@gblackma wrote:
@ShawnC13 thanks, had no idea about the LG G series problems. So I recommend a moderator since @Wils0720 eliminated the obvious suggestions in the OP.
@gblackma the LG G series is one particular problem. However, in general, data issues do NOT require moderator intervention. They most often fall into one of these:
Existing customer, data was working, stopped suddenly
- most often means they have used up all their data. Diagnose by getting them to check if they have any data showing on Overview page. If line is gone, so is their data.
- also possible: accidentally toggled off mobile data in quick settings
New customer, data hasn't worked yet
- possible cause: LG phone (most G-series, even some other models) need network reset, and failing that, factory reset to get data flowing
- possible cause: many ASUS models, many Polaroid models, and some other various Android models need APN set manually
- possible cause: older iPhones need a special procedure to set APN via a site browsed over Wi-Fi
All of these three items can be narrowed down by asking the user their brand and model
I'm probably missing a few others, but the point is, most often, data not working is a user issue, not a PM moderator issue.
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