[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. 

[aesop197106]

So I assume that Public mobile will credit the lost time/service that wasn't provided over the last week??? I hope more people move on to a competent carrier that actually cares about customers & service. 

[local902]

My e-sim has been deleted, I can’t log in because it sends a code to that phone number. I’ve submitted 2 tickets and haven’t heard anything back yet

[DR_PM · Accepted solution]

Hello everyone. 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.

[CHC]

My very important phone call was dropped. Is this also linked to your description of "data related issues"?   

[Kb07]

Just throwing this out there.  I had some success in stablizing my mobile data access by downgrading my mobile network mode selection to WCDMA/GSM (from LTE/WCDMA/GSM.  Not a solution but it seemed to keep the network active without continually turning on/off airplane mode or rebooting. Hopefully they will fix it soon, as this has reduced my network speed. This setting is located in your settings, but the exact setting location is dependent on your phone.

[GDMcInnis]

Any word on when this may be resolved? Unfortunately this is now effecting my business. 

[Dallas14]

So if restarting the device and airplane mode is not working, what can be done? I'm doing a lot of travelling around and I'm in need of my data. 

[aesop197106]

Time to move on to a carrier that actually cares about it's customers. They love to take our $$$, & then provide no service & horrible customer service. Two tickets I submitted & got no actual help that was useful. 

This lack of service makes it really easy to move on to another carrier 

[simcoe]

As this is a critical issue for some subscribers, more frequent updates would be appreciated

[AWdevries]

Where are things at with repairing the outage? I have had no data for several days now and airplane mode and re-starting the phone is not even helping anymore! Will we be reimbursed for this outage?

[aesop197106]

This is beyond absurd. 

What are we paying public mobile for if they can't provide the services???

Time to move on to a competent provider.

[Pony4]

How does Public know who is having difficulty.  I am and it's been a week +

I need this resolved asap, please and thank you.  I've paid for a service I'm not receiving 

[CSA_PM]

Hi @ Fionavar 

I sent you a private message. You can view and reply to it by accessing this link: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

 

[codicharbonnea]

I've had no data usage since last week 

Hoping this will be resolved soon as I need my phone for work 

Hoping there will also be bill credits for phone not able to be used for such a long period of time 

Hope this gets resolved quickly

[Simon_Clem]

I’ve had no service. Monday was intermittently and the rest of the week I’ve had no service

[palbolt]

Good luck on the compensation. It probably says somewhere in the contract that they don't guarantee service.

[DCTPaving]

What is the latest update? Is the 4:14 pm 27-May your most recent update? 

[palbolt]

Maybe find some client feedback before assuming they don't suck. I was with them a few years ago and didn't like the service.

[makaylac]

I'll be expecting compensation for the days lost. Being stranded without network connection, without notification too, was very frustrating when traveling to a different city. 

[mneal]

I'm going to move to Freedom Mobile - $1 more, but 5 more gb of data...

[Splashtrout]

Not working in Newfoundland 

Must be across the country 

[mariahokeefe]

Will we be receiving some sort of discount or compensation for our devices not working for over a week now? 

[LisaCaballero]

Coincidentally, I've been getting offers from Public Mobile to switch to a more expensive Koodo plan.

I hope this isn't a way of getting people fed up so they will do just that. If anyone is considering switching providers hopefully you just move away from public mobile/Koodo/Telus completely 🙄

[Sahara28]

Has completely cut out for me for the past 3 days. Even after restarting my phone, i get notifications but then it cuts out immediately after

[Sahara28]

pls 😞

[Louis_Wu]

Day 3 in Nova Scotia now with limited or no data. Very frustrating. 

[Annaleebender]

Started Monday Mid-morning, very frustrating. Temporarily fixed by toggling airplane mode and reseting network services, but then data goes away again shortly after. 

Waterloo Ontario. 

[Caroline1410]

Any update? And please do not suggest toggling Airplane Mode on, or restarting my device. I’m fed up,  I’ve already done that multiple times. It only works for a little while, and I’m paying to have normal data service, not to be troubleshooting all the time. This is not right!!!

I’ve just checked again now, and the data is still not working.

[y-bu]

Vancouver, BC. Still have the same problem. Restarted my phone, toggled Airplane mode Off/On, nothing changes. Still have no data services 

[smp999]

Hi - can you please provide an update, even let us know if there is no update yet.