topic Re: No longer able to connect to network (voice or data) in Get Support

No longer able to connect to network (voice or data)

JoeyJoeJoeShab — Mon, 06 May 2024 23:46:47 GMT

My phone can no longer connect to the Public Mobile network, voice or data.

I opened a ticket this morning, haven't heard back yet - am hoping they just need to reset my account on their end, or something like that. While I wait for them, thought I'd try here in case anyone can suggest something else I could try.

AFAIK nothing changed that would have caused this. I did change my plan recently, but I think that took effect about a week ago, and things were working fine until this past Saturday. At first I noticed my mobile data wasn't working, figured I might have hit a limit on my phone, then later noticed that calls weren't working either.

Here's what I've tried since...

multiple phone restarts
flipped airplane mode off & on multiple times
reset my phone's network settings then added a new APN per https://www.publicmobile.ca/en/on/get-help/articles/set-up-data-on-an-android-phone
confirmed my SIM card # is still mine (i.e. I haven't been SIM-jacked)
confirmed my IMEI doesn't seem to be blacklisted

I did notice one thing...

before I changed my APN settings, my APN type was "internet + mms + dun + xcap", but when I added the new one, the closest I could come to that was "internet + mms + dun" - not sure if not having 'xcap' could be the culprit here (from a quick read about it, my guess is no, but I could be wrong)

So, that's it, I think. If anyone else has anything else for me to check or try, please say & thanks in advance.

Re: No longer able to connect to network (voice or data)

Chalupa_Batman — Mon, 06 May 2024 23:52:30 GMT

Have you tried your SIM card in a different phone? And as dumb as this sounds, have you confirmed your account is active? As in your credit card didn't expire or something, the last payment went through....

Re: No longer able to connect to network (voice or data)

JoeyJoeJoeShab — Mon, 06 May 2024 23:53:28 GMT

Not yet, I don't have another one handy to try that with.

Re: No longer able to connect to network (voice or data)

JoeyJoeJoeShab — Mon, 06 May 2024 23:57:44 GMT

Ah, yeah, should've mentioned that my account is fully paid up & is in good standing - at least as far as I can tell from my account page.

Re: No longer able to connect to network (voice or data)

hTideGnow — Tue, 07 May 2024 00:26:51 GMT

hi @JoeyJoeJoeShab if you have no voice as well, it had nothing to do with APN. APN only affects data

best to check your sim card as said above

or tou5cam also call 1-855-4PUBLIC and enter you number and it will confirm if any account problem

could also be local network problem

Last, ask agent to refresh your account.  please submit a ticket with CS Agent using this Chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: No longer able to connect to network (voice or data)

JoeyJoeJoeShab — Tue, 07 May 2024 23:59:00 GMT

Thanks for the help here - turned out my SIM did work on another phone, so I went ahead & got a new phone (mine was a Samsung Note 8 running Android 9, kind of ancient, but had been working fine til Saturday).

Re: No longer able to connect to network (voice or data)

computergeek541 — Wed, 08 May 2024 06:13:04 GMT

self solution removed/solution reassigned

Re: No longer able to connect to network (voice or data)

DanielaPerez — Tue, 14 May 2024 16:00:38 GMT

I've had the same thing happened. We switched a month ago and it's been nothing but phone calls being dropped, no network connection (twice in a week). PM asks to restart the phone, to remove the sim card and reinsert it, to check our surroundings. Sure it works for a few more days but then problems come back. This NEVER happened with our previous carrier FIDO. I though PM's network was more reliable being on Telus. I'm honestly getting frustrated having to send tickets all the time during my work hours. I have a Samsung A53 5G, anyone else having same issues constantly?