topic Re: Data network is not working in Get Support

Data network is not working

Glennchoi — Sun, 24 Jul 2022 18:45:55 GMT

I have galaxy A32, currently network is not working for a few weeks. I followed all instruction including, restart, check connection, check memory, reset network and etc.

I need to talk to tech support to go over. Please help me.

Also when I set up this community, it said it will send me an email for the rest of the registration, but I didnt receive any email. Therefore I cant create ticket.

Re: Data network is not working

dust2dust — Sun, 24 Jul 2022 18:49:06 GMT

I have a Canadian market A32 as well. It works fine.

Do you mean the network as a whole? Or data? Can you talk and text?

Is it possible that you are out of data on the account?

Check your APN settings or provide some screenshots of what you have.

Re: Data network is not working

hTideGnow — Sun, 24 Jul 2022 18:55:30 GMT

Hi @Glennchoi did you try your PM sim card on another phone? we need to make sure if it is a network or device problem

And you have checked My Account? It is showing active for your account?

For the registration confirmation, check spam folder, maybe it is there

Re: Data network is not working

iliketotalk — Sun, 24 Jul 2022 18:56:26 GMT

@Glennchoi hi has data worked here with this phone? did you recently have a different sim in your phone? do calls and texting work

Re: Data network is not working

Glennchoi — Sun, 24 Jul 2022 18:58:28 GMT

I have one more account with my wife's phone. Problem is there.

Re: Data network is not working

hTideGnow — Sun, 24 Jul 2022 19:00:04 GMT

Hi @Glennchoi not sure whats the problem about you have one more account with your wife's phone. Do you mind to explain?

Re: Data network is not working

Glennchoi — Sun, 24 Jul 2022 19:04:29 GMT

Network problem is on my wife's phone. I'm writing on my phone to ask questions.

Re: Data network is not working

Glennchoi — Sun, 24 Jul 2022 19:28:25 GMT

I just checked the sim card on another phone. Apprently the sim card is not working. I double checked on 3rd phone and the sim card is not working.

Re: Data network is not working

darlicious — Sun, 24 Jul 2022 19:29:24 GMT

@Glennchoi

Me too....but my phone is from 2017 (A320 international version). We can help you troubleshoot but we have to narrow down the issue. So start with @dust2dust 's questions....

Do you have any services? Talk? Text? Data?
Does the account have an active service plan?
Is each feature available for use? ie. Plan data is still available?

And @iliketotalk and @hTideGnow 's questions....

Have you tried the sim card in another phone? Vice versa?
What was the result?

And me....

Are you connected to or see Public Mobile as your network?
If no are you connected to any network? What networks are offered in mobile networks?
What is the name of your APN (Access Point Network)?

Re: Data network is not working

darlicious — Sun, 24 Jul 2022 19:31:20 GMT

@Glennchoi

Ok then check the account is it active?

Re: Data network is not working

hTideGnow — Sun, 24 Jul 2022 19:32:15 GMT

hi @Glennchoi account is active?

open ticket with CS agent and see if they can see anything wrong on the back end

at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

start by typing : Contact CS Agent
then Click "Contact Us"
then Click "Other"
finally Click "Click here to submit a ticket"
you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the CS Agent (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Data network is not working

Glennchoi — Sun, 24 Jul 2022 19:52:02 GMT

The service is unlimited talk, 3gb data

Currently Active service plan shown on my account page.

Plan data is still available but we got text message that we used all data.

Sim card on another phone is not working. Double le checked on 3rd phone as well.

For last questions, I only have public. I think its sim card issue.

Re: Data network is not working

darlicious — Sun, 24 Jul 2022 20:05:16 GMT

@Glennchoi

If the problem appeared after renewal there is a chance the sim card can be reprovisioned by customer support. If it cannot and it just up and died then you need to replace the sim card with a new one and perform a sim swap in your account.

You can order one from public mobile, there are some still available on Amazon.ca which may be quicker. If you live in a major city then you may be able to find a sim card at a telus or koodo corporate store but call first so you don't waste your time.

I would ask customer support for a credit on the purchase price of a new sim card. If they are not available locally I would also ask for a credit for the days that you are unable to use the service starting from today. With the recent changes to a solely online service model pm decided restricting the availability of retail sales of sim cards was in its best interests. However that is contradictory to the best interests of the customer and becomes an accessibility issue. You should not have to pay for their poor decisions.

To contact customer support : Submit a support ticket via SIMon the chat bot Click here

Or if you cannot submit a ticket via SIMon then Click here ....for additional member supplied info.

Re: Data network is not working

dust2dust — Sun, 24 Jul 2022 20:13:15 GMT

It has become harder to believe the new account system. Can you login on another device or another browser that has never seen the account to see if it agrees with what you're seeing. Preferably a non-mobile. Then look for data and look to make sure it says the account is Active.

Re: Data network is not working

Timer — Sun, 24 Jul 2022 20:47:04 GMT

@Glennchoi

you device has a Single SIM or Dual SIM,

if has Dual SIM, remove the SIM #1 and insert in #2,, or Reverse the method from SIM #2 to insert #1

How to insert the SIM card

check your APN Settings

and rebooting device.

Re: Data network is not working

Glennchoi — Sun, 24 Jul 2022 22:51:32 GMT

Only one sim card.