topic Re: Data Stopped working on Moto G6 in Get Support

Data Stopped working on Moto G6

MotoGoGo — Wed, 05 Jan 2022 15:15:01 GMT

Wife's phone...

Android 9 on Moto G6. Everything was working fine until a few days ago when mobile data stopped working. Talk and text still working fine as is wifi. Settings show mobile network is Public mobile and show as connected but there's a very tiny 'x' in the mobile signal level status bar indicator. (In addition, set to show mobile network provider in status bar but it's not showing). Checked all the usual suspects - airplane mode off - mobile data on - data saver off. Reset phone. Reset network. Confirmed apn settings. Weird.

Re: Data Stopped working on Moto G6

JoyLuck — Sun, 05 Apr 2020 06:00:50 GMT

Could your data have run out. Can you log into self service to check.

Re: Data Stopped working on Moto G6

computergeek541 — Sun, 05 Apr 2020 07:12:08 GMT

@MotoGoGo wrote:
Wife's phone...

Android 9 on Moto G6. Everything was working fine until a few days ago when mobile data stopped working. Talk and text still working fine as is wifi. Settings show mobile network is Public mobile and show as connected but there's a very tiny 'x' in the mobile signal level status bar indicator. (In addition, set to show mobile network provider in status bar but it's not showing). Checked all the usual suspects - airplane mode off - mobile data on - data saver off. Reset phone. Reset network. Confirmed apn settings. Weird.

The x could mean that the you have a signal and there is a valid data connection but that the other end is refusing the connection. Some phones will also say "sign into network" and show a question mark in a notification.

As per the sugguestion that you are out of data, what you can do is during this time of data not working, tried to load a website (any website). If you were a home with a working Wi-Fi connection, connect to that and refresh the website. If you get redirected to a Publci Mobile website that gives possible reasons for data not working (suspsicious activity, out of data, account suspended, etc.), you're probably out of data. That can be further confirmed with the suggestion from earlier by going into your self serve account. If no data amount is listed as remaining, you don't have any left.

Re: Data Stopped working on Moto G6

MotoGoGo — Sun, 05 Apr 2020 06:36:58 GMT

have used about 200m of 1G

Re: Data Stopped working on Moto G6

JoyLuck — Sun, 05 Apr 2020 06:43:00 GMT

@MotoGoGo wrote:
have used about 200m of 1G

Have a look at this url. There are a few options you can try.

https://help.ting.com/hc/en-us/community/posts/360033483373-Moto-G6-no-Mobile-Data-after-Android-9-update

Re: Data Stopped working on Moto G6

MotoGoGo — Sun, 05 Apr 2020 06:44:46 GMT

With Wifi off, I can't surf to any websites - I receive a 'not connected' message. As soon as I turn the Wifi on, I get a message from google that the site I was trying to reach is now available (which it is).

Re: Data Stopped working on Moto G6

JoyLuck — Sun, 05 Apr 2020 06:59:02 GMT

I sent the page to your inbox. See envelope icon top right.

Re: Data Stopped working on Moto G6

MotoGoGo — Sun, 05 Apr 2020 07:10:13 GMT

Profile update

Find and tap Settings
Find and tap System Update
Find and tap Update Profile.
Once the update is complete, tap Ok

Above does not work as there's no 'Update Profile' option.

Open the dialer
Dial *#*#72786#*#*
Tap Ok - the phone will restart and begin configuring the network connection

Tried the above but when I enter the last * the string disappears and nothing happens.
1. I turned off my Moto G6
2. I removed my SIM card
3. I turned on my device
4. I accessed the Settings \ Advanced \ Reset options menu
5. I tapped the Reset Wi-Fi, mobile & Bluetooth
6. Once the reset was confirmed and completed, I turned off my device
7. I added my SIM card
8. I turned on my device
9. I accessed the Network & Internet \ Mobile network \ Advanced \ Carrier settings menu
10. I tapped the Update device config
11. Once the Update device config was completed, I tapped the Update PRL option
12. The Update PRL option told me that there was no update available
13. I exited the Settings menu
14. A few seconds later, the 'LTE' symbol popped up in the task bar.
Tried the above but can't get past 9 as there is no 'Carrier Options' selection.

Re: Data Stopped working on Moto G6

geopublic — Sun, 05 Apr 2020 07:14:04 GMT

@MotoGoGo Make sure your data is turned on. If your data use on the try doing a network reset.

Re: Data Stopped working on Moto G6

MotoGoGo — Sun, 05 Apr 2020 07:15:52 GMT

Data turned on.

Have reset network setting at least 1/2 dozen times. No change.

Re: Data Stopped working on Moto G6

JoyLuck — Sun, 05 Apr 2020 07:19:13 GMT

@MotoGoGo wrote:
Data turned on.

Have reset network setting at least 1/2 dozen times. No change.

If you cannot find a solution you may want to contact a moderator:

To contact a moderator who can access your account to assist you do the following:

Click on the green question mark in the bottom right of your screen.Type "moderator" and follow the prompts.

Choose "account-specific question" and then "No, I want a human" and submit a ticket. Once connected follow the prompts to submit your question.

Check the envelope icon (top right) to make sure your message was sent in the sent folder and the reply from the moderator will be in your inbox.

"To ensure the safety of our team members during the COVID-19 pandemic, our Moderator team is working at reduced levels. During this time, you may experience longer than normal wait times when contacting our Moderator team for help."

Moderator Hours:
- Monday to Friday: 8AM- midnight EST
- Saturday and Sunday: 8AM- 10PM EST

Re: Data Stopped working on Moto G6

JoyLuck — Sun, 05 Apr 2020 07:28:34 GMT

@MotoGoGo wrote:
Data turned on.

Have reset network setting at least 1/2 dozen times. No change.

You may want to contact a moderator if you cannot find a solution. Click on the ? in the bottom right screen and follow the prompts. Ask for an account-specific question and then No, I want a human and submit a ticket. Once connected follow the prompts to submit your question. Check your sent folder to ensure the question got sent and check your inbox for a reply from the moderators.

Note:

"To ensure the safety of our team members during the COVID-19 pandemic, our Moderator team is working at reduced levels. During this time, you may experience longer than normal wait times when contacting our Moderator team for help."

Moderator Hours:

Monday to Friday: 8AM- midnight EST

Saturday and Sunday: 8AM- 10PM EST

Re: Data Stopped working on Moto G6

MotoGoGo — Sun, 05 Apr 2020 07:33:07 GMT

Just rechecking apn settings....

PUBLIC forums it suggest leaving APN type blank. When I reset my network settings they are automatically refilled as per what's shown in the forums except showing APT Type as: "default.mms,agps,supl.fota,hipri"

Re: Data Stopped working on Moto G6

JoyLuck — Sun, 05 Apr 2020 07:43:09 GMT

@MotoGoGo wrote:
Just rechecking apn settings....

PUBLIC forums it suggest leaving APN type blank. When I reset my network settings they are automatically refilled as per what's shown in the forums except showing APT Type as: "default.mms,agps,supl.fota,hipri"

That is correct. You can have a look at this too. Thanks to @geopublic

https://productioncommunity.publicmobile.ca/t5/Phones-Hardware/data-plan-not-working/m-p/470423#M36812

Re: Data Stopped working on Moto G6

gblackma — Sun, 05 Apr 2020 07:48:00 GMT

@MotoGoGo can you take a screenshot of your APN settings and post them here. Thanks

And the moto G6 does not have the PM 4g LTE bands select, 3G as your mobile data and restart your phone. Turn it off wait for 30 seconds and restart it. Try to access data now.

Re: Data Stopped working on Moto G6

MotoGoGo — Sun, 05 Apr 2020 07:56:29 GMT

@gblackma wrote:
@MotoGoGo can you take a screenshot of your APN settings and post them here. Thanks
And the moto G6 does not have the PM 4g LTE bands select, 3G as your mobile data and restart your phone. Turn it off wait for 30 seconds and restart it. Try to access data now.

Working on screenshots.

Change to 3G and rebooted. No change. Note that selection (and display) has always show LTE before and it's worked fine. In any case, changing to 3G and rebooting still doesn't access data.

Re: Data Stopped working on Moto G6

MotoGoGo — Sun, 05 Apr 2020 08:13:31 GMT

Re: Data Stopped working on Moto G6

gblackma — Sun, 05 Apr 2020 08:33:28 GMT

@MotoGoGo what's in these 2 settings?

MVNO type: GID
MVNO value: 4D4F

Some phone models work if empty and others if entered. Reverse what ever they are now. And if you use mobile hotspot, you may consider adding dun to your APN type. Save, restart and try your data again. Let us know if this works.

My dad has the G7 and got an update yesterday did you get one too?

Re: Data Stopped working on Moto G6

MotoGoGo — Sun, 05 Apr 2020 08:42:58 GMT

@gblackma wrote:
@MotoGoGo what's in these 2 settings?
MVNO type: GID
MVNO value: 4D4F
Some phone models work if empty and others if entered. Reverse what ever they are now. And if you use mobile hotspot, you may consider adding dun to your APN type. Save, restart and try your data again. Let us know if this works.
My dad has the G7 and got an update yesterday did you get one too?

Sorry, didn't include those bits. They were set as you've shown. If I set the MVNO type to 'none' and hit save, the Mobile Internet Access Point configuration gets deleted. Did this twice wondering if I hit 'delete' by mistake, but nope, when I hit save, the profile gets deleted and I have to recreate it by resetting network. Don't know if there was an update yesterday - maybe - it's my wife's phone - but the data apparently stopped working several days ago (I suppose there could have been an update then)

Re: Data Stopped working on Moto G6

MotoGoGo — Sun, 05 Apr 2020 08:46:50 GMT

Going to have to give it a rest for tonight - will try again in the morning. Thanks so much for your help folks.