topic Data not working after upgrading plan in Get Support

Data not working after upgrading plan

zamba — Sat, 18 Mar 2023 17:15:32 GMT

Anyone else have their data stop working after upgrading plans? Last month I upgraded to a different 4G plan with a higher data cap. The new plan kicked in and now my data won't work. My phone is also only showing a 3G network connection when before I had LTE. I doubled checked and I am on a 4G plan, not sure why it has stopped working just because I got a higher data cap.

Re: Data not working after upgrading plan

gpixel — Sat, 18 Mar 2023 17:17:18 GMT

@zamba

restart the phone

Re: Data not working after upgrading plan

zamba — Sat, 18 Mar 2023 17:18:36 GMT

Unfortunately that was the first thing I tried.

Re: Data not working after upgrading plan

pmbc — Sat, 18 Mar 2023 17:23:10 GMT

@zamba if you've rebooted device probably best to contact a CS agent for them to check your account.

Changing plan shouldn't disable your data.

You can contact an agent using the chatbot. Type "agent" and click contact us to go through the wizard.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

If for some reason they don't respond to the ticket, you can try to send an email directly to the CS Agent here.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Here is a help article about how to contact the CS Agent.

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

Re: Data not working after upgrading plan

gpixel — Sat, 18 Mar 2023 17:28:10 GMT

@zamba

when upgrading or downgrading plans make sure to manually add funds to the account before the renewal takes place. there are times the account will not provision correctly if using autopay to handle the upgrade/downgrade

Re: Data not working after upgrading plan

Yummy — Sat, 18 Mar 2023 18:01:59 GMT

@gpixel wrote:
@zamba
restart the phone

Did you turn phone off, waited a little bit and then turned it on? Not just 'soft' restart...