Please help - no service after payment

[kalettuce]

I would like to piggy back on this thread if that's OK.

Hey folks,

I've been on the road since my last autopay update and my phone is active but I cannot access data. (Mobile data is active on the phone and wifi works but no data is coming through).

I've sent a private email to PM but have since heard nothing. My service is pretty spotty and I would like very much to have access to my data package particularly for the remainder of this trip.

Can I have some assistance please?

-Chris.

I will try to get on at some point today again to follow up. Cheers.

[Luddite]

Yup, best to confirm all the "take it for granted" items:

- cellular data on

- data not used up

- APN settings correct

[NDesai]

Great!

We assumed everything was working before so APN settings were not an issue. But i guess for stability, APN setting is a must. 

Thanks for giving us an update. 

[Shazia_K · Accepted solution]

@Luddite@NDesai, 

Hey guys,

the issue was that the APN were not set, had them set for @kalettuce and confirmed that everything is working! @kalettuce has to get back on the road so thought of updating you guys! 

Cheers!

Shazia

[kalettuce]

Heh yes, trying to get all the information in before I have to get moving.

Phone make/model is Sony Xperia Z3

. All apps and browser not functioning. I'll try these ideas while I wait for a mod and update.

[Luddite]

You are too quick and replied before I could edit the last post!

What is make/model of your phone? 

Is it all apps or just browser not connecting?

And a bunch more ideas:

- toggle airplane mode off/on

- reset all network settings; you will need to add back wifi passwords after that.

- have you added any vpn's?

- remove sim for 5 minutes, then install and reboot

[kalettuce]

Ah... that's a tricky part. I don't have a container for my nano sim and all the people around me use phones with micro sims. That test will have to wait a short while.

And most people have phones locked to Bell/Rogers =/

[kalettuce]

Will do. Thanks for the advice

[Luddite]

One last test; try your sim in the old, or another, phone and a good sim in your phone.

[NDesai]

Well, pretty much you have provided answers to all troubleshooting tips that can fix issues such as yours. 

PM staff member will take a look into this and see what's up. 

@Shazia_K @Mary_M

Thank you for your patient. 

[kalettuce]

No worries. Gotta start somewhere.

Yep. Still in Canada. I've switched devices since the onset of my first plan payment date, though I had remaining data on my last package with the new phone, and it worked until I ran out and the cycle begin again. My talk and text still work just fine.

Any other leads?

Thanks.

Chris

[NDesai]

@kalettuce 

Sorry, but more qs, are you still in Canada right? lol

Is it the same device you used before? Also if you have other service like talk or text, do they work? 

[kalettuce]

Duly noted for future reference.

Thanks.

Cellular data is turned on, data usage is at 0% as I have recently gone through an autopay cycle

[Luddite]

@kalettuce Bad idea to piggyback because it easy to get missed.

Couple of troubleshooting questions:

- is cellualr data turned "on"?

- log into your self serve account and ensure you have not used your data allowance (check old messages for one from PM saying 95% data used)?

- do you mean all apps that use data or just the browser are not connecting?