topic Re: Public Mobile Data extremely slow - cell tower maintenance? in Get Support

Public Mobile Data extremely slow - cell tower maintenance?

jchow2630 — Sat, 19 Oct 2024 23:39:38 GMT

Hi all,

I've recently converted over to Public Mobile for about 6 months now. At first, 5G data here in Vancouver was great. It was fast, but at random times, there were spotty to no signals at all, and this was at a local community centre.

Recently, as of yesterday, internet data was readily available in the morning up until 10am, then all of a sudden, the internet speed dropped to literally 0 mbps. Cell phone was showing 5G - Full bars - internet speed check was constant 0 - couldn't connect to a server.

I asked my other colleagues who are also on public mobile, and they experienced the same thing. We restarted our phones, turned airplane mode on and off, changed frequency to LTE, yet to no avail. No internet, at least very very weak data.

It went on like this until at least 9pm in the evening. Thinking this was maybe a one off situation, today, exact same thing happened.

Morning data no problem. Once noon hits, data drops dead no matter where we are. YVR airport, Richmond, Vancouver you name it. Calling and Text msgs go through without a hitch (thank god).

Is there someone from Public Mobile Customer Service that could help out in this situation? or at least explain what could be happening? I'm on the $34 / 50gb CAN/US plan, and I never go over 40GB per month, so it's not a GB issue.

Your reply is greatly appreciated.

Re: Public Mobile Data extremely slow - cell tower maintenance?

elias_acab — Fri, 11 Oct 2024 19:38:14 GMT

Came here looking for answers too. Lost data connection yesterday during the day and it still very bad, it's either extremely slow or doesn't connect at all. I have one of the 4G plans.

Re: Public Mobile Data extremely slow - cell tower maintenance?

hTideGnow — Fri, 11 Oct 2024 19:44:14 GMT

hi @jchow2630 and @elias_acab

how slow is slow? did you try a speed test?

also, are you using 4G or 5G? try both , manual change the network mode

and try Reset All networks

Re: Public Mobile Data extremely slow - cell tower maintenance?

jchow2630 — Fri, 11 Oct 2024 19:47:33 GMT

I tried two different speed tests, and both yielded with 0 mbps, couldn't connect to provider or server error.

Was on 5G, tried LTE manually, tried resetting all networks. Still no go sadly.

Re: Public Mobile Data extremely slow - cell tower maintenance?

hTideGnow — Fri, 11 Oct 2024 19:49:40 GMT

HI @jchow2630

what phone you have? voice work? try 3G as well

and if speed is 0 , that means it is not working at all. There is no active outage alert from Telus, so, it could be just an account problem.

another test is to text your sim on another phone

and last, ask support 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: Public Mobile Data extremely slow - cell tower maintenance?

jchow2630 — Fri, 11 Oct 2024 19:51:33 GMT

Currently using Samsung S24+ , 3G also not working. Same issue with colleagues, same plan and same phone. I'll submit a ticket to CS agent as well.

Thank you

Re: Public Mobile Data extremely slow - cell tower maintenance?

NDesai — Fri, 11 Oct 2024 19:56:09 GMT

Interesting! I just lost Data connection around noon outside of Vancouver. It literally just started working. I also briefly lost Telus home internet connection. I am wondering if they are doing some unannounced maintenance.

Re: Public Mobile Data extremely slow - cell tower maintenance?

hTideGnow — Fri, 11 Oct 2024 19:56:22 GMT

HI @NDesai @jchow2630

then it must be an area outage, but Telus site didn't say anything
https://www.telus.com/en/bc/outages

@jchow2630 , with data starts working for @NDesai just now, try to reboot your phone now and test

Re: Public Mobile Data extremely slow - cell tower maintenance?

NDesai — Fri, 11 Oct 2024 19:57:53 GMT

Anddd it went down again. Too many constructions these days, too hard to tell what is causing the outage. I wish we can easily report or find out what is going on.

Re: Public Mobile Data extremely slow - cell tower maintenance?

CSee — Fri, 11 Oct 2024 19:58:00 GMT

I've been experiencing the exact same issues. YVR airport area everything is pretty much shut down. You'll get zero data. Phone calls will go through but sound very choppy. Tried the whole network reset, phone restarts, 3g, Lte, 5g. Same issues. Just been lucky to find WiFi to send this. Reminds of being back in the mid 2000's. Lol

Re: Public Mobile Data extremely slow - cell tower maintenance?

NDesai — Fri, 11 Oct 2024 20:03:35 GMT

Clearly, it seems to be an outage as multiple people reported the same. But Telus outage page is not reporting anything. How can they not tell that massive amount of users just fell off the network?

Re: Public Mobile Data extremely slow - cell tower maintenance?

DennyCrane — Fri, 11 Oct 2024 20:07:23 GMT

I've been with Telus and/or Public Mobile for 25 years, and it's never been as bad as it's been in the past year. I spend a lot of time on Wi-Fi thankfully, but when I am connected to 4G/5G I find the connection must less consistent than my Rogers work phone. I'm currently with Telus and my wife is with Public Mobile, and both are equally unstable. It's particularly bad at work in the Whalley area of Surrey, which is a very populated area.

I'm seriously considering moving to Rogers next year.

Re: Public Mobile Data extremely slow - cell tower maintenance?

elias_acab — Fri, 11 Oct 2024 20:14:40 GMT

Slow as in the speed test page can't even load. Just started happening yesterday. I also get the exclamation mark next to the signal icon when on LTE.

Re: Public Mobile Data extremely slow - cell tower maintenance?

NDesai — Fri, 11 Oct 2024 20:16:15 GMT

@elias_acab wrote:
Slow as in the speed test page can't even load. Just started happening yesterday. I also get the exclamation mark next to the signal icon when on LTE.

Same issue right now. Nothing is loading for me. I was out of town yesterday, so not sure if that happened to all yesterday as well.

Re: Public Mobile Data extremely slow - cell tower maintenance?

AbsoluteZero — Fri, 11 Oct 2024 21:55:01 GMT

I'm also having the same problem since yesterday on the 4G 50gb plan so data is not an issue. The issue persists regardless of signal strength and I have tried resetting network settings and power cycling my phone. I live in Vancouver also so I am guessing its some sort of outage.

Re: Public Mobile Data extremely slow - cell tower maintenance?

coolman1978 — Fri, 11 Oct 2024 22:09:58 GMT

I just noticed this issue today (Oct 11), probably b/c i was mainly using wifi yesterday. Do we need to do anything or just hope the service get back to normal? I'm ok their $15 3g plan..my mom's phone also the same issue..

Re: Public Mobile Data extremely slow - cell tower maintenance?

hTideGnow — Fri, 11 Oct 2024 22:16:33 GMT

HI @coolman1978

are you in Vancouver area as well?

Try reboot the phone every 30 mins until you see the service back up and running well

Re: Public Mobile Data extremely slow - cell tower maintenance?

coolman1978 — Fri, 11 Oct 2024 22:20:41 GMT

Hi @hTideGnow

I only tried rebooting and powering down once.. Does rebooting the phone multiple times until strong data works is a real solution? or just a short term?

thanks 🙂

Re: Public Mobile Data extremely slow - cell tower maintenance?

hTideGnow — Fri, 11 Oct 2024 22:22:34 GMT

HI @coolman1978

usually when the system issue is resolved, it is better to reboot the phone so you can a fresh connection.

The reason to ask you to reboot again until issue is resolved is you don't really know when PM/Telus has the issue resolved on their end.

internet connection not working data turned on

derk_the_zeeman — Fri, 11 Oct 2024 22:39:15 GMT

I am in Vancouver bc and have had public mobile for the last 4 years. I have never had a problem with connecting to the internet. I have just recently upgraded my plan to 20GB / month unlimited canada and usa talking.

Today at 3:00pm I tried connecting to the internet on my phone with my data and it won't give me an internet connection. I tried using my wifi connection and it works but my data connection to the internet does not work.

Is there something wrong with telus's service today that the connection is not working or is it my phone that is the problem?