topic My data is not working in Get Support

My data is not working

Ruden — Sat, 07 Oct 2023 19:45:05 GMT

I bought a new phone and the data is not working. It is a 55$ 4G package with 20GB. I have rebooted my phone at least 5 times and it never sees the data. When I put a Virgin Mobile sim into my phone, the data works perfectly.

Re: My data is not working

Dunkman — Sat, 07 Oct 2023 16:33:59 GMT

@Ruden

Which phone did you get? Does talk and text work?

You may want to try the PM sim card in another working phone. That will help determine whether PM service problem versus hardware setup issue.

You may want to try a network reset of phone (this will erase any saved Wifi password settings).

Re: My data is not working

BKNS27 — Sat, 07 Oct 2023 17:07:28 GMT

@Ruden

It sounds like the porting from Virgin to PM is incomplete if your old SIM still works…if this is the case.

If not, try resetting the cellular network on your phone.

Re: My data is not working

Phil_Adelphus — Sat, 07 Oct 2023 19:54:22 GMT

@Ruden How long ago did you sign up, because there currently isn't a $55 4G package with 20GB, it is currently $39 (30 days) or $34 (per 30 days for 90 days) for 20GB. Is this somebody else's Virgin Mobile sim you are trying or do you still have an account with them (and are you trying to port it to PM?).

Re: My data is not working

Ruden — Sun, 08 Oct 2023 05:09:12 GMT

I've had PM for about 2 years on an android phone. Everything works fine. I recently bought a new android and when I put my PM sim into the new phone, I can make phone calls but data does not work. When I put my friends Virgin sim into my new phone everything works perfectly and everything worked perfectly in my old android.

I have rebooted my new phone at least 5 times. Each time I restart the phone with the PM sim, it cannot see the towers and I need to use wifi to boot up the phone. When I put in the Virgin sim, it sees the towers immediately and boot up from there.

Personally I think I need to switch providers. I can't even get tech support on the phone. This sucks.

Re: My data is not working

softech — Sun, 08 Oct 2023 05:20:29 GMT

@Ruden

if data is the only issue, it is likely an APN problem.

Start with Reset All Networks and usually it can resolve it

If still not, please update the APN as follows:

APN: sp.mb.com
Proxy:
Port:
Username: <blank>
Password: <blank>
Server:
MMSC: http://aliasredirect.net/proxy/mb/mmsc
MMS Proxy: mmscproxy.mobility.ca
MMS Port: 8799
MCC: 302
MNC: 220
Authentication Type: Not Set
APN Type: default,supl,mms
or   default,mms,agps,supl,fota,hipri
   (might need to include DUN for hotspot, please note case sensitive)
APN protocol: IPv4
APN roaming protocol: IPv4
APN enable/disable: APN enabled
or  Turn APN on/off APN turned on
Bearer: Unspecified
MVNO (Mobile virtual network operator) type: GID
MVNO (Mobile virtual network operator)value: 4D

Re: My data is not working

Phil_Adelphus — Sun, 08 Oct 2023 11:52:27 GMT

@Ruden "Personally I think I need to switch providers. I can't even get tech support on the phone. "

Hopefully updating the APN settings as suggested by softech will fix it. If it does then you might want to consider switching to another Public Mobile plan, there is a lot better than $55 4G package with 20GB available right now.

If updating the APN settings doesn't work you can contact customer service here by private message:

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

You will need to monitor your messages inbox for a reply via the envelope top right or by clicking on your avatar for the drop down menu that links to your private messages.

Of course you must do what works for you but having spent hours on the phone with a former provider's customer service trying to get something fixed that they probably caused and failing, I found that PM's private message system worked fine for me the one time I needed it. One of the problems with customer service here is that the chatbot is broken and until people ask for help via the community they don't necessarily know the private message way to contact a CS agent.