Data is not working

[darmina]

My mobile data hasn’t worked for the past two months, even though calls and texts are fine and I have data on my plan.

I’ve already tried:

• Resetting network settings
• Re-inserting the SIM
• Restarting the phone
• Updating carrier settings
• Editing the APN (it keeps switching back to isp.mb.com instead of sp.mb.com

Nothing has worked. Please check my account and SIM provisioning — I’m paying for data I can’t use and need this resolved.

@CS_Agent 

[hTideGnow · Accepted solution]

hi @darmina 

PM support would probably ask you to buy another esim and try again.  You can ask them for reimbursement after

or you might want to check with PM support agent first and maybe they can refresh your account without you getting another esim.

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            

[darmina]

iPhone, tried updating the carrier profile still doesn’t work. eSim too btw. 

[softech]

@darmina 

What phone do you have? Did you try your sim on another phone? This can confirm if it is a device or account issue 

If you have an iPhone, there is no need to update APN.  The APN entry you see is for hotspot only.  Instead, you need to update the Carrier Profile 

But if you are on Android, instead of updating, some phones need you to create a new APN Profile.   Create a new one based on this and remember to Save and set as Active 

APN: sp.mb.com
Proxy:
Port:
Username: <blank>
Password: <blank>
Server:
MMSC: http://aliasredirect.net/proxy/mb/mmsc
MMS Proxy: mmscproxy.mobility.ca
MMS Port: 8799
MCC: 302
MNC: 220
Authentication Type: Not Set
APN Type: default,supl,mms
         or    default,mms,agps,supl,fota,hipri
           (might need to include DUN for hotspot, please note case sensitive)
APN protocol: IPv4
APN roaming protocol: IPv4
APN enable/disable: APN enabled
                or  Turn APN on/off APN turned on
Bearer: Unspecified
MVNO (Mobile virtual network operator) type: GID
MVNO (Mobile virtual network operator)value: 4D      (or try:   4D4F)

[ORNGNBLK]

@darmina   In order to reach a cs agent you will need to open a ticket using the orange chat button on the bottom right of the screen. They will reply to you but you’ll have to wait until at least 9 am eastern time when they open. Hope this helps