[Resolved] Megathread: Public Mobile Data Issues

[DR_PM]

Hi Community, 

We are aware that some of our customers have been experiencing data-related issues. Our teams are actively investigating intermittent data issues affecting some customers.

If you are having problems connecting to your mobile data services, try one of the following steps to restore data:

• Toggle Airplane mode ON, wait 30 seconds, and switch it back off
• Restart your device

In many cases, these steps will restore your connection temporarily at least. Until the issue is resolved, you may need to repeat them periodically.

Rest assured, our internal team is working to get this resolved as soon as possible and we’ll share any updates when we have them here.

Update 1 (4:14pm ET, May 27): Thank you for providing your examples, our network team is continuing to work towards a resolution. We don't require any further examples, and will provide all new updates in this post, as soon as they become available.

Update 2 (2:09pm ET, May 28): Thank you for your patience as our teams have worked to restore services to their normal state. At this time, your service should once again be functioning normally. Please follow the steps listed above (airplane mode on/off, restart your device), to restore your service.

Update 3 (4:35pm ET, May 28): Our technical teams have completed additional updates to resolve any residual issues that some customers were experiencing. Any remaining customers that were experiencing issues should once again follow the airplane mode steps listed above to restore services to their normal state. For anyone that is still experiencing issues with their services, please open a support ticket for further assistance. 

[NJTR]

Same issue here in London. Was out of town yesterday and needed a live map so got lost in a city I didn't know. Not the safest. I've had Public Mobile for over four years now and this has never happened before. I will wait a day or two longer before looking for another service provider as I use my data all the time for work purposes. 

[mightymatt3000]

No data and I have 3 lines. what's the deal PM?

[Natasha15]

My partner and I are located in Northern Ontario with Public Mobile and have not had data for 5 days.

We have toggled airplane mode, network reset, phone restart. None have worked. 

We will be looking elsewhere for a service provider if this persists. 

[TraceyS82]

I have had 3 days of connection issues. It is affecting my job currently as I need data and not always around wifi.  The airplane mode and restart no longer seems to be working as of today.. I have tried several times and still no connection.   

Will we be reimbursed for the length of this issue? If not fixed soon I will look into moving my service over to PC Mobile.

[LeonLee]

I am located in Sudbury, Ontario, and I am experiencing a complete data outage on my Android phone. The mobile data stopped working entirely since last night, and it is still not working now.

I can make phone calls and send text messages, but there is absolutely no data connection at all.

I have already tried:

Turning Airplane mode on/off (waiting for over 30 seconds)

Restarting my phone multiple times

None of these temporary fixes worked for me. Is anyone else in the Sudbury area or on Android experiencing a permanent data drop like this?

Public Mobile, we need a real update and a permanent fix as soon as possible. This is deeply affecting my daily routine and work!

[Jsmithers26]

Did everything. Still dropping data regularly. Have to turn off device to get it back, but it just happens again.

[NannyC]

As with others I've tried every suggestion...  my iPhone connection for the last week here in Nova Scotia is intermittent on cellular AND on wifi? Hopefully connection issues will be resolved quickly! I've not experienced this problem before..

[palbolt]

What's the phone number to check if the service is down or it is some other issue? Automated message when one calls, send out informational texts?

[m3schulz]

Three phones in the family - three phones with intermittent data being off. Please ensure rebates for each day this is going on are automatically applied to each contract.

[Rob09]

Both toggling airplane mode and restarting the phone no longer work for me.  I have no data.  Calls and SMS still work, as far as I can tell.  But I've been told that I am unreachable by text from some people.  I've been a long time customer with Public Mobile and I was always pleased by their pricing and appreciation for their customers.  However, over the last couple of years, both of those aspects have been fading; especially, it seems, their appreciation of their customers.  At least the network was reliable!  But wait, it seems this is yet another aspect they are failing at.  The duration and lack of transparency with this data outage is unacceptable.  I would threaten to move to another provider but, based on their recent promotions for Koodo, this doesn't seem like a threat that would have any weight.  They likely WANT customers to leave.  With this type of business model, what incentive do they have to ensure that this data outage is resolved in a reasonable amount of time?  And what duty of care do they have to ensure that customers are informed or compensated?  Likely none.

[Fran624]

I have 6 accounts with public mobile and have had data issues for at least 4 days. I find this very suspicious that you are pushing koodoo and we have no service. I will not switch to koodoo. I will however change provider if this is not resolved in the very near future.

Will I be compensated for the time I had no service as I pay for a service therefore I expect a service?

If I switch provider before my month is up will I be reimbursed for what I didn't use, including days of no service?

[Vic9]

This is day 3 of issues!  I can understand 24 hours - maybe even 48 hours. But 3+ days?!?! 

Also, I have tried the suggested Airplane mode and restarting the device options. They DO NOT WORK! 

Why is this taking so long to get resolved?  Will our accounts be credited for these days? That is the least Public Mobile can do for the inconvenience we are being put through.

[KK07]

Is this PM giving away our information to Carney for Bill C-22 and building a backdoor access for the SPIES. We have a right to know?

[KK07]

Both our phones in this family aren't working. This has been going on too long and there needs to be appropriate compensation for customers. It's bad enough there is no one to talk to to get help.

We will start looking for a new provider. 

Our plans were updated to more data and still we get notifications we are out from the original plan years ago!!!

Crappy service!

[Johnny101er]

5 phones in the family. 3 don't have issues, one has intermittent issues and one (of course mine), has not connected to mobile data for the last couple of days. How am I supposed to do Wordle?

[Tim_oh]

Funny how I’ve never had issues with PM in the past however now that they’ve been pushing the Koodo stuff it’s been getting worse. 

[Kroberto]

Me and my 4 family members all have PM accounts that have been affected by this data outage since about May 25th.  I checked here eventually and found out there is an issue, with no fix timeline.  I'm pretty floored that a cell phone company that routinely sends out text messages with upgrade offers and promotions hasn't said "boo" about this outage.  I recommend Public Mobile send an official communication out advising users of the issue, the affected area and estimated fix time.

[Menerva]

I've had public mobile for a few years now and I really love the prices and coverage compared to other service providers. I alos had no problems with their billing. But the past few days, the data is really bad. I had to restart my phone many times, got stuck in traffic because I cant use live maps, etc. Please fix as soon as possible.

[ElleDee]

If you want to file a complaint with the CRTC for PM failing to provide service and notification of an outage here is the link to do so: https://crtc.gc.ca/eng/contact/question.htm Putting up a post on Day 2 on a membership-locked forum that requires 2-factor authentication that some people cannot get right now doesn’t count and having us have to notify you to do something instead of monitoring and fixing this problem yourselves. At minimum, this should have been an outgoing push to all PM users via text and email of the issue, steps to resolve, and updates. People shouldn’t just be finding out their phones aren’t broken or panicking that their accounts have been cancelled or billed incorrectly by stumbling across posts across the internet. 

[littcass]

Me and my work partner has been having this problem all week 

please resolve 

thanks

[shiggles08]

Yes! This has been happening to me too!

[Relyapka]

Seriously an update is required! This is going into the third day of issues here in Stratford.

[Aktech]

Hi Public mobile tech team.

The issue with data connection is still happening. It's good after restarting the phone but fails to connect to the next tower until phone is restarted. 

[Neenawneenaw]

I find the outages since constantly being suggested to switch to kooodo very suspicious. The troubleshooting works but then my service (texting included) disappears. I hope we get a prorated refund for the disruption 

[Sheema12]

It's more than 2 weeks I don't data phone. I am so tired of this issue. I am going to change my provider soon 

[sadiedaisy]

This is my hunch too, they send us texts constantly trying to get us to switch to Koodo. If this is not resolved and I have to switch then it will be to a completely different carrier not affiliated with Koodo/Telus. 

[sadiedaisy]

That's true, I was confused thinking I'd already used all my data yesterday, and finally this morning started looking into it myself, why was there no text or email sent to us??

[Aktech]

Restarting the phone I'd the only thing that has worked for our 2 phones.

[local902]

Anyone else’s phones saying sos or no service? I see tons of people having data issues, but I can’t even get a text or phone call in or out 

[local902]

I wouldn’t say as my device has no connection to any towers, I had to run a duel sim from another network. I’ll be canceling my service with public after today