topic Re: Data not working in Get Support

Data not working

gochaking — Tue, 04 Jan 2022 20:01:08 GMT

@CS_Agent

My data is not working. However, I'm able to make calls and send SMS without issues.

I have already tried changing the APN settings and restarting the phone. But I still cannot access data.

I was previously with Telus a few days ago until I activate my public mobile plan and transferred my number here.

Any advice?

Re: Data not working

Mr-Bump — Mon, 27 Nov 2017 07:05:53 GMT

Does it show you have data in the self serve section?

If you have checked your APN settings and have data available in your account, but still can't connect, you may need to PM the Mod Team with your account details.

Re: Data not working

ShawnC13 — Mon, 27 Nov 2017 07:06:43 GMT

@gochaking, have you logged in to self serve to verify that data is part of hte plan youhave chosen? I would just make sure it appears there in the addon section. then we can go from there.

Re: Data not working

gochaking — Mon, 27 Nov 2017 07:22:49 GMT

@ShawnC13 @Mr-Bump

Checked my account is active.

My data is included in the plan(?)

I'm not sure why 5Mb has been used.

Re: Data not working

KMG — Mon, 27 Nov 2017 14:17:32 GMT

Yes, you do have data as part of your plan, so it should be working. What type of phone are you using?

Re: Data not working

closng — Mon, 27 Nov 2017 15:09:04 GMT

Seems like a hardware related issue.

Have you tried toggeling your network to choose 4G/LTE?

Are you able to try the SIM card in a different phone?

Re: Data not working

Luddite — Mon, 27 Nov 2017 19:55:27 GMT

@gochaking If you are porting from Telus and still have these issues the port-in has failed. You then need to click this: message to moderators to send a private message to the moderator team with your SIM card number and an explanation.

This service behaviour is typical of a transfer in progress.

Re: Data not working

gochaking — Mon, 27 Nov 2017 19:17:18 GMT

@closng

4G / Lte is enabled. Still cannot use data.

@Luddite

Already sent pm to moderator team on this issue.

Is there any notification that I will receive upon successful port in?

FYI, It seems I cannot even send SMS now.

Re: Data not working

Acekiller — Mon, 27 Nov 2017 19:30:00 GMT

What phone are you using? you may need to do a factory reset, esp if you have a LG phone.

Re: Data not working

gochaking — Mon, 27 Nov 2017 19:32:42 GMT

@Acekiller

I'm using Lenovo Vibe K5

I checked my IMEI on public mobile, saying that there's no compatibility issue found.

Is there anything that I have overlooked

Re: Data not working

srlawren — Mon, 27 Nov 2017 20:06:11 GMT

@gochaking FYI porting has nothing to do with data. I'm guessing you may have experienced an activation glitch that's preventing the data from flowing to you. You said you private messaged the @CS_Agent already right? Hopefully you hear back from them soon.

Re: Data not working

gochaking — Mon, 27 Nov 2017 22:00:51 GMT

@Luddite

I signed up for a 3G data plan . But my phone on the top left corner is showing "4G" next to the phone signal icon. Possibly some issues in other settings, rather than APN?

Re: Data not working

srlawren — Mon, 27 Nov 2017 22:02:40 GMT

@gochaking completely normal. The "3G" plans are actually speed-limited 4G plans. You will still get an LTE (4G) or HSPA (3G) signal, but speed is limited to 2.5 Mbps upload and 2.5 Mbps download. The naming is confusing, and Public Mobile seems reluctant to change it, despite much feedback from the community. Please enjoy your new service!

Re: Data not working

gochaking — Mon, 27 Nov 2017 23:38:24 GMT

I now cannot send SMS.... I could on the first day when i activated the sim card after filling in the info for porting.

How would i know if my number is ported sucessfully? Does SMS sending have to do with number porting?

Re: Data not working

srlawren — Mon, 27 Nov 2017 23:53:03 GMT

@gochaking porting only affects inbound SMS, not outbound. I'd recommend you reach out to the @CS_Agent again:

You will need to click here to send a private message to the @moderator_team for assistance. They are Public Mobile support employees who can help with your issue.

In your message please include:

PM account email address
PM phone number
Detailed explanation

Note: Community Moderators are available from Mon-Thursday 9am to 9pm, and Friday, Saturday, and Sunday from 9am to 7:30pm [All times in Toronto/Montreal time zone]. You can message them at any time, and they will respond as soon as possible within those working hours. More information about the community moderators.

Re: Data not working

Acekiller — Tue, 28 Nov 2017 17:06:14 GMT

It has to do with the android software glitch. My LG G4 (and many others) had issue when they use their phone that was previously used on another network (mine was a koodo phone). The data just wouldn't work no matter what the setting was. However, once I backed up my phone and did a factory reset, the data works.

Re: Data not working

gochaking — Tue, 28 Nov 2017 18:10:27 GMT

@srlawren

Talked to moderator about the SMS. They reboooted my SMS service, so it's working fine now.

@Acekiller

I will give it a try later tonight after work. Thanks for the suggestion.

Re: Data not working

CS_Agent — Tue, 28 Nov 2017 18:24:11 GMT

Hey Cadroe,

Perfect! Thank you for letting me know 🙂

Testing the SIM in another phone would be the next step. If you find that the SIM card works in another device, then the issue is probably related to your phone.

In that case, backing up your phone and doing a factory reset is the your best option to try resolving the problem.

Let us know how all that goes! We will be waiting for your update 🙂

Saray

Re: Data not working

gochaking — Wed, 29 Nov 2017 06:36:43 GMT

@CS_Agent

I just tested the sim card in iphone 3gs

No issue with phone calls. "3G" icon is up , but cannot access any websites.

Re: Data not working

gochaking — Fri, 01 Dec 2017 02:21:42 GMT

Finally, I can have data access. The only solution was resetting the phone, which was my last resort.

After talking to tech support, it seems the issue is that although I have perfectly set up my APN settings, my phone still recognized my current service provider as Telus (previous one).

Re-enabling the sim card slots doesn't help.
The solution was to reset my phone and it now works perfectly.

Thanks all for the help.

The community here and the mod team & tech team have been supportive.