[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. 

[TAB107]

Can you please give us an estimated time that this issue will be fixed. Toronto, ON
None of the recommended fixes work for me. 

Thank You

[kyle120212]

All services are struggling the past few days, not just data, data is not working at all. This is effecting my work life at this point.

Public mobile should be waving our service charges for each day until this is fixed 

[HeidiY]

Located in Eastern Newfoundland. All three public mobile devices have been dropping data signal since May22-23

[vninja]

Not just data problem. Phone calls affected for me today too. Call goes through and able to start conversation but then dies despite staying connected.

[PaulC2]

Can confirm, I have had data issues since May 23, I live in Pickering. It drops while I am still in my house and I haven't gone anywhere. Airplane mode doesn't work for me, but restarting does. Even then, I keep connection for about 5 minutes.

[fraserdr]

Updates? Will not use data at all. The only time i can receive messages or connect to the internet is when I am connected to a Wi-Fi network. And this is occurring with all three phones in the family

[glazanik]

Thank you.. Looking into it now.

[RangerRob902]

I have also been having issues for the last week & a half.

When I connect to Wi-Fi or go out of service, when I regain service or leave the Wi-Fi.My phone does not automatically connect to the  the mobile  data network, but the cellular eteork is working.. It's can be restored by cycling on and off Airplane mode or Mobile data.I am using a Samsung S20-FE.

This is very frustrating and impacts my day to day life..  are customers going to see compensation for this?

[slusagm]

There is an active service issue on PM side

https://productioncommunity.publicmobile.ca/t5/Get-Support/Megathread-Public-Mobile-Data-Issues/td-p...

But it might help to Reboot the phone and Reset network settings.

If still cannot connect, try changing network mode to 4G or LTE and reboot phone once more

[glazanik]

Hi,  My data isn't working. The app shows that I've only used 1.37 GB of 4 GB, but I haven't been able to get online outside of wifi for a few days. I've checked the cellular data button in my settings, and that's on as well. 

[CookesForChrist]

I have had no data for several days. What am I paying for?

[slusagm]

There is an active service issue on PM side

https://productioncommunity.publicmobile.ca/t5/Get-Support/Megathread-Public-Mobile-Data-Issues/td-p...

But it might help to Reboot the phone and Reset network settings.

If still cannot connect, try changing network mode to 4G or LTE and reboot phone once more

[Marian_ter06]

Internet connection doesn’t work 

[Wendy709]

My mms not working and my sms is slowwwww

[Phones]

Agree 💯,

[Wolfric99]

Started happening a few days ago and definitely seems to happen when switching towers but also often while sitting at home as well.  My mother is also experiencing the same issue as well on her phone/plan.

[GreggW]

My month is coming up in a few days...  hopefully this gets fixed before the weekend or I'll pay the little more for proper service elsewhere. It's really too bad because I've liked the service, pricing and data bucket with PM.

Hoping we get an update here shortly.

[PMMB356]

Any updates? My data is very spotty and there has been no communication when this will be resolved. 

[cjcheng12]

Still no Internet connection! I think I will switch to other provider if it still persists today.

[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?