topic Data stopped working in Get Support

Data stopped working

brent7691 — Wed, 04 Sep 2024 01:10:00 GMT

Hello,
I have an iPhone 13 with the most up to date firmware (17.6.1). I ran out of data, and since then I haven't been able to get it back. I redeemed my points to get a 1Gb of data, but it didn't work. I also updated my plan to the 4G 50Gb+10Gb plan, and still no data. I compared to my wifes iphone 12 and noticed that the APN setting was different. Mine was isp.mb.com, the iphone12 was sp.mb.com. Changed to match the setting, restarted phone and still not working. Any help would be greatly appreciated.
Wifi does work, and able to make calls if that is any help.

Re: Data stopped working

hTideGnow — Tue, 03 Sep 2024 15:36:02 GMT

hi @brent7691

this is unusual. As far as I know, iPhone does not even have data limiter on the phone itself, so it is not a device problem

you have updated your Carrier Profile? Try Reset Network Settings?

if still cannot get it working, ask PM support agent,  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: Data stopped working

brent7691 — Tue, 03 Sep 2024 15:41:33 GMT

Thank you very much for the quick reply. I will try this out shortly.

Re: Data stopped working

brent7691 — Tue, 03 Sep 2024 15:48:14 GMT

I have restarted the phone several times now. Will try the reset network settings shortly. Thank you for the suggestion though.

Re: Data stopped working

Chalupa_Batman — Tue, 03 Sep 2024 15:54:50 GMT

Can you confirm something for me @brent7691 ? Can you go into your profile and look at the addons and confirm you purchased a 1GB Canadian addon and NOT the 1GB US addon? We see that mistake often here.

Re: Data stopped working

brent7691 — Tue, 03 Sep 2024 15:57:15 GMT

it did say Canadian.

Re: Data stopped working

hTideGnow — Tue, 03 Sep 2024 15:58:22 GMT

@brent7691 wrote:
it did say Canadian.

HI @brent7691

as expected, you got the correct addon. And you did the right thing to ask support agent to check. Please check the inbox for PM's response. They will usually reply within 2 to 4 hours

Re: Data stopped working

brent7691 — Thu, 05 Sep 2024 13:46:32 GMT

Wanted to post an update. Seems like waiting worked. :). Data working! I was going to reset network settings, but I did one last test with WiFi off, and data started to work. So, I suppose I didn't wait long enough for the new month/ cycle to start. I appreciate all comments and suggestions. Thank you.