[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. 

[MoeNorman]

It’s been a few days and service still isn’t working here in St. John’s NL. I tried the temporary fixes but it doesn’t last for very long. If this continues I will have no choice but to sign up to another cell service.

[Tlaw15]

Is this is a company way of trying to get us to shift to Koodo/Telus ???  ...... because I have never dealt with a service interruption for any tech company that lasted this long. Surely the "Tech Team" is not that inept!  It's unacceptable!

[Tobbinn]

All three Public Mobile users in our home having the same issues. 3 different models of iPhone having same issue. Airplane mode solves the issue for a period of time. Would say this began earlier this week. 

[MarilynButcher]

I live in Walden. Definite issues when driving from Toronto and around town here for several days. Turning off the phone helps in the short term only . Looking for another Canada/US provider when this month is up 

[Bustysal]

Same here in Central NL

[ray_chua]

Quick update: still constantly need to restart or use airplane mode to fix data loss and basic service. SMS is still unreliable. Even when visiting this community forum, my 2FA text fails so I need to resend code to my email to log in. Same deal with the Public Mobile app. It's basically offline unless I connect to wifi or I restart again. So we can't even reach out to Public Mobile without experiencing problems with data and SMS.

[GreggW]

I will probably be moving back to VirginPlus this weekend. Kinda sucks, because their lowest decent data plan is $45 for 60GB CanadaWide and my plan with PM is bigger and cheaper. But that's a moot point if you can't use any of it.

[hTideGnow]

hi @Chris1220 

For the data issue, there seems to be problem with Mobile data in some area.  PM is working on the issue:
https://productioncommunity.publicmobile.ca/t5/Get-Support/Megathread-Public-Mobile-Data-Issues/m-p/...

Start with Reboot phone and click Reset network settings

If same, please report your issue on the announcement link I provided above

[zerohedspace]

This is a serious problem for me, it's affecting my ability to work and costing me money.

[zerohedspace]

Same! 

[whywouldyoumake]

Saint John NB, no data, no text unless SMS. Phone calls work.

So who out there has comparable deals out there people? Wifi calling would solve most of my problems but since PM doesn't support it, I can't use that avenue. Days of issues and hardly any response is a pretty bad look for a mobile carrier 

[LauraCC]

Help! My phone stopped receiving or making calls. My data stopped. I got a message that my account has been suspended. I logged into my account to check my CC on file and account balance everything looks normal. I was not able to submit a ticket, just keep getting error 404. This is insane! How can there not be a way to contact support!?? I am good ng to behave to go get a new phone provider now. This is unacceptable. 

[DinoMom]

Text messages will not come through, internet does not work, it's like my phone is useless unless I am at home on my home network. My husbands is the exact same way. ETA for being fixed?  

[VallieVall]

Hello,

i have also noticed my data has been disrupted the last few days. Everytime i reboot my phone it seems to come back,but only temporary. I thought something else was wrong. I live in Winchester Ont, and i have an iphone 13 promax. 

[Bishops258]

I think Public Mobile is dropping the ball big time. Not very good service and support. I’ve recommended a few people and a couple of us had Telus before and it worked fine where we are. Ever since we switched problems after problems. Phones are constantly going into SOS mode..it’s terrible. Overall grade F!!     Really not happy with this substandard service.

[Gazzer]

I've restarted my phone and tried the airplane mode but still no data. My work has two factor authentication and this is affecting my job because I'm not receiving codes. I expect a reduction on my bill this month. 

[Chris1220]

Starting a couple of days ago, whenever my Moto 5g disconnects from Wifi, I get only 3g (i.e., no data). 

One suggestion is checking APNs, etc., but that doesn't help. Only resetting the phone gets me 5G.

[TAB107]

Can you please give us an estimated time that this issue will be fixed. Toronto, ON
None of the recommended fixes work for me. 

Thank You

[kyle120212]

All services are struggling the past few days, not just data, data is not working at all. This is effecting my work life at this point.

Public mobile should be waving our service charges for each day until this is fixed 

[HeidiY]

Located in Eastern Newfoundland. All three public mobile devices have been dropping data signal since May22-23

[vninja]

Not just data problem. Phone calls affected for me today too. Call goes through and able to start conversation but then dies despite staying connected.

[PaulC2]

Can confirm, I have had data issues since May 23, I live in Pickering. It drops while I am still in my house and I haven't gone anywhere. Airplane mode doesn't work for me, but restarting does. Even then, I keep connection for about 5 minutes.

[fraserdr]

Updates? Will not use data at all. The only time i can receive messages or connect to the internet is when I am connected to a Wi-Fi network. And this is occurring with all three phones in the family

[glazanik]

Thank you.. Looking into it now.

[RangerRob902]

I have also been having issues for the last week & a half.

When I connect to Wi-Fi or go out of service, when I regain service or leave the Wi-Fi.My phone does not automatically connect to the  the mobile  data network, but the cellular eteork is working.. It's can be restored by cycling on and off Airplane mode or Mobile data.I am using a Samsung S20-FE.

This is very frustrating and impacts my day to day life..  are customers going to see compensation for this?

[slusagm]

There is an active service issue on PM side

https://productioncommunity.publicmobile.ca/t5/Get-Support/Megathread-Public-Mobile-Data-Issues/td-p...

But it might help to Reboot the phone and Reset network settings.

If still cannot connect, try changing network mode to 4G or LTE and reboot phone once more

[glazanik]

Hi,  My data isn't working. The app shows that I've only used 1.37 GB of 4 GB, but I haven't been able to get online outside of wifi for a few days. I've checked the cellular data button in my settings, and that's on as well. 

[CookesForChrist]

I have had no data for several days. What am I paying for?

[slusagm]

There is an active service issue on PM side

https://productioncommunity.publicmobile.ca/t5/Get-Support/Megathread-Public-Mobile-Data-Issues/td-p...

But it might help to Reboot the phone and Reset network settings.

If still cannot connect, try changing network mode to 4G or LTE and reboot phone once more

[Marian_ter06]

Internet connection doesn’t work