cancel
Showing results for 
Search instead for 
Did you mean: 

Data not working correctly

DylanSinnicks
Great Neighbour / Super Voisin

Hello i have 2 gb of data and I have used 1 gb of data and cannot access any internet. Can you please look into this when possible? Thanks!

16 REPLIES 16

0PX9O4
Model Citizen / Citoyen Modèle

@DylanSinnicks 

 

This is more likely to be a device issue. Have you checked your phone's APN settings already? You will also want to make sure that your phone's "data saver" feature is turned off.

 

Would you please post a screenshot here from your self serve, to help us better identify the usage history?

S--S
Mayor / Maire

@DylanSinnicks 

go sign in to Self-Serve, to review your account, history usage if you have any leftover!!

for more information about Managing Your Data Usage visit  Here link to save your data...

and turn off background data, to save your data.

when your data limit used all, is will be off until next renewal cycle,

at public mobile 30 day Prepaid Service No fees extra charges...

 

 

you can try reseat the SIM card and Make sure your phone is off before removing your SIM card,

1. power off your device

2. take out the SIM card,

3. waiting a 1 minute,

4. put it back and power on,

5. toggling airplane mode off/on,  

 

and you can try to reset network settings and Changing APN Settings,
for iphone

Go to Settings > General > Reset > Reset Network Settings.

This also resets Wi-Fi networks and passwords,

or visit  Here link, 

 

APN Settings On An IPhone click Here link, 

 

How to reset network settings on an Android device
  1. Open the Settings app on your Android.
  2. Scroll to and tap either "General management" or "System," depending on what device you have.
  3. Tap either "Reset" or "Reset options."
  4. Tap the words "Reset network settings."

   or visit  Here link,

 

APN Settings On Android device click Here link,

 

Ensure you have the correct APN settings by visit Here link,

Select the brand and model of your phone,

 

and try manually selecting network "3G ONLY" or WCDMA only,

for iPhone visit Here link 

or Here link 

 

for android visit Here link ,

 

and do Rebooting your phone ,This is quick and simple,to refreshing your network,

*what is meant by rebooting the device turn off and turn it back on.

 

try to check update your device,

 

you can try to test your SIM card in another device to you know the issue from SIM card network or your device issue.

 

if you can't fix it you need to Contact Customer Support Agent by CS_Agentand Explain your issue to them can solve, they are nice service Team the will help you 100%.

 

Here’s How To Contact Customer Support Agent,

  • send a private message to Customer Support Agent by Click Here link,
  • please include in your message,
  • phone number,
  • Email address,

 

  • Customer Support Agent by CS_Agent, will Response to your inbox by private message 
  • During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
    • Monday to Sunday: 6 AM to 10 PM EST
    • Note: Public Mobile No Support by phone call or Email.. only by CS_Agentprivate message..

    Check your private message inbox (click on the envelope top right of your screen)

         Good Luck...

 

dabr
Mayor / Maire

@DylanSinnicks    First try rebooting the phone.  You should also log into your account and make sure you see the data line on the overview page under My Data/Add-ons.  If that line is missing, then it's possible you've depleted your available data and will need to purchase data add-on to tide you over until renewal.

 

It's also possible that you've set a data limiter on the phone.  Reminder that data usage on your phone, may not be accurate as PM plans renew every 30 days and you would need to sync your renewal dates on your phone each cycle.

softech
Mayor / Maire

@DylanSinnicks best to confirm your usage locally first. 

 

 Are you on Android?  if so, there is a Data usage page, just set the start date to your PM cycle start date and it will show you your data usage and which app used the data

DylanSinnicks
Great Neighbour / Super Voisin

I could not see any data but my phone tells me I have only used 1 gb and it stats here that I have 2 gb. I have reviewed my emails and they have stated that all may data is used up review photos attached

Screenshot_20220114-173610_Settings.jpg

DylanSinnicks_0-1642197468710.png

 

 now this could be just a data issue but I need someone to confirm because it just saying I used up all my data on the website.

darlicious
Mayor / Maire

@DylanSinnicks 

Can you please edit your second screenshot from your post and your image library in your profile please as it contains more info than you intended to reveal. Click the 3 dots at the top right corner of your post.

 

 

 

 

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

DylanSinnicks
Great Neighbour / Super Voisin

OK done thanks!

@DylanSinnicks    You need to ensure the usage being reported on your phone matches your PM 30 day cycle.  Re-enter the start cycle on the phone to the same date as when your PM 30 day started.  This should give you a more accurate data usage report, although it will not match exactly.

 

If your data line is missing on your overview page (self serve account), then you've used up your data already.  You can purchase more data by clicking the Purchase Add-ons (right of My Data/Add-ons) and follow prompts.  Reminder buying add-ons is a two step process, first add funds and then go back and purchase the applicable data.

 

Add-on data cost is $15/1GB but this add-on doesn't expire and any remaining data (once renewal resets your plan data) will stay on your account until completely depleted.

0PX9O4
Model Citizen / Citoyen Modèle

@DylanSinnicks 

 

If self serve is indeed showing that your 2GB is all used up then this is decidedly a phone issue. Your own screenshot shows that you have used up 1.34GB just since the 1st of the month (so in the last 2 weeks). You likely used more in the time between when your plan renewed last month, and the 1st of this month.

 

My best suggestion would be to hunt down the app that is using more of your data than you want it to. You can do this within Android's data manager reports.

Need Help? Let's chat.