topic Re: Data in Get Support

Data

Mouonlight — Sat, 23 Apr 2022 03:14:25 GMT

@CS_Agent for the last two months my data has not been working. All my bills are up to date.

Re: Data

JK8 — Sat, 23 Apr 2022 03:11:25 GMT

@Mouonlight

Have you tried to reset your network settings? How about your apn settings?

https://www.publicmobile.ca/en/bc/get-help/articles?q=Apn

Have you checked in self service under My Data & Add-Ons to see if you have data left?

Re: Data

esjliv — Sat, 23 Apr 2022 03:12:56 GMT

@Mouonlight you are not communicating with CSA here.

Public Mobile Customer Support Agent (CSA)_Team, are reached by two methods found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Are all your calling and texting features working okay?

Is your data option turned on in the settings of your device?

Things to try:

*restarting your phone

*perform a reset network settings on your device

*try your SIM card into another compatible phone

Re: Data

hTideGnow — Sat, 23 Apr 2022 03:23:14 GMT

HI @Mouonlight What kind of phone do you have?

did you try to put your SIM in another phone to test it out? It sounds like a device issue

Try to run a Network Reset. If still fail, please post your APN settings on your phone, maybe one or two entries was wrong

Re: Data

Mouonlight — Sat, 23 Apr 2022 03:24:55 GMT

Yes I have. My data just stopped working two months ago.

Re: Data

Mouonlight — Sat, 23 Apr 2022 03:27:02 GMT

It said online you can tag an agent. I tried to send an email but it won’t recognize agent address. Yes I tried all those things. One day it was working the next it was not. I have data. Bill is paid.

Re: Data

JK8 — Sat, 23 Apr 2022 03:28:19 GMT

@Mouonlight wrote:
It said online you can tag an agent. I tried to send an email but it won’t recognize agent address. Yes I tried all those things. One day it was working the next it was not. I have data. Bill is paid.

There are 2 options below to try and contact an agent.

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to our Agents. Click here to get started.
Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.

Re: Data

softech — Sat, 23 Apr 2022 03:28:30 GMT

@Mouonlight

is yours an iPhone or Andrdoid?

if iPhone, update the Carrier Profile

If Android, check the APN settings, start with this:

APN: sp.mb.com
Proxy:
Port:
Username: <blank>
Password: <blank>
Server:
MMSC: http://aliasredirect.net/proxy/mb/mmsc
MMS Proxy: mmscproxy.mobility.ca
MMS Port: 8799
MMS Protocol: WAP 2.0
MCC: 302
MNC: 220
Authentication Type: Not Set
APN Type: default,supl,mms
default,mms,agps,supl,fota,hipri
APN protocol: IPv4
APN roaming protocol: IPv4
APN enable/disable: APN enabled
Bearer: Unspecified
MVNO type:GID
MVNO value: 4D4F

Re: Data

esjliv — Sat, 23 Apr 2022 03:28:33 GMT

@Mouonlight - you do not tag CS_Agent here though.

You can submit a ticket in two ways in that link I provided in my first post. Click on it see how you get along.

Re: Data

Mouonlight — Sat, 23 Apr 2022 03:29:19 GMT

An iPhone X.
I talked to the bot about apn settings and in put what it suggested.
I tried resetting.
Data was working on this device, now it’s not.
Thank you

Re: Data

softech — Sat, 23 Apr 2022 03:30:48 GMT

@Mouonlight wrote:
An iPhone X.
I talked to the bot about apn settings and in put what it suggested.
I tried resetting.
Data was working on this device, now it’s not.
Thank you

@Mouonlight and your voice calls are working?

What iOS version do you have? Check it , and update to the latest stable version

What Carrier profile you have ? Update it to the latest one

Re: Data

Mouonlight — Sat, 23 Apr 2022 03:34:34 GMT

Yes voice calls are working. iOS 15.4.1

carrier profile public mobile 50.0

Thanks for the help tho

Re: Data

JK8 — Sat, 23 Apr 2022 03:36:14 GMT

@Mouonlight wrote:
Yes voice calls are working. iOS 15.4.1
carrier profile public mobile 50.0
Thanks for the help tho

Can you try your sim in another unlocked phone to see if data works?

Re: Data

JL9 — Sat, 23 Apr 2022 03:36:56 GMT

Definitely open a ticket and/or send a private message to CS_Agent. 2 months is way too long to go without, especially if you tried all the suggested troubleshooting steps already

Re: Data

softech — Sat, 23 Apr 2022 03:39:22 GMT

@Mouonlight that is not beta 15.4.1, right? just want to confirm, the couple 15.4 beta version has problem with Data

Re: Data

Mouonlight — Sat, 23 Apr 2022 03:40:44 GMT

Okay thank you. The bot wasn’t helpful. And for whatever reason when I typed cs_agent in send to box it wouldn’t recognize it.

Re: Data

Mouonlight — Sat, 23 Apr 2022 03:41:41 GMT

Thank you I tried that. No cigarillo.

Re: Data

softech — Sat, 23 Apr 2022 03:44:41 GMT

@Mouonlight honest, that look more like a device issue than an account issue But no harm to open ticket with PM and have them check. To open ticket:

1. If you have access to My account: Click on the bubble on the lower right or https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗"

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply you there

But , try to reset the network once as well.

Settings > General > Reset > Reset Network Settings.

(please note this also resets Wi-Fi networks/passwords,)

Also, try to change the Preferred Network Type to 3G Only and see if it helps

And , the best check to see if it is an account or device issue is to try your PM SIM on another phone

Re: Data

Mouonlight — Sat, 23 Apr 2022 03:44:44 GMT

I’m not sure if it is beta or not

Re: Data

Mouonlight — Sat, 23 Apr 2022 03:45:28 GMT

Thank you I did. Yes I’ve been too busy to deal with it lol