topic Re: no internet connection in Get Support

no internet connection

stookie — Tue, 04 Jan 2022 19:37:11 GMT

Hi, I am using huawei y6 pro dual sim android 5.1. Both IMEIs were checked on PM site saying it should work. I can make a calls via PM network using my phone. I am also registered in data network indicating presend of 4G and H, but still cannot connect. Access Point APN is set up correctly as per this link https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updated-Setting-Up-Data-APN-On-Your-Phone/ta-p/26

Any idea why I still cannot go to internet? Using my older dual sim MOTO G 2nd generation it works so it is not issue of SIM card. I assume there is some tricky setup about which I have no clue. Thanks for feedback.

Re: no internet connection

xCameron94x — Mon, 11 Sep 2017 17:09:17 GMT

This is a screen shot of the two y6 Pro models, and their compatability with PM. As you can see, both are limited. Based off what I can see on your post. If you have texts and calls working, Im assuming you have theTIT-U02 model. So you are unable to access 4G LTE, so you can only access 3G Speeds. or maybe it is just unable to connect to data somehow, perhaps someone else can weigh in

Have you tried restarting your phone?

Re: no internet connection

stookie — Mon, 11 Sep 2017 17:25:33 GMT

Hello,

actually I have **bleep**-L01

Brought from Europe. I assumed there would be issue with 4G but I brought it anyway and I turned 4G off. It indicates it gets 3G signal but actually in reality it does not work. Yes I restarted couple of times. Do you kow by any chance if **bleep**-L01 has chance to connect or can we exclude this hypothesis? In that case I go back to my old phone for a while. Thank you

Re: no internet connection

stookie — Mon, 11 Sep 2017 17:35:54 GMT

I did my research based on your input and this link https://productioncommunity.publicmobile.ca/t5/Getting-Started/How-do-I-know-if-my-phone-will-work-on-the-Public-Mobile-network/td-p/204 and it looks like https://www.mobileshop.eu/mobile-phones/huawei/y6-pro-dual-sim-**bleep**-l01/ I miss 850 for 3G one way and 1700 for LTE for one way. That's why I can see the signal but it communicates only one way (up or down I am not sure), so phone cannot receive or send data. Thanks a lot for your feedback.

Re: no internet connection

stookie — Mon, 11 Sep 2017 17:38:13 GMT

It filters out the T1T world so cannot really post the whole link for specs of my model.

Re: no internet connection

CS_Agent — Mon, 11 Sep 2017 17:43:26 GMT

Hi stookie,

Thank you for reaching out to us.

Since that your phone frequencies band does not match to the required one with US, I regret to inform you that this device won't be able to connect on Data service.

Cheers

Abdoulaye

Re: no internet connection

xCameron94x — Mon, 11 Sep 2017 17:43:50 GMT

If it is from Europe, then it deffenitly will not work.

For 3G Telus uses 850/1900

This model uses: 900 / 2100

So you are most likely connecting to a bell tower, thats why calls work, but you are unable to access data, or have very limited access to it

Re: no internet connection

CS_Agent — Mon, 11 Sep 2017 17:47:07 GMT

Hi,

Indeed, we are just only the TELUS network coverage.

Cheers

Abdoulaye

Re: no internet connection

Patdezo — Mon, 11 Sep 2017 19:16:49 GMT

Bonjour j'ai un asus zenphone 3 max dual sim je peut faire des call jai programer le apn et toujour pas de donner help

Re: no internet connection

CS_Agent — Mon, 11 Sep 2017 19:30:14 GMT

Bonjour Patdezo,

Merci de nous avoir contactés concernant votre problème de connexion aux données Internet.

Tout d'abord, vous devriez s'assurer de mettre a jour le système d'exploitation de votre téléphone. Si le problème persiste, veuillez nous envoyer un message privé pour plus d'assistance.

Cordialement

Abdoulaye

Re: no internet connection

srlawren — Mon, 11 Sep 2017 19:57:23 GMT

@xCameron94x small correction: it's ROGERS that operates a 2G GSM network in Canada, not Bell. But otherwise a great response. 🙂

Re: no internet connection

sheytoon — Tue, 12 Sep 2017 10:25:59 GMT

@xCameron94x, @CS_Agent (Abdoulaye):

Sorry, but that's not correct. If phone calls work on 3G, then so should data. Bell and Telus do in fact share network coverage, including all frequencies for 3G and almost all for LTE (except LTE B30). Moderators, please try to be more knowledgeable about this.

@stookie

The specs say 850 and 1900 MHz are not supported, can you confirm you can make voice calls / SMS with a Public Mobile SIM? If so, the phone specs on the website are wrong and we can continue.

Are you sure the APN is set up correctly and data is enabled on the correct SIM? Are you using both SIM slots simultaneously? I think only one of them will work with data. Have you tried putting the PM SIM in the other slot? For 3G 850 MHz (B5), there's no other bands that would work with downlink only, otherwise your voice calls would not work. You have another issue entirely.

Can you post screenshots of your APN settings?

Re: no internet connection

stookie — Tue, 12 Sep 2017 12:04:13 GMT

Hello @sheytoon ,

thank you for follow up post.

I attach all the screenshots requested.

Currently using only 1 slot for PM (testing slot number 2) with all networks enabled.

Screens also show the 4G and 3G presents. Phone is tuned up for both bands.

SMS works fine. I sent 2 msgs this morning to my overseas phone having with me and both were delivered.

I can also make a calls. I tried number of times, also this morning for the slot 2. Other party was able to hear me and I was able to hear them.

Re: no internet connection

sheytoon — Tue, 12 Sep 2017 17:23:20 GMT

@stookie

Thanks for the screenshots. You might want to remove your phone number from one of them.

Honestly I don't see anything wrong. SIM 2 supports 3G, so it should work. Can you try one thing? Enable data roaming (hopefully you are not near the US border) and try data again. It's a long shot, but maybe the phone didn't read the network info correctly from the SIM.

A few more questions: do you have data on your plan? If you log in online, does it show active data remaining in your billing cycle? Have you successfully used data on THIS phone with another provider/SIM on 3G?

Re: no internet connection

stookie — Wed, 13 Sep 2017 01:13:07 GMT

hello @sheytoon

that roaming did not help. still getting msg no internet connection. but thanks for the tip anyway.

yes i have data plan. i have used befor with moto g but when i got this huawei with 2gb ram from friend of mine i wanted to use it here. Looks like this is not possible due to incompatibility.

I have used this phone in EU for european data plan and it worked fine accross number of countries. Today I changed sim to my old moto G and will stick with it until I find some other affordable dual SIM to be working in Public Mobile.

Thank you

Re: no internet connection

sheytoon — Wed, 13 Sep 2017 01:37:13 GMT

Thanks for the update. Wish I had more ideas, but I really don't know why it's not working 😞

My final suggestion would be to try a factory reset of the phone, but that is also a long-shot.

Re: no internet connection

NitinSharma725 — Fri, 24 Aug 2018 13:30:57 GMT

Hi, I've a Lenovo ZUK Z2 Plus. I've checked the network compatibility with the help of the IMEI number. It works. I've also checked that my phone supports frequency bands:

GSM - 850, 900, 1800, 1900; WCDMA - 850, 900, 1900, 2100; 4G LTE (TDD) - Bands (38, 39, 40, 41), LTE (FDD) - Bands (1, 2, 3, 4, 5, 7, 😎

The APN setting were also rest. Still there's no internet connectivity.

Can someone help?

Re: no internet connection

Dunkman — Fri, 24 Aug 2018 13:58:13 GMT

@NitinSharma725

Your phone should work with Public Mobile.

Check your APN Setting for your specific phone...

https://apn-canada.gishan.net/en/apn/public-mobile/lenovo-zuk-z2

Make sure it is exactly the same including upper and lower case letters.

Reboot phone.

Check your self service plan to make sure that your data is active or you have enough data left.

Another idea is possibly backup your phone and do a factory reset.

Re: no internet connection

stookie — Fri, 24 Aug 2018 13:58:48 GMT

As per this https://www.gsmarena.com/lenovo_zuk_z2-8125.php you should be OK with PM network. Are you sure the phone is unlocked? Can you make at least a call from that phone?

Re: no internet connection

NitinSharma725 — Wed, 29 Aug 2018 14:23:03 GMT

@Dunkman Thanks for the suggestions.

I tried them all including factory reseting the phone but the issue persists. And yes, there is data available and active.