Data not working

[JPettifer]

We set up over a month ago and everything works except there is no data. I have tried every suggestion online and nothing works. How do I get an actual Public Mobile moderator? All complicated by the fact it's my son's phone and he usually has it with him. 

[darlicious]

@JPettifer  Did you check in the settings of the phone? If not and you dont know how i could look in my messages for he instructions i was given. If you are up to date then you need the apple id etc... as previously mentioned to then access itunes or icloud thru an apple  computer to reset data for public mobile. If you do not have access to one you can go to the apple store or an authorized dealer to do it thru theirs.

[Cornel_I]

Hello,

As a Public Mobile moderator, i can indeed confirm and advise, that not having an up to date iOS, falling behind in updates in this respect, does result most often in noticing troubles with the services and capabilities offered  by the service provider. In case especially of not being able to call or use data all of a sudden, with iPhones, it's a must-check.

Good day to all! 

[darlicious]

https://support.apple.com/en-ca/HT201487

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@JPettifer wrote:

iPhone 6. I checked it before I ordered the SIM card and it was good. The phone and texts work, just not the data

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@JPettifer  IPhone probably needs a software update to begin with it can be done over WiFi. You will also need to know your sons apple id and email and password. Then you can reconfigure it thru iTunes. @Calgary_ben  and @88cranston are Iphone gurus maybe private message them for help. I'm only going from memory from helping my neighbour set up his IPhone. Data could not be done until updates and the apple id, email and apple password for access to itunes or icloud for final reset for data. Also try this link:*   Hopefully this helps.

Ok let's try link again...here  Forget the links not working for me just try here: https://support.apple.com/en-ca/HT201487

[ChuckYeah]

I'm out of ideas. 

Hopefully someone has your answers, but in the meantime I'd send a support ticket.

Creating a support ticket:
Explain your issue to SIMON, seen below (start with "no data")

Use as few words as possible to allow the BOT to understand. Answer his questions until you get here:

Click on "Submit a ticket" and the Moderator team will respond to your concern within 48 hours. May take longer, but the promise of the new Ticketing System was that it will reduce these wait times.
Alternatively, you may send a private message to moderator through the following link :
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437


About @Moderator_Team
Moderator Hours
Monday-Friday: 8AM- 12AM EST
Saturday & Sunday: 8AM-10PM EST

[JPettifer]

Yes

[ChuckYeah]

What does this setting indicate?

Check Settings > General > About > Carrier

Does it say public mobile?

[JPettifer]

Tried it

[Dunkman]

@JPettifer 

Might need to connect to apple servers by connecting phone to itunes via a computer/lab top.  

[hairbag1]

While waiting for moderator assistance try...

Toggle Airplane mode off/on.

Restart phone.

Toggle Cellular Data off/on.

[JPettifer]

Full data. None has been used

[JPettifer]

SIM card does work in another phone. The check shows his is compatible and not stolen. Data worked before we switched to Public Mobile but now it doesn't. Could be a phone issue but seems odd that it stopped working at the switch

[geopublic]

@JPettifer  If your son has an LG G series phone then he needs to do a network reset it factory reset to get data working on PM. If APN settings are correct and you still can't get it working submit a ticket to PM.

To submit a ticket to Public Mobile do the following: 

[hairbag1]

@JPettifer  log into My Account / Data & Add-ons....do you see any mention of data there ? If not, you've likely used it up somehow. Let us know if there's any data there.

[ChuckYeah]

APN is not really an iPhone thing. Carrier updates take care of that I believe.

These are them tho. 

Name: Mobile Internet
APN: sp.mb.com
Proxy: Not set
Port: Not set
Username: Not set
Password: Not set
Server: Not set
MMSC: http://aliasredirect.net/proxy/mb/mmsc
MMS proxy: 74.49.0.18
MMS port: 80
MCC: 302
MNC: 220
Authentication type: Not set
APN type: default,mms,agps,supl,fota,hipri
APN protocol: IPv4
APN roaming protocol: IPv4
APN enable/disable: APN enabled
Bearer: Unspecified
MVNO type: GID
MVNO value: 4D4F 

[JPettifer]

We tried the network reset. Now where do I find the APN address?  Tried Simon and he is zero hep. 

[hairbag1]

@Dunkmansuggested earlier that you remove the sim and try it in a different phone. Have you tried that yet. That'll confirm if it's a phone problem or something else.

[Dunkman]

@JPettifer 

Other things to try if you haven't already:

1. Network reset

2. Toggle airplane mode on, wait a few minutes, then toggle off

3. Connect phone to itunes via computer

[JPettifer]

Tried it. The $40 plan

[hairbag1]

Click Setting / Cellular Data and make sure it's toggled on.

Which plan did you subscribe to ? ...was it the $10 plan ?

[JPettifer]

iPhone 6. I checked it before I ordered the SIM card and it was good. The phone and texts work, just not the data

[hairbag1]

What make & model is the phone ?

[ChuckYeah]

Alternatively, you may send a private message to moderator through the following link :
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437


About @Moderator_Team
Moderator Hours
Monday-Friday: 8AM- 12AM EST
Saturday & Sunday: 8AM-10PM EST

[GR]

@JPettifer put talk to a human 

[JPettifer]

I tried talking to Simon. No help. He has not used any data since day 1 as we can't get it working. 

[Dunkman]

@JPettifer 

You can get hold of moderator by clicking on the question mark on the right lower corner of the website to start ticketing process to get moderator help.  It will take 1-2 days for moderator to respond.

If you want, you can get more details on the community forum and we can try to help to get the data working.  Might not need moderator intervention.  

Some question include:

Which model of phone? 

Have you tried the SIM card in another phone to see whether data works?

[hairbag1]

Click the ? in lower right side of screen to start process of contacting a modertor.

What make and model is the phone ?

Make sure data is enabled.

Restart phone.

[GR]

@JPettifer  click here to start a conversation with Simon the chat bot and get a ticket for that issue!

https://publicmobile.ca.ada.support/chat/

Did you check his self serve account to make sure he has data left