topic Re: mobile internet/data in Get Support

mobile internet/data

vikada — Wed, 03 Aug 2022 15:17:04 GMT

My internet is not working for more than one week already. MMS seem to work but there is no internet connection. Do not ask me to check the APN. I did it already many times. It shows to me the data is using but in fact it does not connect to the internet. I guess there is a bockage somewhere.

Re: mobile internet/data

hairbag1 — Wed, 03 Aug 2022 15:20:25 GMT

Whats the make and model of phone are you using...sounds like maybe a phone issue.

Re: mobile internet/data

Yummy — Wed, 03 Aug 2022 15:21:01 GMT

Did you check your account?

Do you have any data available?

How do you know data is used?

Re: mobile internet/data

softech — Wed, 03 Aug 2022 15:21:18 GMT

@vikada If data is a problem, usually is the APN or if you have data

So, you login to My Account and confirmed that you still have data? (but even you run out of it, MMS should work by itself)

and does regular mobile data work? or just not MMS?

did you try to put your PM sim card in another phone? that could confirm if it is a device issue

Re: mobile internet/data

esjliv — Wed, 03 Aug 2022 15:22:00 GMT

@vikada if all your calling and texts services are working okay, and it is only Data that does not work, the first check that your Data setting is enabled on your device.

Second, check that you have data left on your account. Log into self serve and see if anything is showing remaining:

If you do show Data remaining, try:

restarting your phone
toggle into/out of airplane mode
perform a reset of the device's network settings
try your sim into another compatible phone to see if data works

Re: mobile internet/data

vikada — Wed, 03 Aug 2022 15:25:20 GMT

My phone is Android Samsung S5

I did fabric reset today and still not working. I thought maybe it is connected to my Google account but cannot find the solution.

Re: mobile internet/data

vikada — Wed, 03 Aug 2022 15:26:25 GMT

Yes, I have checked it. It shows in my account and phone how many Mb are using.

Re: mobile internet/data

hairbag1 — Wed, 03 Aug 2022 15:27:26 GMT

Did you do as others have suggested and log in to your account to make sure you still have data available ?

Re: mobile internet/data

esjliv — Wed, 03 Aug 2022 15:29:36 GMT

@vikada - I would not go by your phone data tracker...unless you have it set to your 30 day plan start date.

Are you able to provide a screenshot of your remaining data showing on your account?

Check for outages in your area:

https://www.telus.com/en/on/outages

https://istheservicedowncanada.com/status/telus

https://downdetector.ca/status/telus/map/

If issues persist with no further explaination, submit a ticket to CSA for assistance.

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them found here:

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

Re: mobile internet/data

hTideGnow — Wed, 03 Aug 2022 15:30:22 GMT

HI @vikada you don't like ask you to check APN, but many had the data problem because of a minor mistake there, could be a missing of a comma or so.

do you mind to post your current APN settings?

Re: mobile internet/data

Yummy — Wed, 03 Aug 2022 15:36:16 GMT

@vikada wrote:
Yes, I have checked it. It shows in my account and phone how many Mb are using.

Did Internet (DATA) ever worked or you do not have since 1 week ago?

Did you install any app, did any changes on your phone, etc.?

Re: mobile internet/data

vikada — Wed, 03 Aug 2022 15:37:18 GMT

it tells me a secure connection could not be established

Re: mobile internet/data

vikada — Wed, 03 Aug 2022 15:54:44 GMT

yes i did some changes because could not connect to hotel internet and then since then my data is not working

Re: mobile internet/data

hairbag1 — Wed, 03 Aug 2022 15:59:58 GMT

Sounds like could be your apn settings were corrupted. Take a screenshot and post here...we can confirm and help get it correctly entered.

Re: mobile internet/data

vikada — Wed, 03 Aug 2022 16:17:57 GMT

it works from my WiFI but not from my mobile internet

Re: mobile internet/data

softech — Wed, 03 Aug 2022 16:42:57 GMT

@vikada wrote:
it works from my WiFI but not from my mobile internet

@vikada if it works on Wifi but not from Mobile Data, likely APN issue or you are out of data if you are in fact using iMessage or RCS and not really MMS

Check on your messaging app to see if iMessage or RCS was enabled

Re: mobile internet/data

vikada — Thu, 11 Aug 2022 14:47:44 GMT

I did solve the problem, thanks to everybody for your replies!

Re: mobile internet/data

hairbag1 — Thu, 11 Aug 2022 15:04:01 GMT

Good to hear you got it fixed. Tell us what you did to fix it. That way, if it happens to someone else, we have your successful experience to consider.

Re: mobile internet/data

vikada — Thu, 11 Aug 2022 15:17:26 GMT

Well, I have contacted technical support. After trying many solutions, they noticed that I was out of data, so I checked my account and bought an extra 1GB :). Sorry for the inconvenience, it is my first experience here.

Re: mobile internet/data

hairbag1 — Thu, 11 Aug 2022 15:33:20 GMT

No problem...just glad you're up and running again.

The first forum contributor who hinted that you should check if you have data was @Yummy . Maybe you should award them SOLUTION.

I'm know they'd be very happy to have contributed to your success.