topic Re: Data is not working in Get Support

Data is not working

lmkwan — Thu, 06 Jan 2022 06:49:01 GMT

My data is not working. Anybody else have this problem before? I spent all day yesterday with PM trying different things to fix it but to no avail. Yes, I do have data, and I did turn it on. I've been trying to change the APN settings but I'm not sure if I'm doing it right. I didn't have a problem with data before. I have a new Apple iphone SE 2020. PM suggested I go to a nearby Public Mobile vendor (Walmart) and see if the rep there can help me. Do you think they will help?

Re: Data is not working

RosieR — Fri, 16 Apr 2021 20:01:06 GMT

@lmkwan wrote:
My data is not working. Anybody else have this problem before? I spent all day yesterday with PM trying different things to fix it but to no avail. Yes, I do have data, and I did turn it on. I've been trying to change the APN settings but I'm not sure if I'm doing it right. I didn't have a problem with data before. I have a new Apple iphone SE 2020. PM suggested I go to a nearby Public Mobile vendor (Walmart) and see if the rep there can help me. Do you think they will help?

Hi @lmkwan NO, don't go to Walmart or any other stores to fix this for you.

There are more qualified fellow customers here in the community to help you. Just wait a sec

Check out our ios/apn expert @CalgaryBen posts here

Please keep us posted

Aloha

RosieR

Re: Data is not working

Anonymous — Fri, 16 Apr 2021 19:57:38 GMT

@lmkwan : Really?! The mods shunted you off to a store?!

Do you see a data line under your My Data & Add-ons on your self-serve overview page?

Re: Data is not working

dabr — Fri, 16 Apr 2021 20:11:53 GMT

@lmkwan wrote:
My data is not working. Anybody else have this problem before? I spent all day yesterday with PM trying different things to fix it but to no avail. Yes, I do have data, and I did turn it on. I've been trying to change the APN settings but I'm not sure if I'm doing it right. I didn't have a problem with data before. I have a new Apple iphone SE 2020. PM suggested I go to a nearby Public Mobile vendor (Walmart) and see if the rep there can help me. Do you think they will help?

@lmkwan Okay, that is a poor response from moderators. Walmart is probably not the best place to go for help, but if you have a London Drugs nearby (if you're in BC/Alberta?) their staff can be very helpful, that is if you're unable to resolve it with suggestions/advice from other users here.

Re: Data is not working

computergeek541 — Fri, 16 Apr 2021 20:16:48 GMT

@lmkwan wrote:
My data is not working. Anybody else have this problem before? I spent all day yesterday with PM trying different things to fix it but to no avail. Yes, I do have data, and I did turn it on. I've been trying to change the APN settings but I'm not sure if I'm doing it right. I didn't have a problem with data before. I have a new Apple iphone SE 2020. PM suggested I go to a nearby Public Mobile vendor (Walmart) and see if the rep there can help me. Do you think they will help?

Retail stores are not places that provide customer support for Public Mobile. The service model of this carrier is online-only support. The salespeople at stores do not have access to Public Mobile accounts, so even if the person there is willing to assist, they are not equipped to do so.

Re: Data is not working

esjliv — Fri, 16 Apr 2021 20:40:11 GMT

@lmkwan wrote:
My data is not working. Anybody else have this problem before? I spent all day yesterday with PM trying different things to fix it but to no avail. Yes, I do have data, and I did turn it on. I've been trying to change the APN settings but I'm not sure if I'm doing it right. I didn't have a problem with data before. I have a new Apple iphone SE 2020. PM suggested I go to a nearby Public Mobile vendor (Walmart) and see if the rep there can help me. Do you think they will help?

@lmkwan

Try a reset of your network settings.

Re: Data is not working

HALIMACS — Fri, 16 Apr 2021 21:53:49 GMT

@lmkwan

Just to be sure, check this area of your self-serve to see if there is a data line item showing available data remaining:

If there IS A LINE item showing data, you have data remaining.

If there ISN'T a line item showing data, you are out of data.

If you have data showing as remaining, make sure all other calling features work, airplane mode is not toggled on, then try resetting network connections, manually selecting 3G vs LTE.

If after this you STILL are unable to use available data, contact moderators to advise - quite likely you'll reach a different moderator who will (hopefully) not advise to go to a retail outlet.

To contact a moderator, there are 2 methods:

Use the ticketing system for a faster response time. Click here and type moderator, then select contact us, then select you need a human now. Follow the prompts to submit a ticket, or,
Send a private message to the moderator by clicking here You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: Data is not working

lmkwan — Sat, 17 Apr 2021 03:22:39 GMT

Thanks everyone for your suggestions. Yes, I still have data on my account. I have not used it up yet. PM checked that first, I’ve toggled the airplane mode, it looks like I’ve gone through all of these steps and still not working. I’ll try everything again and see if a retailer will help and then see if another moderator can help. I’ll let you know if it gets resolved.

Re: Data is not working

cavemantoronto — Sat, 17 Apr 2021 03:26:21 GMT

@lmkwan wrote:
Thanks everyone for your suggestions. Yes, I still have data on my account. I have not used it up yet. PM checked that first, I’ve toggled the airplane mode, it looks like I’ve gone through all of these steps and still not working. I’ll try everything again and see if a retailer will help and then see if another moderator can help. I’ll let you know if it gets resolved.

Don't go to retailer. That's terrible advice that the mod gave you. Retailer can't do anything.

Re: Data is not working

lmkwan — Sat, 17 Apr 2021 03:34:17 GMT

That’s what I was think but I guess it doesn’t hurt to try.

Re: Data is not working

cavemantoronto — Sat, 17 Apr 2021 03:37:29 GMT

@lmkwan wrote:
That’s what I was think but I guess it doesn’t hurt to try.

Yes it does. Please don't go to stores when not necessary. They can't help anyway.

Re: Data is not working

BlueB — Sat, 17 Apr 2021 04:58:37 GMT

That's odd and perhaps was a miscommunication when you were writing them @lmkwan but it also wasn't clear whether data was working and recently stopped, or whether you had data before (on a different account) but never had data working at all on your current account.

It may be possible in the latter case where there's a glitch on your account. In this case, you can ask the Moderator to re-check your account settings and reset/reprovision your data in case there's a problem there.

Do you have another phone to try? If so, plug your SIM into another phone (your old phone, before your new iPhone)... does your data still work? If you plug another SIM card into the new iPhone, does data work then? This can be one way to narrow the problem to your account or phone.

Re: Data is not working

lmkwan — Sat, 17 Apr 2021 15:27:13 GMT

Hallelujah! I finally fixed it. I deleted the APN download that PM suggested to me previously, then I read a post about VPNs messing up carrier profiles. I decided to go into my VPN thinking that maybe I should disable it, but I saw a section where I could turn on cellular data so I decided to turn it on and it worked!

Thank you all for your suggestions and help. It’s comforting to know that there are so many knowledgeable people out there willing to help. By the way, this was my first major problem with my phone and was worried that I wouldn’t be able to get this fixed on my own. Glad to be part of such a great community. It makes me even more happy that I switched to PM.

Re: Data is not working

Anonymous — Sat, 17 Apr 2021 15:37:06 GMT

@lmkwan : Good to hear. Did you read about VPN in one of those links RosieR provided? Do you mean there was a cellular data option somewhere in the VPN app/options? Surely you don't mean the main cellular data toggle? Which VPN are you using?

Re: Data is not working

lmkwan — Sat, 17 Apr 2021 19:35:32 GMT

Yes, it was one of those links from RosieR that lead me down the right path. I deleted the APN app/download that PM suggested to me, then I looked under the VPN section and decided to turn on the cellular option. Yes, there was a cellular option in the VPN. I’m using Norton 360.