Can't Access Data

[Christine37]

Hi there, I got a series of texts very late last night saying I was almost out of data but when I checked my account it said I had only used 47GB of my 180GB plan. I reset my Samsung phone because I thought the texts had been a phishing scam, but then I got a text saying 100% of my data had been used up and my service was cut off. This is an especially huge deal because I don't have home internet and am using my neighbour's wifi to even be able to post this. When zi log into Public Mobile, it still says I have plenty of data but when I try to surf the internet there is no connection. Can anyone help me with this? I definitely didn't use up my data.

[CSA_PM]

Hi @ Christine37 

I sent you a private message. You can view and reply to it by accessing this link: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage
 

[hTideGnow]

hi @Christine37 

i think it was a typo by @slusagm , the number should be 1-855-4PUBLIC.  Try calling and see

[Christine37]

The phone number seems to be unassigned but I made a ticket yesterday. Thanks!

[slusagm]

Call 1844-4PUBLIC , enter your phone number and check what it says about how much data 

Last, 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       

But if you have trouble with open ticket using Chatbot, then 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

[Christine37]

I've checked but the data limit isn't on. Thank you for offering help! Please let me know if you have more ideas!

[softech]

@Christine37 could be a data limiter issue on the phone. Turn it off

To turn off the mobile data limiter on a Samsung phone, open Settings, tap Connections, then Data usage, and select Billing cycle and data warning. Finally, toggle Set data limit to the off position to disable the limiter. 

[Christine37]

Thank you for offering help. Talk and text are still working, but no data whatsoever. I don't have home internet, just my phone. I did a reboot and a network reset but no luck. I also took out the Sim card and put it back in and did a reset back to manufacturer's settings, but still no internet. If you have more ideas, please let me know how. Thank you for your help!

[Christine37]

Thank you for replying! The texts came from 611. I verified my usage by going directly to the site on my browser. My subscription renews Oct 15th, but I'm worried this could happen again. I've restarted my phone, reset it, taken out the Sim card and put it back in and reset the network settings, but no luck. I actually don't here home internet, only my phone. The neighbour is letting me use his wifi for now. It's working ok. Please let me know if you have more ideas. Tha k you for your help!

[ORNGNBLK]

@Christine37  where Did the texts come from ? Usually PM texts originate from 4011 so anything other than that would be suspicious to me. And if you really want to verify your usage, check the web version for usage, and the app version as well. They may not be completely in sync but I’m sure you will find your usage is not at 180 GB for the cycle. When does your subscription renew ?

* late thought, is your neighbours internet working? If not, that would affect your wifi as well. 🙂

[hairbag1]

@Christine37 

you could reboot to see if that helps. Try network reset too.

added...you say "service was cut off". Is talk and text still working as expected ?