[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. 

[Officejet0071]

Any update on the situation ?  and are mostly can/usa/ Mexico plans affected? 

[Private3]

Day 2 no data for me and none of the "fixes" you suggested made any difference.

This is my work phone. I just submitted the paperwork to replace this phone with one from a different carrier and will ensure my entire team does the same. Can't have them using unreliable service providers.

[Happy-12345]

Please inform why no data supporting for a few days as My plan is $25+tax 10GB at 4G, thanks

[Alexk6681]

My plan was due to renew on the 30th. I'm keeping my number and going literally to anyone else.

[Alexk6681]

I am a landscaper and I need this service to constantly connect to clients. I'm going. To be switching my service.

[Phones]

I am a full time delivery driver using Uber Eats and DoorDash. Your network outage starting May 25th has directly impacted my income over the past 3 days.

During active deliveries my data was dropping completely, forcing me to power off and restart my phone multiple times mid-delivery. Because of your network dropping during an active delivery I received a bad rating which directly affects my ability to earn income on these platforms.

This is not just an inconvenience ,this is lost income and damaged reputation on platforms I depend on to pay my rent and bills.

I am requesting:

An explanation of what caused this and when it will be fully resolved

I pay $45/month for reliable data service. That is not what I received this week.

[IamNFLD]

I’ve encountered this until now i dont have internet of wifi

[Loreck]

This has been ongoing for 3 days now with my account, my husbands and my daughters HOWEVER my son’s is fine. The ones with issues all have USA/can/mexico plans, the one who doesn’t had the basic plan…wonder if this could be part of the problem?? Toggling airplane works for a bit, but the moment I’m on wifi and then leave wifi, it goes out again…frustrating to say the least. 

[Karen0824]

This didn't work. I still do not have internet plus I haven't been getting messages on time. 

[hairbag1]

@DavidStephan 

you must be in Kitchener/Waterloo or Moncton NB area ? Many in those areas and others, have reported similar issue in the last 24hrs. I'm sure Telus / Public Mobile iis aware and hurrying to fix. Restart your cell occasionally.

[softech]

@DavidStephan 

Many users are having data-related issues in the last couple days.  Public Mobile is aware of the problem and is actively working on it:
https://productioncommunity.publicmobile.ca/t5/Get-Support/Megathread-Public-Mobile-Data-Issues/td-p...

In the meantime, please Reset network settings after a device reboot and you should be able to use the data again.   But please note that you might have to do it frequently until the the issue is fully resolved

[DavidStephan]

For  the last couple of days I haven't had any internet service unless I've connected to wifi.

I would like this fixed and a refund for the service that you haven't provided.

[Frani1]

I don't have any service, not even sms or calls. Data has not been working since yesterday. There should be days credited to my current billing cycle for this complete service interruption. Please reply to me asap

[hairbag1]

---

@JustinBC2 wrote:

My Data has been not working for 3 days now.  Calls and texts working.  Please fix asap.

Justin

---

Where are you Justin ? I'm in southern interior of BC and talk/text/data are all working as expected. 

[JustinBC2]

My Data has been not working for 3 days now.  Calls and texts working.  Please fix asap.

Justin

[Kels7]

I was contacted that I went over in my data usage. However I looked back in the history and it is not over. How do I get this fixed?

[alemarcohen]

toggling airplane mode or resetting network only work for a couple of minutes. Then, data goes down again. Waiting for PM to issue a permanent fix. First time in many years that I have a problem with PM. I hope this is not a strategy to make users switch to the more pricy Kodoo plans. I want to stay Public.. hope you can fix this issue soon.... and kindly offer some rebates before this escalates to regulators. 🙂

[MadSpoon]

Same here and my calls sometimes worked sometimes didn't 

[LisaCaballero]

I've definitely noticed it the last couple days. It's been out for significant portions of the day. Hoping for a speedy resolution.

[Joev1973]

The suggested fix worked. 
airplane cycled, then power cycled 

[Nata17]

The data has been down for three days for me. Unacceptable!

[Wallace_Grommit]

At the very least they should offer a bill credit. 

[Ali28]

Mine has been out for a few days. 

[BPretty86]

Everyone i know, that is currently with Public Mobile, is having similar issues. At least we know it is the provider and now our phones now. 

[Dc22]

All customers affected by this service outage should receive, at the very least, a discount code for the next billing cycle. It is unacceptable to ask customers to pay full price for a service that was not met.

[BPretty86]

Been with Public Mobile since 2019. This is a first for me

[BPretty86]

Same!!! No calls coming in or going out but phone says full bars and 5G. 

[Sterben1907]

This is unacceptable got charged for the full month recently, when are we getting refunds for this subpar service?,

[Wallace_Grommit]

I’m sure it goes without saying how frustrating this is. Interrupting our entire business operations. Brutal

[NORMANA]

I hope this gets resolved soon.  I may be forced to find a new provider before the end of the month if this is not resolved.