topic Re: Mobile Data doesnt work for ~10 days when i have almost 10.5 GB left. Couldnt reach customer car in Get Support

Mobile Data doesnt work for ~10 days when i have almost 10.5 GB left. Couldnt reach customer care.

jneilnelson — Tue, 04 Jan 2022 20:18:32 GMT

I still have ~10.5GB left in the Usage. My next bill is Feb2nd 2018 and is in autopay mode. Why doesnt my data work? I am so frustated to be without data for the past 10 days. I am paying for a service which I am not using.

Also I am not able to reach a customer care support to speak to them. Feeling frustated.

Data & Data Add-Ons

Add-on Name	*Data Limit (MB)**	Data Used (MB)**	Remaining Data (MB)	Status
12GB Data	12288	1228.996	11059.000	Active

This plan includes:

12GB Data

Expired

Unlimited International Text

Unlimited Provincial Talk

Re: Mobile Data doesnt work for ~10 days when i have almost 10.5 GB left. Couldnt reach customer car

closng — Fri, 12 Jan 2018 19:23:05 GMT

Hi @jneilnelson,

Sorry to hear that you have not been able to get data to work on your phone.

What are some troubleshooting steps you have gone through?

I assume your data used to work before?

Have you checked whether your phone's data is turned on?

Have you checked that your APN settings are correct?

Re: Mobile Data doesnt work for ~10 days when i have almost 10.5 GB left. Couldnt reach customer car

wetcoaster — Fri, 12 Jan 2018 19:28:18 GMT

Please bear with me but is your data enabled on your phone?

Any phone OS updates recently? Are your APN settings accurate?

Have you tried rebooting your phone?

If you have access to another unlocked (or locked to Telus / Koodo) phone, swap the SIM card - does data work?

More info on data etc: https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Setting-up-Data-APN-on-your-phone/ta-p/205906/jump-to/first-unread-message

Public Mobile is an online only provider and all help starts here in the community. For help that involves access to your account you need to send a private message to the moderator team. https://productioncommunity.publicmobile.ca/t5/Announcements/Changes-to-our-Support-structure/m-p/168465#M9981

Use this link to send a private message to the @Moderator_Team, include all relevant information in your message, such as account number, phone number, PIN, problem description.

More information on contacting the mods: https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updated-Contacting-our-Community-Moderators/ta-p/76452

Re: Mobile Data doesnt work for ~10 days when i have almost 10.5 GB left. Couldnt reach customer car

jneilnelson — Fri, 12 Jan 2018 19:40:59 GMT

I have tried the following.

I turned mobile data on/off with the mobile restart.

I turned mobile data on/off with airplane mode.

I deleted the APN and recreated it again.

Re: Mobile Data doesnt work for ~10 days when i have almost 10.5 GB left. Couldnt reach customer car

ShawnC13 — Fri, 12 Jan 2018 20:18:02 GMT

@jneilnelson, sorry to hear this. I would first check to make sure that mobile data is still turned on. A silly question but sometimes gremlins can get in and some settings get messed up. If that is all good then, you will need to contact a Moderator.

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Re: Mobile Data doesnt work for ~10 days when i have almost 10.5 GB left. Couldnt reach customer car

will13am — Sat, 13 Jan 2018 15:14:43 GMT

@jneilnelson, was the phone used all along with this service and then suddenly it stopped working? Judging by the troubleshooting performed so far, I would check the usage limit settings to see if it has been reached. Failing that I would try the SIM card on a different device to see if it's an account problem or hardware issue.

Re: Mobile Data doesnt work for ~10 days when i have almost 10.5 GB left. Couldnt reach customer car

jneilnelson — Mon, 15 Jan 2018 16:07:58 GMT

I was in vacation and returned to Canada on Jan 8th. I have 10.5 GB until Feb2

Re: Mobile Data doesnt work for ~10 days when i have almost 10.5 GB left. Couldnt reach customer car

srlawren — Mon, 15 Jan 2018 19:03:18 GMT

@jneilnelson this sounds like a phone issue rather than a service issue. Do you have access to another unlocked phone (or: locked to Telus/Koodo is fine) that you could try your SIM in briefly to see if you get data?

Re: Mobile Data doesnt work for ~10 days when i have almost 10.5 GB left. Couldnt reach customer car

GreatCanadian — Wed, 17 Jan 2018 13:09:04 GMT

Did you get this solved?

Re: Mobile Data doesnt work for ~10 days when i have almost 10.5 GB left. Couldnt reach customer car

jneilnelson — Wed, 17 Jan 2018 21:22:05 GMT

Thanks for the assistance friends. Data is working now.

The moderator did a reset on their end and i swictched off the phone for 5 mins and it is working after I turn it back.