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Town Hero / Héro de la Ville

Re: No data. Apple support says cell provider problem. Cannot get help.


@srlawren wrote:

@krazykiwi wrote:

@will13am wrote:

@Kathieknox, I am totally confused by your post.  This is the Public Mobile brand.  What does this have to do with Telus?  As far as account management goes, this is primarily an online DIY service.  If you need to make account changes, you do it yourself.  The moderator team is engaged if something goes wrong with the account. 


This is the thrid time In the last couple days that people have said that Telus were able to help.


@krazykiwi I guess I somehow missed those other posts.  This is incredible to me.  How on Earth are people calling Telus and getting support?  I could see if it you went through the moderators and they logged a ticket with Telus support on your behalf--I actually had that happen once.  I complained that the automated alert SMS messages from TransLink (Vancouver-area transit company) were being delayed by a large amount of time and were esentially usesless once received due to being outdated.  I got a call a couple of days later from a Telus tech that explained the filtering they had in place to prevent mass messages from flooding the system, and that he had adjusted the threshhold for TransLink's gateway.  That was pretty cool. But I've never known anyone to just call up Telus and get support.  Interesting.


That's good you were able to get the Vancouver Transit alert sorted.

I surprised that the Telus support staff actually help...guess they feel some kind of resposibility....maybe!

Great Citizen / Super Citoyen

Re: No data. Apple support says cell provider problem. Cannot get help.

Yes thanks so much for your help

I wasn’t able to access that site but I did use unlockit.co.nz and reset the APN (not sure why things changed as I have not changed anything and not travelled outside of the city). I also did a network reset and power on/off of phone and removed and reinserted the SIM. All seem to have been only temporary fixes and the issue has resurfaced 3x. 

 

Great Citizen / Super Citoyen

Re: No data. Apple support says cell provider problem. Cannot get help.

PS do you think I should try the website you mentioned and try to reset the APN rather than the unlockit.co.nz?

i just managed to get onto it using the link you provided (the pm moderator’s link did not work). 

It looks a bit more confusing to me in terms of what to click on ...3 g 4G, LTE ...etc. 

 

Highlighted
Great Citizen / Super Citoyen

Re: No data. Apple support says cell provider problem. Cannot get help.

Hi again. I tried to see if I could navigate that site you sent me...

under APN settings I noticed that I hand an “i” in front of the first set of letters. 

Then the instructions say to go to MMS to change. I am not sure where that is ...sorry rather challenged technologically 

Great Citizen / Super Citoyen

Re: No data. Apple support says cell provider problem. Cannot get help.

Your data won't work unless you enter the Public Mobile APN info. Most people coming from post paid carriers don't realize that buying a phone from carrier the APN setting are already done. When you bring your phone to a carrier who doesn't sell phones you won't have their APN settings because it's not a phone sold by them.  I bought an unlocked galaxy and had to manually enter the APN settings.  

Great Citizen / Super Citoyen

Re: No data. Apple support says cell provider problem. Cannot get help.

Thanks for reaching out. 

My phone has been working well since March so I’m not sure why all of a sudden it stopped working. Public mobile said it was a problem “on their back end” and were trying to fix it.  That was a week ago. 

Seems to be working today but I’m not feeling confident after 3 fails this week. Thanks again 

Great Citizen / Super Citoyen

Re: No data. Apple support says cell provider problem. Cannot get help.

Did not move over from another carrier. 

Great Citizen / Super Citoyen

now People aren’t receiving my texts! Is this public mobile or iPhone problem. I need to know

Please help!

Moderators have not been helpful. One week to answer and then...They just tell me to do a few things and fail to realize that I have already tried all of those fixes.

And now a couple of people are not getting my texts. Apple support had had me turn on data and wifi and turn off iMessage as seems to be with two people that have iMessage. We have checked all of their settings and all of mine. Apple thought was fixed today as finally was able to send texts and not be stuck with a message that says can’t send iMessage after long time on phone with them. But now one friend did not get two of my texts today. This is getting too upsetting. Is this a problem with public mobile or my phone?? If public mobile the. I am switching carriers. But if I switch carriers and it still happens that people don’t get my texts then that will be dreadful. 

Moderator

Re: now People aren’t receiving my texts! Is this public mobile or iPhone problem. I need to know

Hey @Kathieknox

 

thank you for taking the time to write back to us! 

 

Mary here, we had spoken a few weeks ago regarding a data problem that you have been experiencing. I can firstly re-assure you that your data is completely functional on our end. The reason why we ask you to try out these steps is for troubleshooting - this is required to find the root of the issue, and without the answers, there won't be a way for us to figure out the problem. Now, regarding your data (as iMessage functional is dependent on data), have you tried what we suggested? If so, please view my private message as I'll need more details.

 

I'm going to do my best to help you.

 

Regards,

 

Mary

** Please do not post private info such as: phone number, account number, pin etc.. This is a public forum. **