topic Re: Data usage not working in Get Support

Data usage not working

ACL — Tue, 04 Jan 2022 20:30:00 GMT

Hello,

So I've been using public mobile for a few months now and thistis the first problem ive come across. I am currently connected to the 4g network but I am unable to access any data. My billing reset was just 5 days ago and everything has been paid up. I am on a plan that is 6gb/3months, so I don't think I've reached my limit. I have tried resetting my unlocked Oneplus 5T and tried resetting the network, still no luck. Any insight would be helpful!

Re: Data usage not working

matbasm — Sat, 10 Feb 2018 20:11:59 GMT

@ACL, Just to be sure that the 4G or 3G plan. Even though you are connected to 4G, you could be on a 3G plan. The reason I mention it is because there have been instances where people on a 3G plan have had there data limit NOT reset properly at renewal time.

Re: Data usage not working

srlawren — Sat, 10 Feb 2018 20:17:12 GMT

@ACL adding to @matbasm's reply:

1) Here's how you can tell if you are on a 3G-speed or 4G-speed data plan: https://productioncommunity.publicmobile.ca/t5/Plans-Add-Ons/How-to-tell-data-plan-speed/m-p/173079/highlight/true#M18780

2) If you are on a "3G" speed data plan, definitely reach out the moderator team for help using the info below, as they will need to manually reset your data bucket due to the glitch @matbasm mentioned.

How can you get help with your account, activation, or service?

Please contact the Community Moderator Team to get gelp with you account.
They are Public Mobile support employees who can help with your issue (More details).
Click here to send them a private message.

In your message please include:

PM Phone Number, 4 digit PIN, Account email address, Detailed explanation of your issue

Don't know your pin?--provide any 3 of the following:

Complete mailing address, Email address, Alternate phone number, Date of birth, Last top up date & amount

How long until they reply?:

Office Hours: Mon-Friday 9am to 9pm, and Saturday & Sunday from 9am to 7:00pm [Toronto Time].
Messages are replied to during business hours and in the order they are received
Typical response time is between 1-3 hours, depending on message queue, but can be up to 48 hours.
There is no need to send multiple messages.

Additional Useful Information:

Search PM-GUIDE (remove "-" during the search) to find some informative posts and answers to many common questions about Public Mobile

Re: Data usage not working

Luddite — Sat, 10 Feb 2018 20:49:13 GMT

@ACL Login to your account and see if you have data showing under My add-ons. If not, you will need moderator assistance. Click this: message to moderators to send a private message to the moderator team with your phone number, account PIN, and an explanation. Moderator hours are: Monday - Friday 9AM (ET) - 9PM (ET); Saturday - Sunday 9AM (ET) - 7:00PM (ET).

If it is there, check that your APN settings are still correct: https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Setting-up-Data-APN-on-your-phone/ta-p/205906.