internet not working, but calls and texts are

[SarahKu]

Hey,

I have been with PM for three years, with the same SIM card and plan, and mostly things have been working for me. However, three months ago, when I crossed the border and came back to BC, my internet stopped working even though calls and texts still work. My plan shows that I have plenty of data (extra add-ons in addition to the monthly 3G). My internet only works with wifi right now, which is really frustrating when I am en route, and can't check bus times or directions.

I have a dual SIM phone, and I have shut the phone off and on again, switched the SIM cards, but no results. The Canadian SIM is selected as standard for calls, and "use of mobile data" is turned on.

One thing I just noticed now is that when I go to "sim cards and mobile networks" and then on "further settings," the section for "IP address" and "DNS server address" is greyed out and I cannot click on it.

Can anybody tell me what might be wrong? Why can't I use my mobile data?

Thanks, Sarah

[eddieO]

@SarahKu happy to hear it's working. You mentioned in your first post that data issues began when you returned from the US, try to keep a screenshot of your working settings just in case any future trips cause the same problem, although they really shouldn't. 

[SarahKu]

Hey eddieO,

after turning the phone off and on a few times, the data is now working. There was definitely a problem with the APN content, but whatever it exactly was in the end, who knows!

Thanks for your help!

[SarahKu]

Hey, I did restart my phone, but data still won't work.

I sent a ticket to IT and hope to hear back.

Thanks for your help so far!

[eddieO]

try restarting the phone now that you have the settings added in. 

If you are still stuck I would reach out to a support agent. You will need to open a ticket through the Chatbot:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html
(and then type: Customer Support Agent)

Or, if you are having trouble with the Chatbot try sending a private message to: 

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)

[SarahKu]

Actually, more categories popped up:

Name - APN - proxy - port - user name - password - server - MMSC - MMS proxy - mms port - mcc - mnc - type of authentification - APN type - APN protocoll - APN roaming protocoll - carrier - mvno type

I filled out the categories you sent me, but the data is still not working 😞

[SarahKu]

Hey eddieO,

none of the info of the APN was defined, so no wonder nothing works.

Thanks for sending the APN info. However, I do have a question since my phone is German and some of the names are not exactly the same. In order, these are the categories my phone is listing:

Name

APN

Proxy

Port

User Name

Password

Server

Basically, that means that I am not sure where to put in the http address (MMSC).

Thanks.

[will13am]

---

@SarahKu wrote:

Hey will13am,

I reset the network, and the options for APNs are Koodo, PC Mobile and TELUS. Can I choose one of these, or do I need to add another APN? I remember now that this was the issue last time, but I don't remember the info I put in for proxy, port, password, server, etc.

Thanks.

---

The name of the APN is less important than the content.  See the link below for APN settings.  If none of the 3 APNs you noted have data that is identical to the link, then add your own APN.  

https://www.publicmobile.ca/en/on/get-help/articles/set-up-data-on-an-android-phone

[eddieO · Accepted solution]

@SarahKu 

1. Verify the following field match:

• Name: Public Mobile
• APN: sp.mb.com
• MMSC proxy: mmscproxy.mobility.ca
• MMSC: http://aliasredirect.net/proxy/mb/mmsc
• MMS port: 8799
• MCC: 302
• MNC: 220

https://www.publicmobile.ca/en/on/get-help/articles/set-up-data-on-an-android-phone

[SarahKu]

Hey will13am,

I reset the network, and the options for APNs are Koodo, PC Mobile and TELUS. Can I choose one of these, or do I need to add another APN? I remember now that this was the issue last time, but I don't remember the info I put in for proxy, port, password, server, etc.

Thanks.

[will13am]

---

@SarahKu wrote:

I am using Redmi 9 (Miui).

---

@SarahKu , try performing a network reset.  The settings you describe are foreign to me as I have not use MiUI before.  I would imagine that a network reset would clear up any issues affecting your mobile data.  

[SarahKu]

I am using Redmi 9 (Miui).

[will13am]

---

@SarahKu wrote:

Hey,

I have been with PM for three years, with the same SIM card and plan, and mostly things have been working for me. However, three months ago, when I crossed the border and came back to BC, my internet stopped working even though calls and texts still work. My plan shows that I have plenty of data (extra add-ons in addition to the monthly 3G). My internet only works with wifi right now, which is really frustrating when I am en route, and can't check bus times or directions.

I have a dual SIM phone, and I have shut the phone off and on again, switched the SIM cards, but no results. The Canadian SIM is selected as standard for calls, and "use of mobile data" is turned on.

One thing I just noticed now is that when I go to "sim cards and mobile networks" and then on "further settings," the section for "IP address" and "DNS server address" is greyed out and I cannot click on it.

Can anybody tell me what might be wrong? Why can't I use my mobile data?

Thanks, Sarah

---

@SarahKu , what phone are you using?  Can you try a network reset.  

[eddieO]

@SarahKu, are you able to try your SIM in another phone to see if it works? If not, try hTideGnow's suggestion or reach out to a support agent. To reach an agent you will need to open a ticket through the Chatbot:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html
(and then type: Customer Support Agent)

Or, if you are having trouble with the Chatbot try sending a private message to: 

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)

[SarahKu]

I did not use a travel sim in the US. I took my phone as it was and only used wifi at places that had it.

[hTideGnow]

hi @SarahKu 

when you were in US, did you use travel sim card there? 

try Reset network settings and see if it helps