topic Data not connecting in Get Support

Data not connecting

Pstone1 — Tue, 21 Jan 2025 05:46:43 GMT

Hello,

I have an iPhone 13 and is on the 20G Canada-US-Mexico plan. I’ve have my cellular turned on, but when I’m out of wifi range, the data is not connecting. I tried turning wifi off, but still doesn’t work. The only way to have data working is the turn the phone completely off, then on again. But I seem to have to do this every time I’m out of wifi range. How do I get data switched over automatically?

Re: Data not connecting

softech — Tue, 21 Jan 2025 06:19:19 GMT

@Pstone1 voice calls and text work without problem?

is that a physical sim? can you test on another phone ? And can you try changing the network mode to 4G or LTE and test it out in the mode for a week? ( no worries to stay on 4G, your data speed can still get a top speed of close to 250Mbps while you are on 4G)

if that does not work, you might want to ask CS Agent to re-provision the sim in the system.

open ticket with PM support:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Log In", finally click "Click here to submit a ticket ↗"
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there

Re: Data not connecting

Pstone1 — Tue, 21 Jan 2025 06:27:19 GMT

Yes, it is a physical sim. The fact that by turning the phone off and on works means it’s not a sim issue. I’m on the 5 G plan.

Re: Data not connecting

softech — Tue, 21 Jan 2025 06:30:29 GMT

@Pstone1 it could be a device issue, hence it is good to test on another device for extended time. Also, by moving the sim to another phone also force a sim re-provision and could resolve many common issues

And it is also good to test under 4G and LTE even you have a 5G plan, sometimes phone does not drop down to 4G properly when you have a weak 5G connection in the area

Re: Data not connecting

BKNS27 — Tue, 21 Jan 2025 09:04:06 GMT

@Pstone1

I had this issue when I was with Shaw. I had to reset the Network Settings when I loss data connection. It is a pain because I have to enter my home wifi password every time after the Network reset.

Re: Data not connecting

Phil_Adelphus — Tue, 21 Jan 2025 11:29:25 GMT

@Pstone1 When it does that try airplane mode on, wait a minute, and then turn it back off again. Is your phone set to 5G On or 5G auto? Do you have the battery saver on? Is wifi assist toggled on or off?