My data stopped working randomly

[gc83]

Hey folks, I've been using Public Mobile for months, and Telus before that, and all of a sudden today my data plan stopped working. My payment went through 3 days ago. I get a "Could not activate cellular data network" error on iOS. 

So far I've tried:

• I've re-sat my SIM card
• turned off my iPhone multiple times
• tried the ol' airplane mode trick
• removed an old eSIM card
• no VPN use
• iPhone was updated weeks ago and no new updates
• I just reset my network settings and it hasn't worked either

Absolutely no idea what to do next! Any ideas? Thanks!

[gc83]

I just put it in my iPhone and now it's working. Wow, that is so odd, I've never experienced this in 25 years of cell phones haha. Thanks so much for your suggestion!

[hTideGnow · Accepted solution]

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@gc83 wrote:

Hey thanks for replying!

So, I booted up an old Android phone and popped in the SIM card and I'm able to use data. Should I still connect with a PM support agent, or do you have any idea to fix this?

Thanks

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hi @gc83 

put it back into the iPhone and see if it works.  Sometimes putting in on another phone triggers some change on the back end

but if it still does not work on the iPhone, then it looks like a device issue.  The iPhone is new?  Make sure you update the carrier profile

if it still does not work, try on the Android a 2nd time, and if same (android work but not the iPhone), then you might want to reset your iPhone completely 

[gc83]

No no, I've been on Public Mobile for months now

[gc83]

Hey thanks for replying!

So, I booted up an old Android phone and popped in the SIM card and I'm able to use data. Should I still connect with a PM support agent, or do you have any idea to fix this?

Thanks

[hTideGnow]

hi @gc83 

if you just joined for 3 days, make sure you removed the old carrier sim card and the old carrier esim is disabled (check Settings, Celluar and make sure the old carrier sim "Turn on this line" is TOGGLE OFF)

[gc83]

Hey thanks for replying!

SMS is working but I haven't tried calling anything except my voicemail, which works. My plan just started 3 days ago and my Public Mobile account says I've only used 0.3/50GB so everything looks good there.

I will try your suggestion, thanks again!
GC

[slusagm]

voice and text both work but only not data has trouble?  You sure you didn't use up all the data? check 

ask PM to reprovision your account.  Simply open ticket with PM using Expert Messaging.  Click the Orange Chatbot icon on the lower right to start, or use this link: 
https://expert-messaging.publicmobile.ca/guest/chat/
 (Use your Community account to login.  If you don't get the 2FA text, click Didn't Receive code or Resend code and choose to receive via email or voicemail. But if you still cannot get the 2FA code, then use another email to create another Community account to open ticket ) 
 
PM will reply you via Expert Messaging   between 9AM-10PM EST (Mon-Sun)
(for help with Expert Messaging, check here: https://publicmobile.ca/en/get-help/articles/expert-messaging ) 

[hTideGnow]

hi @gc83 

first, check if any service outage in the area:
https://www.telus.com/en/on/outages

make sure you have the latest Carrier Profile

And since you have a physical sim, try the sim using another phone

last, ask PM support agent to help.  

 submit a ticket with PM support agent.  You can submit a support ticket right at My Account and PM app using the  Expert Messaging in one of these ways:

• My Account on a browser: Login and click Message Centre on the left pane to Start a Chat
• Public Mobile App : Login, and Go to Support page, click Chat with an Agent, and Start a chat
• If unable to access My Account/PM app, submit a ticket here using the your current Community login (or use another email to create a new Community account):   https://expert-messaging.publicmobile.ca/guest/chat/
  
  At the Chat, type "Submit Ticket", then type "Connect Agent", and type "Connect Agent" again.  Then login to open ticket
  (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email" or "Send Voice Message")     

Support agent will reply within 2 to 4 hours.  You will be notified via SMS/email or monitor here:
https://expert-messaging.publicmobile.ca

Remember: Support hours of operation: 9 AM to 10 PM ET