Data not working/Status - Suspended

[jules]

Currently I have no data. I can call and text. Under my overview tab it shows - Service Status: Active.

But when checking add-on usage I have this - Status: Suspended, even though I have 958mb left on my 1gb plan.

Any way to fix this?

Thanks.

[bilal]

Any update on this for folks? Any learnings to share so we may avoid having this issue.

[Moid_I]

@jules can you please private msg me your phone number i will have our specialist team look into the issue for you. 

Thanks 

[jules]

@Cyber

I started the conversation with public mobile over a week ago and have got no where with them so far. Very frustrating. 

[Cyber]

@jules,

Please send an email to Public Mobile.

Click on this link : https://publicmobile.ca/en/on/contact-us

Then, on the new page, at the bottom right of the page, click on "Email away" button.

  - Choose "Technical Issues"

  - Choose "Data not working"

  - Choose "My phone is receiving a signal"

  - Choose "I believe my account is paid and up to date"

  - Choose "I have not tried a SIM card in another phone"

Then click on "Email Us" and fill up the form.

[jules]

Device is an iPhone 5. Again - it has worked for 3 months up until this problem.

One thought I have is that when I paid with my voucher the beta credit didn't go through properly so it had to manually activated. Maybe they activated my calls/text but not my data. This screenshot is the only thing I can think of that could be the cause of the issue.

[Raxater]

Could be your device that's incompatible.

What phone are you using?

[DK]

Yes my wife's was working to for a while and there was a carrier update unbeknownst to her and she had to reenter then. Just a thought.

[jules]

Data has worked the past 3 months so it isn't my APN settings. Have removed sim card and rebooted phone but status is still showing as suspended under add-ons. 

Emailed them on Friday but yet to hear back.

[DK]

Here is the link regardless.

http://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Setting-Up-Data-On-Your-Phone/ta-p/26

[DK]

Since when is data considered an add on when on a 1 gb plan. Sounds like your APN settings are messed up. Are you a new subscriber and just setting up the account?

If so please let us know what kind of phone you are using so we can link you the APN settings.

[Martin]

Hello again,

Remove your SIM for a few minutes, and then reinsert it, ensuring that it is not loose. Reboot your phone. Then, check the status of the add-on. If still suspended, proceed with contacting PM as explained above.

[Martin]

Hello,

To recap, your service status in your self-serve account displays as Active, but your data add-on shows Suspended. Correct?

If correct, you need to contact PM.

If you became a client before January 27, 2015, you are entitled to call *611 from your cell, or1-855-4public from any phone for live customer assistance.

If the above does not apply to you, you must contact Public Mobile by webmail only. Click Contact Us on this site's home page. Another page will open with Email Away on it. Click that. Another page will open that contains the webform. Complete and submit it. In about 2 working days, a representative will contact you.

Good luck!