topic Re: Data in Get Support

Data

Shannon7 — Tue, 06 Jun 2023 18:01:56 GMT

@CS_Agent my data add on is not working. I have reset my phone and followed all trouble shooting previously provided. What can I do to get this working because I am unable to receive my messages unless connected to wifi.

Re: Data

softech — Tue, 06 Jun 2023 18:04:13 GMT

@Shannon7 first, did you confirm you still have data left? Just in case there is some browser cache problem, please login My Account using Incognito mode and check the data there

And you said you have problem with message. So, is that is message issue or data?

are you on Android or iPhone.? If Android, download Google Message and set it as the default message app and test it that way

Re: Data

Meow — Tue, 06 Jun 2023 18:09:34 GMT

You are talking to customers like yourself.

To Contact CSA-agent there are 2 methods:

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

Ticket has to be opened through chatbot - https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Having a ticket is preferred way to contact agent as they might respond faster then receiving personal mail.

If opening a ticket does not work very first time, contact agent directly.

- Send a private message to the CSA - agent by clicking (Ctrl+) Here

Agent’s response is usually between 15 and 120 minutes with a ticket. Private messaging might take longer.

Watch for envelope in top right corner of Community page. It will show Number of unread emails.

Re: Data

pmbc — Tue, 06 Jun 2023 18:09:47 GMT

@Shannon7 knowing your phone platform is important iphone or android. Also who you're trying to message, are they are iphone or android. If both are iphone and you're using Messages it will require wifi or data as you say. If you're iphone texting android it will go via SMS which doesn't require data. Are you also not able to browse the web from your phone either?

Re: Data

Shannon7 — Tue, 06 Jun 2023 18:12:47 GMT

I do not have any data left so that’s why I purchased an add on of an additional 1 gig. I mention my messages not working because I am an iPhone user so it’s my iMessages not going through because of the data.

Re: Data

Shannon7 — Tue, 06 Jun 2023 18:14:49 GMT

It is iPhone to iPhone so it’s my iMessage that is the issue due to the data. I am unable to browse the web also.

Re: Data

pmbc — Tue, 06 Jun 2023 18:16:36 GMT

@Shannon7 OK, sounds like you've done the right things. Try contacting CS Agent via private message. I don't think tagging them will cause them to reply.

Reach them here:

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

Re: Data

softech — Tue, 06 Jun 2023 18:16:40 GMT

@Shannon7 Login My Account again using Incognito mode to confirm the add-on purchase was completed and you see the data add-on there

try to reboot phone again and test both mobile data and iMessage

if nothing work, try to send via SMS or MMS for now, and open ticket with support to have them check your account again:

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened. CS Agent will reply to you there

Re: Data

esjliv — Tue, 06 Jun 2023 21:00:48 GMT

@Shannon7 wrote:
It is iPhone to iPhone so it’s my iMessage that is the issue due to the data. I am unable to browse the web also.

You don't need data to send receive SMS texts @Shannon7

If you prefer to use iMessage, then you can perform the following steps to try and fix the issue:

Connect to the internet using WiFi or Data.
Go to Settings > Messages and toggle iMessage OFF.
Turn your iPhone off completely, then turn it back on.
Go back into Settings > Messages and toggle iMessage ON.
Make sure “Send as SMS” is also turned ON.