topic canot use data/LTE in Get Support

canot use data/LTE

yackinlyn — Fri, 03 Mar 2023 22:46:03 GMT

asked for a friend who owns two public mobile accounts, both of them cannot use LTE data recently. when they turn on the data,there is no sign of data service.

location: waterloo/kitchener area. any one has the same experiences? thanks

Re: canot use data/LTE

HALIMACS — Fri, 03 Mar 2023 23:02:07 GMT

@yackinlyn

Have them force their devices to 3G and see if data works.

Also, check TELUS outage maps for any issues in the vicinity.

Sometimes rebooting devices and resetting network connections helps as well.

Re: canot use data/LTE

yackinlyn — Fri, 03 Mar 2023 23:04:05 GMT

there are two device having same problems, how to force to 3G? thank you

Re: canot use data/LTE

HALIMACS — Fri, 03 Mar 2023 23:07:30 GMT

Under your network or cellular connections, try to tap on "automatic" and manually select 3G from there.

This is a temporary fix as if they are on 4G services, they would want to be connected to the 4G network, NOT 3G.

IF they still have data left on their plans, and cannot connect, have them contact a customer support agent.

To contact a Customer Support Agent, there are 2 methods:

Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request). Click the result which states Click here to submit a ticket and follow the prompts, or,
Send a private message to the Customer Support Agent by clicking here You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: canot use data/LTE

yackinlyn — Fri, 03 Mar 2023 23:16:17 GMT

unfortunately they dont have accounts on community and dont want to bother, we''ll see for next couple of days.

I looked at my network, canot find what you said to choose network, thanks for helping