topic Re: Network issues in Get Support

Network issues

Orhun — Fri, 02 May 2025 00:20:14 GMT

Recently switched to a new subscription, i have 3G connection showing on the iphone screen however no internet and network connection. I did reset the network, turn on off the phone no solution. Anyone can help?

Re: Network issues

hTideGnow — Fri, 02 May 2025 00:21:29 GMT

hi @Orhun

so, it was working before and only stopped working after a plan change ? if it is, this is a common issue lately. Please ask PM support agent to refresh the account for you on the system

submit a ticket with CS Agent using Chatbot here:
  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 ticket by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Network issues

slusagm — Fri, 02 May 2025 00:30:40 GMT

did you try forcing the network mode to 4G? and try your sim on another phone

and ask PM to check. Just open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA when login, you might need to use email to receive if you cannot receive the text on the phone.) Type the question Submit ticket and select Contact Us to get to ticket open screen
Or message them using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Network issues

Orhun — Fri, 02 May 2025 02:35:25 GMT

I did try all the steps here. No luck getting the network back. How long does it take for PM or an agent to respond? Thanks

Re: Network issues

hTideGnow — Fri, 02 May 2025 02:41:35 GMT

hi @Orhun

usually within 2 hours. But the helpdesk closed already, they will likely reply tomorrow morning. Message them again in the morning and ask for update

Re: Network issues

Orhun — Fri, 02 May 2025 03:08:26 GMT

Thanks for the help! Will reach them out tomorrow am. Appreciate it

Re: Network issues

Phil_Adelphus — Fri, 02 May 2025 11:07:18 GMT

@Orhun Which iPhone do you have? Did it always just show 3G? If you go to Settings - Cellular -Cellular Data Options - Voice & Data, what is it set to?