topic Re: Multiple Issues - I need help in Get Support

Multiple Issues - I need help

js20 — Wed, 05 Jan 2022 14:29:41 GMT

1. Signed up for $30 plan because was supposed to get one month for free (Dec promo) - never got the promo.

2. Data has not worked ever - I have tried changing my APN settings like some posts have recommended. Nothing has working.

3. Picture messaging is not working over text. I can't send pictures or receive them.

4. Can not talk to anyone ->*611 is useless

5. Very unintuitive forums -> was not clear how to make a new thread.

Right now I feel like I have payed for two months of a service that A) didn't work, and B) was supposed to get on promo. I do not know how to get help and get these issues addressed.

Re: Multiple Issues - I need help

Jb456 — Thu, 13 Feb 2020 18:38:07 GMT

1-.. what day did you sign up?

2 and 3.. check APN settings. They should be like below.

Re: Multiple Issues - I need help

gblackma — Thu, 13 Feb 2020 19:01:41 GMT

@js20 Contact a moderator. Use this private message link to contact them directly https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

After you have done that come back here, for help with some of the other issues.

@js20 wrote:
1. Signed up for $30 plan because was supposed to get one month for free (Dec promo) - never got the promo.

2. Data has not worked ever - I have tried changing my APN settings like some posts have recommended. Nothing has working.

3. Picture messaging is not working over text. I can't send pictures or receive them.

4. Can not talk to anyone ->*611 is useless

5. Very unintuitive forums -> was not clear how to make a new thread.

Right now I feel like I have payed for two months of a service that A) didn't work, and B) was supposed to get on promo. I do not know how to get help and get these issues addressed.

Re: Multiple Issues - I need help

Staliger — Thu, 13 Feb 2020 18:43:09 GMT

@js20 Follow @gblackma advise and contact a moderator. This is the fastest way to solve your multiple issues if you couldn't deal with them so far.

Re: Multiple Issues - I need help

Jb456 — Thu, 13 Feb 2020 18:43:37 GMT

4- to go with my first post. Below link is a good article on 611 and also how to get support.

Take a look

https://www.publicmobile.ca/en/on/get-help/articles/get-support

Re: Multiple Issues - I need help

Jb456 — Thu, 13 Feb 2020 18:44:43 GMT

@Staliger @gblackma pretty sure we can take care of a few issues for him before contacting moderators.

He still hasn't even responded to tell us when his join date was.

Re: Multiple Issues - I need help

Jb456 — Thu, 13 Feb 2020 18:50:20 GMT

@js20 also regarding 2 and 3... What is the make and model of your phone? If you're certain your APN settings are correct. Some phones need a network reset.

You can also post a screenshot of your APN settings here so we can take a look.

And then when we know your phone make/model give you tips how to get it data and MMS to work

Re: Multiple Issues - I need help

geopublic — Thu, 13 Feb 2020 21:44:25 GMT

@js20 wrote:
1. Signed up for $30 plan because was supposed to get one month for free (Dec promo) - never got the promo.

@js20 Public does not have a $30 plan.
Edit: that includes talk and text. It's data only. Thanks @Luddite 👍
There are $25 and 35 plans. The only $30 is a data plan. If you ordered that you still need a calling plan in order for it to work.

2. Data has not worked ever - I have tried changing my APN settings like some posts have recommended. Nothing has working.

Maybe, because you don't have a plan.

3. Picture messaging is not working over text. I can't send pictures or receive them.

See above.

4. Can not talk to anyone ->*611 is useless

See above

5. Very unintuitive forums -> was not clear how to make a new thread.

Right now I feel like I have payed for two months of a service that A) didn't work, and B) was supposed to get on promo. I do not know how to get help and get these issues addressed.

@js20 Best to submit a ticket to PM explain what happened and ask for help.
To submit a ticket to the Moderator Team, please start a conversation with the Public's virtual assistant, SIMon by clicking the icon below:

If you are still having problems contacting Public Mobile then click here. The link sends you to the private message function and adds the moderator team as recipient for a private message. You just have to enter a title and text in the body of the message describing the problem and post. The message will be received by the moderator team and they will respond to it. You will receive the response in your private message inbox.
Please note that account verification may be required when contacting the Moderator Team

Re: Multiple Issues - I need help

popping — Thu, 13 Feb 2020 19:04:45 GMT

@js20

PM support is provided by moderator. PM does not have call center and no online chat.

You data and picture MMS is due to your APN settings.

IF you have a LG phone, you need to do a network reset after changing provider before your data is working again.

You can also create a moderator support ticket to help using the ? button at the right side bottom corner of this page.

1. Tell SIMon what is the issue
2. Ask for "moderator"
3. SIMon will give your 2 choices. Click on the "Account-specific question"
4. Then, click on "No, I want a human"
5. Click "Submit a ticket"
6. Follow instruction to create support ticket.
Good luck.

Re: Multiple Issues - I need help

kselmak — Thu, 13 Feb 2020 19:05:37 GMT

Hi @js20

Welcome to the community and public mobile.

Can you please log in to your selfserve and click on payment history.

Please expand it on 90 days to have picture bit more clear of what is going on.

Not that plans z are charged in two steps, 25 is charged 10+15.

Black out the sensitive info and take screenshots and post it here so we can help you figure out what's going on and if your need to ask public mobile for what and if they owe you.

For help with data, could you please share your make and model of the phone

Thanks

Re: Multiple Issues - I need help

CannonFodder — Thu, 13 Feb 2020 20:10:34 GMT

@geopublic wrote:
@js20 wrote:
1. Signed up for $30 plan because was supposed to get one month for free (Dec promo) - never got the promo.

@js20 Public does not have a $30 plan. There are $25 and 35 plans. The only $30 is a data add-on. If you ordered that you still need a calling plan in order for it to work.

While we don't know FOR SURE, since the OP hasn't responded, if I had to take a guess, I'd tend to think that @geopublic has hit the nail on the head on this one!

Re: Multiple Issues - I need help

Luddite — Thu, 13 Feb 2020 21:05:51 GMT

@geopublic Just a point of clarification, as there is a $30 plan: https://www.publicmobile.ca/en/on/plans/30for1GB-4GLTE

As it is only data, SMS/MMS would not work, and I'm not sure it was included as an eligible plan in the promos.

So, if the OP is correct I think we should be able to help him get data up if his phone is compatible and unlocked.

@js20 What is make/model of your phone?

Re: Multiple Issues - I need help

js20 — Thu, 13 Feb 2020 21:40:17 GMT

Re: Multiple Issues - I need help

CannonFodder — Fri, 14 Feb 2020 01:55:25 GMT

@js20 Only thing I can think of, would be to change those last two entries(the ones pertaining to MVNO) to blank, because when I had those filled in the same as yours, data wouldn't work for me. OTOH, other folks here have said it works fine that way.

Re: Multiple Issues - I need help

popping — Fri, 14 Feb 2020 02:04:45 GMT

@CannonFodder wrote:
@js20 Only thing I can think of, would be to change those last two entries(the ones pertaining to MVNO) to blank, because when I had those filled in the same as yours, data wouldn't work for me. OTOH, other folks here have said it works fine that way.

These 2 MVNO fields on my APN are blank too and my data and picture MMS work.

Re: Multiple Issues - I need help

js20 — Fri, 14 Feb 2020 17:50:51 GMT

my phone is Umidigi F1 play

Data
4G LTE
Yes
Speed
LTE 700 MHz Class 13 LTE 700 MHz Class 17 LTE 800 MHz LTE 850 MHz LTE 900 MHz LTE 1700/2100 MHz LTE 1800 MHz LTE 1900 MHz LTE 2100 MHz LTE 2600 MHz LTE-TDD 1900 MHz (B39) LTE-TDD 2300 MHz (B40) LTE-TDD 2500 MHz (B41) LTE-TDD 2600 MHz (B38) LTE-TDD 2000 MHz (B34) LTE 700 MHz (B12) LTE 800 MHz (B18) LTE 800 MHz (B19) LTE 1900 MHz (B25) LTE 850 MHz (B26) LTE 700 MHz (B28)

https://www.gizmochina.com/product/umidigi-f1-play/

Re: Multiple Issues - I need help

chintan12 — Fri, 14 Feb 2020 18:12:31 GMT

Are you trying to get help in checking device compatibility ?

Re: Multiple Issues - I need help

geopublic — Fri, 14 Feb 2020 18:57:29 GMT

@js20 wrote:

my phone is Umidigi F1 play

Data
4G LTE
Yes
Speed
LTE 700 MHz Class 13 LTE 700 MHz Class 17 LTE 800 MHz LTE 850 MHz LTE 900 MHz LTE 1700/2100 MHz LTE 1800 MHz LTE 1900 MHz LTE 2100 MHz LTE 2600 MHz LTE-TDD 1900 MHz (B39) LTE-TDD 2300 MHz (B40) LTE-TDD 2500 MHz (B41) LTE-TDD 2600 MHz (B38) LTE-TDD 2000 MHz (B34) LTE 700 MHz (B12) LTE 800 MHz (B18) LTE 800 MHz (B19) LTE 1900 MHz (B25) LTE 850 MHz (B26) LTE 700 MHz (B28)

https://www.gizmochina.com/product/umidigi-f1-play/

@js20 That phone will work well without any issues.

Re: Multiple Issues - I need help

ddufour — Fri, 14 Feb 2020 23:56:24 GMT

Did you get your data working?

Re: Multiple Issues - I need help

js20 — Sun, 16 Feb 2020 18:17:31 GMT

I am confident the phone will work.

They reset my phone connection but data is still not working.

I have tried tweaking my APN settings with GID/none, and removing/adding spaces to APN type - then saving and restarting the device. Still now luck.

I see the 4g icon on the phone with the arrows, and I can see some data is getting consumed. Everytime I tweak some APN settings and restart it tries to connect and uses some data but I still cant send a picture over text or even connect to google.com.

My data says I have consume ~ 4mb now - I think it goes up by 200kb everytime I tweak APN and try to reconnect.