[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. 

[Maup]

I went out and bought a new phone cause i though my Iphone 6plus bit the dust and the 3G was not working. the phone was working fine. i bought a new iphone and still the same problem. No data, messaging, internet, phone calls and i am in the GTA. tried your solution and no go. 

[Shayward]

I have

[slusagm]

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@Jsvp wrote:

Normal data service is still not working after trying several times the "temporary solution".  As is, 5G does not work on my phone when wifi is activated.  Cell data does work if I turn off wifi.  This is work around; not a solution.  Public Mobile/Telus is losing credibility by twice stating the problem has been fixed only to have multiple users report they are still experiencing the same issue.  Also, asking users to create support tickets seems a bit futile when a ticket that I created yesterday has yet to be acknowledged.

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ask said in the update, you will need to open ticket if still unable to get it working

Simply open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA  code when login, use email to receive code instead of SMS if you cannot receive the text on the phone.)    When open Chatbot ticket, Type the question Submit ticket and select Contact Us to get to ticket open screen       

But if you have trouble using Chatbot to open ticket, then message PM using this link:
    https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

PM will reply to your community inbox,  between 9AM-10PM EST (Mon-Sun), check here:
      https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage  

[slusagm]

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@Shayward wrote:

I'm in Prince Edward County, Ontario and have been losing service/data for a week now and still not resolved. Only power off and back on brings it back for a short while and then I lose it again. This is absolutely ridiculous, I just switched to Public Mobile 2months ago and this is not a good first impression. No I am NOT interested in switching to Koodo either ...I hope this is not the reason this is happening to entice people to switch. Unacceptable.

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@Shayward 

have you open a ticket yet? 

Simply open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA  code when login, use email to receive code instead of SMS if you cannot receive the text on the phone.)    When open Chatbot ticket, Type the question Submit ticket and select Contact Us to get to ticket open screen       

But if you have trouble using Chatbot to open ticket, then message PM using this link:
    https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

PM will reply to your community inbox,  between 9AM-10PM EST (Mon-Sun), check here:
      https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage  

[Shayward]

I'm in Prince Edward County, Ontario and have been losing service/data for a week now and still not resolved. Only power off and back on brings it back for a short while and then I lose it again. This is absolutely ridiculous, I just switched to Public Mobile 2months ago and this is not a good first impression. No I am NOT interested in switching to Koodo either ...I hope this is not the reason this is happening to entice people to switch. Unacceptable.

[Jsvp]

Normal data service is still not working after trying several times the "temporary solution".  As is, 5G does not work on my phone when wifi is activated.  Cell data does work if I turn off wifi.  This is work around; not a solution.  Public Mobile/Telus is losing credibility by twice stating the problem has been fixed only to have multiple users report they are still experiencing the same issue.  Also, asking users to create support tickets seems a bit futile when a ticket that I created yesterday has yet to be acknowledged.

[Kovooraj]

Yes, done this as well 

[dcook]

The issue is not resolved, I am located in Orillia, ON. Android phone just says "No Connection" when trying to use Data as of 9pm May 28

[softech]

@Kovooraj 

 still experiencing issues with their services, please open a support ticket for further assistance. 

[Kovooraj]

Can definitely confirm this has not been solved. 

Tried your so called "solution" twice, and still there is no data connection.

[PMnew1]

Are all users going to receive a credit for the 4-5 days of interrupted data usage? 

[Teresa_B2514]

I have been experiencing the same issues-loss of data over the last two days. Very scary when trying to use Waze to navigate through unfamiliar areas!

[Dunkman]

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@JohnYao wrote:

I have losen data connection via eSIM for three more days during day time. It was OK before. Is it eSIM problem or networking problem ?

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@JohnYao 

Network issue.

@philjane1 @JDee1 

Supposedly fixed now. If still having issues, try the above suggestions.

Some customers had success changing the network to LTE or HSPA (instead of 5G or Auto). Slower, but works. 

[JohnYao]

My eSIM loses data connection in Fergus, ON, but OK in guelph.

[JDee1]

This is not the first month I have noticed this issue towards the end of the month.  I am not even close to being over my data.  This issue must be resolved quickly or I am leaving the plan. 

[philjane1]

have had this problem for over a week, i have been using the airplane mode off and on but it has stopped working

[shabbs]

Been having intermittent data issues for the past few days - up in Caledon, ON. This has been very frustrating. Hopefully it's finally fixed.

[BethWoroniuk]

My daughter on public has an esim and hers seems to be working now but I have a physical sim and still have no service. We are both in Nova Scotia. 

[jamesrdio]

I still don't have any data that I have been paying for. Your service is terrible.

[Lily35]

Still happening in Halifax, NS

[rodc]

I appreciate this because I've been receiving too many emails from what appears to be Public Mobile urging me to switch to a more expensive provider and I was starting to think that I was being scared into switching over.

[AWdevries]

Airplane mode not fixing the issue for me!

[Greerb]

Just had the same issue just now in NB

[Ihh]

Not resolved. Still happening on NB.

[officialtom]

Not resolved. Still happening on PEI. Leave wifi and then data doesn’t work. Airplane mode fixes it. 

[Pat80]

Still having the issue in the last 10 mins I had to turn on airplane mode

[GameNerdzMom]

The issue is still not fixed even though your post says you've resolved it. I'm in the Brockville Prescott area and still have no data service. An entire week without full service is unacceptable. And no I have no interest in paying more money using your sister company koodo I'd sooner switch to fizz if this keeps up.

[Reality]

It hasn't been resolved I still have no data

[user12342]

Still out intermittently in NS and NB.

[Tarajack]

In Sarnia area.  Still no service.  Have tried both options to restore service. 🤷🏼‍♀️