topic Re: can't use data in Get Support

can't use data

Soumaia — Thu, 02 Jun 2022 18:56:45 GMT

Hi,

I have bought a new phone. can't access the Public Mobile data when I don't have access to WIFI. tried all the steps explained in another post regarding APN. have also tried to remove my SIM card from the new phone and try it on the old, nothing works. Still have the same error: Internal Server Error. Also data balance is supposed to get reset on the 1st day of the month, so my balance should be good. Any help? I have spent too many hours trying to figure it out with the tools provided here ...

Thank you!

Re: can't use data

hairbag1 — Thu, 02 Jun 2022 18:58:38 GMT

What make / model phone please ?

Re: can't use data

DDM69 — Thu, 02 Jun 2022 18:59:39 GMT

Are you connected to the Public Mobile network?

Is cellular data turned on?

Re: can't use data

benfatto — Thu, 02 Jun 2022 19:39:11 GMT

@Soumaia Account reset will not occur on the 1st of every month, but every 30 days.
Look at Data & add-ons in your self serve account. If there is no line item labeled Data then you've used all the current data allowance.

Re: can't use data

dabr — Thu, 02 Jun 2022 19:52:09 GMT

@Soumaia All plans reset every 30 days and are never on a set day of each month as noted earlier, so depending on your renewal date, it's possible you've already depleted your plan allotment.

First check what's available under My Data/Add-ons on the overview page. If the data line is missing, then you either can wait until next renewal or purchase add-on data to tide you over. Add-on data costs $15/1GB but any remaining data from it will roll over every cycle until depleted. Also you need to add funds first and then back to buying the add-on if you go to this option.

Check that you haven't set the data limiter on your phone. You would also need to sync the dates of your renewal to your phone's data to get a more accurate read of how much data you maybe using each 30 days.

Re: can't use data

Soumaia — Thu, 02 Jun 2022 20:26:25 GMT

S22

Re: can't use data

softech — Thu, 02 Jun 2022 20:32:46 GMT

@Soumaia you could have used up you data already. Login to My Account, check if you see a line about data at My Data & Addons.

Re: can't use data

BKNS27 — Fri, 03 Jun 2022 01:18:37 GMT

@Soumaia

Your Samsung S22 is a new phone so it can’t be locked by a carrier.
If you purchased it privately then it could be Blacklisted.

Check on: https://www.devicecheck.ca/check-status-device-canada/

Re: can't use data

computergeek541 — Fri, 03 Jun 2022 06:06:46 GMT

@BKNS27 wrote:
@Soumaia
Your Samsung S22 is a new phone so it can’t be locked by a carrier.
If you purchased it privately then it could be Blacklisted.
Check on: https://www.devicecheck.ca/check-status-device-canada/

@Soumaia

Are text messaging and voice services working? I'm going to assume that they are because you made no mention of that in your concerns about the service

@BKNS27

A phone being reported as lost or stolen wouldn't only affect data services.

Re: can't use data

BKNS27 — Fri, 03 Jun 2022 15:46:09 GMT

@computergeek541

Good point. Thanks