. Ive tried restarting the phone and taking the sim card out and putting it back in. Help!

What type of phone are you using. If you are using an LG it is a known issue where it would require a network reset and if that doesn't work it will need a system reset. Do you know if your phone has the correct LTE Bands to have internet and have you verified the APN settings?

Here is a great site to setup your APN and instructions on how to do it. Find the APN Settings for Public Mobile here!

Re: Data not working

ShawnC13 — Tue, 28 Jan 2020 15:55:43 GMT

@gblackma wrote:
@Wils0720 contact a moderator and explain your situation . Click on the green questionmark in the white circle at the bottom right of your screen. This connects to the autobot Simon. Type moderator and follow the prompts to get to one ( CLICK on account specific question and human and submit a ticket
@Wils0720 wrote:
Hello,
I signed up with Public yesterday. My texting and calling is working, but when i try to use the internet it says not connected. The phone says my data is turned on. Ive tried restarting the phone and taking the sim card out and putting it back in. Help!

@gblackma, this is a situation where we can help and narrow down the issue for the OP. We should try to eliminate as many questions that a Moderator will ask and most of the time a situation like this can be resolved by advice from the community so we should try to get a resolution that way first.

Re: Data not working

gblackma — Tue, 28 Jan 2020 16:03:49 GMT

@ShawnC13 thanks, had no idea about the LG G series problems. So I recommend a moderator since @Wils0720 eliminated the obvious suggestions in the OP.

Re: Data not working

Wils0720 — Tue, 28 Jan 2020 16:05:30 GMT

I ended up finding a thread that gave me the answer. Thanks though!

Re: Data not working

gblackma — Tue, 28 Jan 2020 16:07:45 GMT

Way to go @Wils0720 . Could you please post a linke to this thread here? Fmi, I would like to know what the solution was. Thanks.

@Wils0720 wrote:
I ended up finding a thread that gave me the answer. Thanks though!

Re: Data not working

Wils0720 — Tue, 28 Jan 2020 16:50:16 GMT

Make sure data is turned on and also check to make sure you have the correct APN setting. This is the Public Mobile APN setting that you will need:

Name: Public Mobile
APN: sp.mb.com
Proxy: Leave blank
Port: Leave blank
Username: Leave blank
Password: Leave blank
Server: Leave blank
MMSC: http://aliasredirect.net/proxy/mb/mmsc
MMSC proxy: 74.49.0.18
MMS port: 80
MCC: 302
MNC: 220
Authentication type: Leave blank
APN type: default,mms,agps,supl,fota,hipri
APN protocol: IPv4
APN roaming protocol: IPv4
Bearer: Unspecified
MVNO type: GID

Don't forget to save these settings and then select this APN as the active one.

Re: Data not working

gblackma — Tue, 28 Jan 2020 17:09:38 GMT

So @Wils0720 select this as your solution, so that someone else with a similar problem can find it,

@Wils0720 wrote:
Make sure data is turned on and also check to make sure you have the correct APN setting. This is the Public Mobile APN setting that you will need:

Name: Public Mobile
APN: sp.mb.com
Proxy: Leave blank
Port: Leave blank
Username: Leave blank
Password: Leave blank
Server: Leave blank
MMSC: http://aliasredirect.net/proxy/mb/mmsc
MMSC proxy: 74.49.0.18
MMS port: 80
MCC: 302
MNC: 220
Authentication type: Leave blank
APN type: default,mms,agps,supl,fota,hipri
APN protocol: IPv4
APN roaming protocol: IPv4
Bearer: Unspecified
MVNO type: GID

Don't forget to save these settings and then select this APN as the active one.

Re: Data not working

LovesToPM — Tue, 28 Jan 2020 19:01:28 GMT

@gblackma Good idea.

@Wils0720

Before you mark your solution, please indicate which phone you are using.

If calls and text are working, but not mobile data, the usual culprit is your APN settings.

Re: Data not working

Wils0720 — Tue, 28 Jan 2020 20:18:11 GMT

I have a Sony Xperia xz2

Re: Data not working

srlawren — Wed, 29 Jan 2020 00:30:51 GMT

@gblackma wrote:
@ShawnC13 thanks, had no idea about the LG G series problems. So I recommend a moderator since @Wils0720 eliminated the obvious suggestions in the OP.

@gblackma the LG G series is one particular problem. However, in general, data issues do NOT require moderator intervention. They most often fall into one of these:

Existing customer, data was working, stopped suddenly

- most often means they have used up all their data. Diagnose by getting them to check if they have any data showing on Overview page. If line is gone, so is their data.

- also possible: accidentally toggled off mobile data in quick settings

New customer, data hasn't worked yet

- possible cause: LG phone (most G-series, even some other models) need network reset, and failing that, factory reset to get data flowing

- possible cause: many ASUS models, many Polaroid models, and some other various Android models need APN set manually

- possible cause: older iPhones need a special procedure to set APN via a site browsed over Wi-Fi

All of these three items can be narrowed down by asking the user their brand and model

I'm probably missing a few others, but the point is, most often, data not working is a user issue, not a PM moderator issue.

Re: Data not working

sweden06 — Wed, 29 Jan 2020 00:36:47 GMT

@srlawren wrote:
@gblackma wrote:
@ShawnC13 thanks, had no idea about the LG G series problems. So I recommend a moderator since @Wils0720 eliminated the obvious suggestions in the OP.

@gblackma the LG G series is one particular problem. However, in general, data issues do NOT require moderator intervention. They most often fall into one of these:

Existing customer, data was working, stopped suddenly
- most often means they have used up all their data. Diagnose by getting them to check if they have any data showing on Overview page. If line is gone, so is their data.
- also possible: accidentally toggled off mobile data in quick settings

New customer, data hasn't worked yet
- possible cause: LG phone (most G-series, even some other models) need network reset, and failing that, factory reset to get data flowing
- possible cause: many ASUS models, many Polaroid models, and some other various Android models need APN set manually
- possible cause: older iPhones need a special procedure to set APN via a site browsed over Wi-Fi
All of these three items can be narrowed down by asking the user their brand and model

I'm probably missing a few others, but the point is, most often, data not working is a user issue, not a PM moderator issue.

Nothing to add here. Very well explained!

Re: Data not working

gblackma — Wed, 29 Jan 2020 00:46:23 GMT

Thanks @srlawren Will permalink and use this if I see this problem.