topic Re: network outage? in Get Support

network outage?

Chris23888 — Thu, 10 Oct 2024 23:15:43 GMT

hi I have 40+ GB data left but i cant connect. it was working yesterday...

thank you

Re: network outage?

Handy1 — Thu, 10 Oct 2024 23:16:35 GMT

@Chris23888 Check

Outage map in your area:

https://istheservicedowncanada.com/

Re: network outage?

hTideGnow — Thu, 10 Oct 2024 23:17:23 GMT

HI @Chris23888

where you are located?

check the Telus outage map here

https://www.telus.com/en/ab/outages

and nothing work? text? voice? data?

try reboot the phone, try Reset All networks

and try to change the network mode. Try 3G , try 4G or LTE and try 5G

Re: network outage?

slusagm — Thu, 10 Oct 2024 23:19:12 GMT

my service is working well. But of course, we don't know where you are, maybe outage in your ared

but first, did you check if your account is active? And start with phone reboot or try sim card on another phone

Re: network outage?

Chris23888 — Thu, 10 Oct 2024 23:20:28 GMT

ty im in vancouver no telus outages on the map. evrything else works except data

Re: network outage?

hTideGnow — Thu, 10 Oct 2024 23:25:40 GMT

HI @Chris23888

the Telus Outage map would be very accurate for BC area. So, if there is no outage showing, then that is not an area wide outage

did you check if any chance you used up your data already? Or check if you have Data limit set on your phone, you might want to disable it

and as said earlier, try Reset All networks, that would help

Re: network outage?

Chris23888 — Thu, 10 Oct 2024 23:25:53 GMT

tried resetting no dice. its a samsung A20. where is reset all networks?

Re: network outage?

slusagm — Thu, 10 Oct 2024 23:27:27 GMT

how long you used the A20 on PM network? some A20 are do not have the correct 4G band

since voice work, try changing your network mode to 3G only or WCDMA only, check if it works

Re: network outage?

Chris23888 — Thu, 10 Oct 2024 23:43:01 GMT

ty I have plenty of data remaining and my account is active. this nonsense just started this morning. i turned off data limit. as i asked earlier where is Reset All Networks

Re: network outage?

hTideGnow — Thu, 10 Oct 2024 23:46:52 GMT

HI @Chris23888

one way could fix the problem fast is to put your sim card in another phone. It will force a account refresh

or if you do not have another phone, ask support agent to refresh the account on the system. 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: network outage?

Chris23888 — Thu, 10 Oct 2024 23:47:13 GMT

been using this phone on PM for about 4 years no problem til today. tried 2G 3G and LTE/3G.

Re: network outage?

Handy1 — Thu, 10 Oct 2024 23:48:08 GMT

@Chris23888found thiis video on how to reset network on Samsung A20i I use apple so reason for link https://youtu.be/y6IV5eVFD5A?si=Z-I0M9rWMFjnF_Uv

Re: network outage?

penpen08 — Fri, 11 Oct 2024 00:23:35 GMT

hi i am in New West and also dont have data connection since this afternoon but calling and text msg are all working just no data

Re: network outage?

AT5 — Fri, 11 Oct 2024 00:24:06 GMT

I got the same problem atm.

Re: network outage?

hTideGnow — Fri, 11 Oct 2024 00:39:30 GMT

HI @AT5 which city you are at?

Re: network outage?

penpen08 — Fri, 11 Oct 2024 01:33:33 GMT

@Chris23888 please submit a ticket like @hTideGnow suggest have agent refresh the account on the system. that's what I did and I now have data again

Re: network outage?

derk_the_zeeman — Fri, 11 Oct 2024 22:55:53 GMT

I live in Surrey it is oct 11 2024 and I too am having the same problem. If you figure out the solution please message me. I have been using pm for 5 years and never had a problem until today. My wifi connection works but not my data.

Re: network outage?

cjesmore — Wed, 16 Oct 2024 14:31:56 GMT

I'm wondering if your data ever started working. Mine has been down since yesterday., I'm in Vancouver

Re: network outage?

ShawnC13 — Wed, 16 Oct 2024 14:35:24 GMT

@cjesmore wrote:
I'm wondering if your data ever started working. Mine has been down since yesterday., I'm in Vancouver

@cjesmore can you switch your phone to 3G and see if you get data then?

Re: network outage?

hTideGnow — Wed, 16 Oct 2024 14:35:38 GMT

HI @cjesmore

did you try to change the network mode to 3G Only or WCDMA Only, it should connect and it can be a workaround for now