topic Re: Can’t submit ticket in Get Support

Can’t submit ticket

Louisthemoose — Thu, 03 Feb 2022 19:27:46 GMT

How do I get support I tried to submit a ticket but was not able too, my iPhone seems to work , but not data I can’t access the internet , I have airplane mode off so that’s not the problem

Re: Can’t submit ticket

softech — Thu, 03 Feb 2022 19:29:28 GMT

@Louisthemoose are you on iOS15.4 beta? Please check your version

If it is 15.4 Beta, it is known that it does not work on PM. You will likely need to downgrade it back to 15.3 or 15.2.1

But before doing so, try one more thing, do a Network Refresh. If it still work, downgrade is the way to go

Re: Can’t submit ticket

Anonymous — Thu, 03 Feb 2022 19:37:54 GMT

@Louisthemoose : If you have updated to the beta 15.4 version then you will need to undo it and go back to 15.3. It's a known problem.

Edit: @CountyDownIeUk : Do you know if there's a setting somewhere deep in an iphone to use ipv4 rather than ipv6? Or would the old unlockit.co.nz thing allow that?

Or even is @CalgaryBen still around?

Re: Can’t submit ticket

pkaraa — Thu, 03 Feb 2022 19:32:56 GMT

when did it stopped working?

A network reset might fix it. Or post screenshot of your network settings here.

Re: Can’t submit ticket

VIP_Tech — Thu, 03 Feb 2022 19:37:38 GMT

Hi @Louisthemoose

maybe you use all data then is will be stop until next renewal cycle, or purchase Add-ons.

1. try to do reset your network settings,

2. try downgrade iOS some report has a issue with data.. How to uninstall iOS or iPadOS beta software - Apple Support

if needed get in touch with Customer Support Agent (publicmobile.ca)

if SIMon, can't submit a ticket send Private Messages to Customer Support Agent

and you Check your Community private message inbox (click on the envelope top right of your screen)

CSA Hours Of Operation (publicmobile.ca)

Verify your identity (publicmobile.ca)

Re: Can’t submit ticket

softech — Thu, 03 Feb 2022 19:44:39 GMT

@Anonymous wrote:

Edit: @CountyDownIeUk : Do you know if there's a setting somewhere deep in an iphone to use ipv4 rather than ipv6? Or would the old unlockit.co.nz thing allow that?
Or even is @CalgaryBen still around?

@Anonymous Some Rogers people had same issue with 15.3 beta and a network refresh could fix it. I wonder

for ipv4/v6, I think the IP we are getting from carrier has to be IPv6. Not sure if IPv4 would work. But I think this APN setting is the one?

APN protocol: IPv4/IPv6

Re: Can’t submit ticket

Anonymous — Thu, 03 Feb 2022 19:50:00 GMT

@softech : On an Android yes. Mine is set to IPv4. Data works. I try IPv6 and it doesn't work. I go back to IPv4 and it works.

Re: Can’t submit ticket

softech — Thu, 03 Feb 2022 19:54:00 GMT

@Anonymous wrote:
@softech : On an Android yes. Mine is set to IPv4. Data works. I try IPv6 and it doesn't work. I go back to IPv4 and it works.

@Anonymous thanks for testing on the Android!!!

I wonder we can have some iPhone users to try the settings even on other iOS version

@Louisthemoose What is it showing on your APN settings, specifically the entry APN protocol?

Re: Can’t submit ticket

Louisthemoose — Thu, 03 Feb 2022 19:54:05 GMT

Thank you everyone for your help , the problem seems to be the beta ios , again thank you !

Re: Can’t submit ticket

softech — Thu, 03 Feb 2022 19:55:56 GMT

@Louisthemoose wrote:
Thank you everyone for your help , the problem seems to be the beta ios , again thank you !

Before you downgrade..

can you first try:

1. do a network reset and see if it work

2. if fails, check your APN setting, with the entry APN protocol , let us know what is it at the moment

Re: Can’t submit ticket

Anonymous — Thu, 03 Feb 2022 20:03:54 GMT

@softech : Please provide the tap keystrokes to get to that setting.

Re: Can’t submit ticket

CountyDownIeUk — Thu, 03 Feb 2022 20:05:14 GMT

@softech wrote:
@Anonymous wrote:

Edit: @CountyDownIeUk : Do you know if there's a setting somewhere deep in an iphone to use ipv4 rather than ipv6? Or would the old unlockit.co.nz thing allow that?

Not sure. I am on latest iOS with no issues. If unlockit.co.nz is the site that gives APN settings. Try it out. But on an iPhone you download it, find it and install it same as a downloaded only version of iOS.

Re: Can’t submit ticket

softech — Thu, 03 Feb 2022 20:06:14 GMT

@CountyDownIeUk you want to test out iOS15.4 Beta for the Community?

Re: Can’t submit ticket

softech — Thu, 03 Feb 2022 20:08:08 GMT

@Anonymous wrote:
@softech : Please provide the tap keystrokes to get to that setting.

Again, I am no iOS expert.. but here are the 2 places.. (iOS experts, correct me if it is wrong)

you can view your APN settings in one of the following locations:

Settings > Cellular > Cellular Data Options > Cellular Network
Settings > Mobile Data > Mobile Data Options > Mobile Data Network

Re: Can’t submit ticket

CountyDownIeUk — Thu, 03 Feb 2022 20:22:32 GMT

@softech wrote:
@CountyDownIeUk you want to test out iOS15.4 Beta for the Community?

Lol...😏. Nah.....still working on the beta version of the Community and My Rewards

Re: Can’t submit ticket

CalgaryBen — Thu, 03 Feb 2022 20:32:20 GMT

@Anonymous wrote:
Or even is @CalgaryBen still around?

I'll make an appearance if I'm summoned, unless everything is under control! Which it often is! It's been so long since I've logged in that I almost forgot my password...

@softech wrote:
you can view your APN settings in one of the following locations:
Settings > Cellular > Cellular Data Options > Cellular Network
Settings > Mobile Data > Mobile Data Options > Mobile Data Network

First path doesn't lead to any APN settings. It only provides Romaing, LTE/3G selection, Low Data Mode, and IP address tracking.

Second path doesn't exist (could be regional/carrier-specific).

To view APN settings and IP address provided by the network, I'd refer to this old post, which is still apropos.

Nice job on narrowing down the iOS beta issue @softech! Apple (and other companies) don't pay me to do QA on their software, so I would never volunteer to run/test their betas! This would be a good example of why waiting for production releases are a good idea!

Cheers!

Re: Can’t submit ticket

softech — Thu, 03 Feb 2022 20:40:58 GMT

@CalgaryBen and I am surprise so many non-techy people are using Beta (some don't know why they are using it, some didn't know how to take it off) . LoL

credit goes to @Anonymous as well, z10 has been on this Apple QA journey together. Ironically , we are both Orange users (Android) 🙂

Re: Can’t submit ticket

Anonymous — Thu, 03 Feb 2022 20:44:10 GMT

Thanks for stopping by @CalgaryBen : ~~Is it the unlockit.co.nz that would let one into the APN settings? We're trying to identify if IPv6 is the problem.~~ NVM.

Re: Can’t submit ticket

computergeek541 — Thu, 03 Feb 2022 23:35:06 GMT

@Louisthemoose wrote:
Thank you everyone for your help , the problem seems to be the beta ios , again thank you !

For future reference, please assign solutions to a member who has helped answer your question (rather than a self solution). I have made the change for you.