Mobile Data Stopped working

[samar_bendary]

Hello, 

My plan comes with 1 GB data and for some reasons my mobile data is not working even though I still have all the 1 GB data still available to use. I put my SIM card into different phone but it still would not work. Phone calls and everything else seems to work fine. 

-  My spouse who also has PM account, his data works fine without any issues. Also, when I tried my SIM on his phone, still my data won't work. 

- The Data is turned on and I can see the "LTE" Sign on the left top corner but the data won't work!!!

- My Data used to work before. It just stopped working about ~3 weeks ago.

I would appreciate it if you could help me regarding this issue. 

Thanks 

[JL9]

Good luck and keep us updated because this type of issue is fairly rare as it is usually a provisioning issue or a customer unknowingly using up their available data.

[samar_bendary]

Yes, my spouse data works fine without any issues. When I tried my SIM on his phone, it won't work either. 

[esjliv]

@samar_bendary  - do you know of anyone else in your area/home with a Public Mobile account? Does their data work without issue, I wonder? Thinking if this could also be tower/network related. CSA should be able to rule out any account issues though.

Check for outages in your area:

https://www.telus.com/en/on/outages

https://istheservicedowncanada.com/status/telus

https://downdetector.ca/status/telus/map/ 

[samar_bendary]

Thanks for the suggestion. I have followed the link you provided and submitted a ticket. Thanks

[softech]

@samar_bendary   open a ticket if you have not done so.

Usually it might start working after you put your SIM in another phone (your sim/account will got re-provisioned with that move), but it still working.   With both phones not working, likely it is not a device issue.  Let's see what PM Support can find out

[samar_bendary]

Yes, it was working fine 3 weeks ago. It then stopped working. 

Yes, my data is turned "on" and I can see the "LTE" sign on the top left corner but data won't work. 

[esjliv]

Has your data ever worked @samar_bendary ?

Are you ensuring the Data option is turned on in the settings of the phones you are trying your SIM card into?

If the data never worked, are you sure the phones you have are compatible?

What is the model of your phone(s)?

If the phone is compatible, and a Reset of you Network Settings on the device did not work, check the APN settings:

https://www.publicmobile.ca/en/on/get-help/articles?q=apn

[samar_bendary]

Yes, I can make and receive calls. I also see the "LTE" sign on the top left corner but the data won't work. 

[darlicious]

@samar_bendary 

Ah I see you are on the $25 plan....ignore my earlier advice on changing plans.

[softech]

@samar_bendary   You can make calls and receive calls? Your phone can connect PM network without problem?

if you see the data there and cannot use, It could be PM problem.  Open ticket with PM Support and have them to investigate further

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at: 

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply you there

[samar_bendary]

Yes i have all 1GB still available. But still data won't work 

[samar_bendary]

Yes the 1GB still here 

[samar_bendary]

I reset network settings, still won't work  

[iliketotalk]

@samar_bendary Have you checked in your self serve account under my data and add ons section do you see the 1 gig there?

[hTideGnow]

HI @samar_bendary   , since you tried different phones and got the same result, I think it is not APN issue

Are voice calls working?  and you have been PM customer for some time?  If that is the case, probably not a sim provisioning issue

Check My Account to see if you still have any data left

[softech]

@samar_bendary   Also, please note that PM is running on 30 days cycle, so, it could be that the cycle date shifted and you are towards the end of a cycle and hence data are all used up?

When you login to My Account, check when was the start date of your current cycle.  It will how you the Payment due before date, that is the next cycle start date, 30 days before that would be the beginning of your current cycle

If you are  on Android, you can check your Mobile Data usage page.  This shows you the data used recorded by your device  Simply change the "Start Billing cycle on" date to match your current cycle and you can tell how much data you used and which apps used the data

[darlicious]

@samar_bendary 

When is your renewal? Are you on the old $35 plan? If so you should schedule a change plan on next renewal to the new $35/3gb plan. Try resetting your network settings to see if your data starts working if it is still showing on your overview page.

[MrSpock]

@samar_bendary hi it may be a provisioning problem with your account  contact an agent for help  Click here 

[softech]

@samar_bendary   Look like your data are all used up

Login to My Account and check if you see a line about data in My Data & Add-ons section, if you don't see a line about data  there, it means data are used up.  Something like this, except yours would show the data you are entitled to