topic Re: Data not working in Get Support

Data not working

NicoleHaylow — Wed, 05 Jan 2022 15:28:50 GMT

My data does not want to work. I have checked the APN and it seems to be correct. It is showing 4G on the connection symbol like it is trying to send and receive data but then times out. Any suggestions?

Re: Data not working

Jb456 — Thu, 30 Jan 2020 21:16:41 GMT

Has data ever worked?

What kind of phone do you have?

If data has worked before log into self serve account and check under "My Data and add-ons" does any data show there? If nothing shows it means you used up all your data.

I'll list APN settings again just incase you want to double check them.

Re: Data not working

gblackma — Thu, 30 Jan 2020 21:16:56 GMT

@NicoleHaylow turn your phone off. Remove you SIM, wait 15 minutes, replace it and restart your phone.

@NicoleHaylow wrote:
My data does not want to work. I have checked the APN and it seems to be correct. It is showing 4G on the connection symbol like it is trying to send and receive data but then times out. Any suggestions?

Re: Data not working

Nezgar — Thu, 30 Jan 2020 21:20:45 GMT

Did it used to work on your phone, or is it a new phone?
If new, you rebooted it recently, and what kind of phone is it?
Does your data work if you put the SIM in another phone?
Are you able to send/receive MMS/Picture Messages?

Can you check your self-serve portal and confirm if you have data remaining in your 30-day allotment? If you don't see a line similar to this, you've used it up until the next plan renewal:

250 MB at 3G speed 33.063 / 250 MB

Re: Data not working

geopublic — Thu, 30 Jan 2020 21:20:13 GMT

@NicoleHaylow wrote:
My data does not want to work. I have checked the APN and it seems to be correct. It is showing 4G on the connection symbol like it is trying to send and receive data but then times out. Any suggestions?

@NicoleHaylow Make sure data is turned on and you haven't set any data limits on your device. Also post a screenshot of your APN settings if you don't mind.

Re: Data not working

kselmak — Thu, 30 Jan 2020 21:20:51 GMT

Did it ever work on that phone?

How much data you have left, you can read that in overview page

Re: Data not working

NicoleHaylow — Thu, 30 Jan 2020 21:47:01 GMT

I checked the history and I have used zero data so it would seem it has never worked. I usually use wifi and have been out of country(on airplane mode). I have a OnePlus 7 pro.

Re: Data not working

NicoleHaylow — Thu, 30 Jan 2020 21:49:15 GMT

New phone and changed to PM at the same time

did the reboot, took out the card-no change

will try sim in old phone

No can't send mms pics

Have OnePlus 7 pro shows no data usage on bill.

Re: Data not working

Jb456 — Thu, 30 Jan 2020 21:54:01 GMT

If you're unable to send MMS either then it's likely APN issue.

Can you take a screenshot of your APN settings an post here so we can take a look for you?

Re: Data not working

gblackma — Thu, 30 Jan 2020 21:55:42 GMT

Try disabling WiFi before placing your SIM back into your phone. @NicoleHaylow , is everything else working properly? And is data enabled on your phone? You need to have it on to send mms pics.

@NicoleHaylow wrote:
New phone and changed to PM at the same time
did the reboot, took out the card-no change
will try sim in old phone
No can't send mms pics
Have OnePlus 7 pro shows no data usage on bill.

Re: Data not working

NicoleHaylow — Thu, 30 Jan 2020 21:57:14 GMT

does not work on another phone

Re: Data not working

gblackma — Thu, 30 Jan 2020 21:59:51 GMT

@NicoleHaylow Check to see if everything else is working properly on the other phone. Enable data and Try to send an mms

Re: Data not working

Nezgar — Thu, 30 Jan 2020 22:00:53 GMT

If APN settings all look good, you can try a fresh start, with a network settings reset. It may auto-provision the correct settings after this and a phone reboot if you're lucky.

In Android under Settings, Network & Internet, chose the 3 vertical dots in the top right, choose "Network settings reset" and tap reset settings button.

Re: Data not working

Anonymous — Thu, 30 Jan 2020 22:02:28 GMT

@NicoleHaylow wrote:
does not work on another phone

Maybe post a screen snip of your overview page. Blank out personal info of course.

Re: Data not working

NicoleHaylow — Thu, 30 Jan 2020 22:02:54 GMT

Re: Data not working

Anonymous — Thu, 30 Jan 2020 22:08:10 GMT

@NicoleHaylow wrote:

You might need values in the MVNO fields. Review the APN settings again for your phone.

Re: Data not working

srlawren — Thu, 30 Jan 2020 22:08:19 GMT

@NicoleHaylow wrote:
I checked the history and I have used zero data so it would seem it has never worked. I usually use wifi and have been out of country(on airplane mode). I have a OnePlus 7 pro.

@NicoleHaylow the OnePlus 7 series seem to want to pick the Telus APN (sp.telus.com) out of the box. Try manually selecting the Publiic Mobile (sp.mb.com) profile and rebooting. I had to do this on my (non-Pro) OnePlus 7, and I've heard of others with 7 Pro or 7T having this issue as well.

Re: Data not working

srlawren — Thu, 30 Jan 2020 22:09:06 GMT

@gblackma wrote:
@NicoleHaylow turn your phone off. Remove you SIM, wait 15 minutes, replace it and restart your phone.

@gblackma out of curiosity, why 15 mins? Where did you get that info from? There's no reason to wait that long. Power off, SIM out, SIM in, power on is sufficient.

Re: Data not working

gblackma — Thu, 30 Jan 2020 22:12:15 GMT

Thanks @srlawren for the information , will remove the 15 minutes. I think that I saw that specific time in an accepted solution

@srlawren wrote:
@gblackma wrote:
@NicoleHaylow turn your phone off. Remove you SIM, wait 15 minutes, replace it and restart your phone.
@gblackma out of curiosity, why 15 mins? Where did you get that info from? There's no reason to wait that long. Power off, SIM out, SIM in, power on is sufficient.

Re: Data not working

Jb456 — Thu, 30 Jan 2020 22:13:04 GMT

MNVO Type you have it blank. It should be GID

MNVO value you have it blank...should be 4D4F

@NicoleHaylow