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Data not working.

isabellelabelle
Great Citizen / Super Citoyen

Hello everyone hope you are all doing well.

 

This my first day and it's not starting well. I have 8gb with my plan and i try to use some data

It's telling me that i'm off line. Not sure what to do to make it work.

I'm this close to go back with virgin.

113 REPLIES 113

isabellelabelle
Great Citizen / Super Citoyen

 


@krazykiwi wrote:

@isabellelabelle wrote:

@Dankaroo

thanks yes im still patient cause i want my 8g..lol 

thanks for the tip i just sent then the link of this topic. hope they dont waste my time.

thanks so much for your messages


I recommend you letting your cursor hover over the icon next to the name of the people you are receiving comments from. Look at the data that is displayed and use that to determine who you should be listening to.


@krazykiwi

thanks for that tip im very new here.


@isabellelabelle wrote:

Hi guys i just want to thanks everyone for your help and time.. Please lets not argue about this anymore. At this time im waiting for a moderator to help me out on this. I already sent them a few messages with the link of this topic.

I will let you know what they say and if it works. 

Hopefully @CS_Agent

wont ask me to turn off and turn my phone on..seriously??

 


I will ask 1 last question, are you able to send MMS?

isabellelabelle
Great Citizen / Super Citoyen

Hi guys i just want to thanks everyone for your help and time.. Please lets not argue about this anymore. At this time im waiting for a moderator to help me out on this. I already sent them a few messages with the link of this topic.

I will let you know what they say and if it works. 

Hopefully @CS_Agent

wont ask me to turn off and turn my phone on..seriously??

 


@isabellelabelle wrote:

@Dankaroo

thanks yes im still patient cause i want my 8g..lol 

thanks for the tip i just sent then the link of this topic. hope they dont waste my time.

thanks so much for your messages


I recommend you letting your cursor hover over the icon next to the name of the people you are receiving comments from. Look at the data that is displayed and use that to determine who you should be listening to.

@Dankaroo

Your latest comments prove that you do not understand how PM works. There are us and then there are the MODs, no separate representatives and specialist as you suggest. Just us and them! That is it! 

So the person she had contact with is the "specialist" albeit the next time she responds she may get a different MOD but she may not.

isabellelabelle
Great Citizen / Super Citoyen

@Dankaroo

thanks yes im still patient cause i want my 8g..lol 

thanks for the tip i just sent then the link of this topic. hope they dont waste my time.

thanks so much for your messages

Anonymous
Not applicable

 @Dankaroo

Sooooo....are you going to actually try to help the customer or are you just going to blather on about support methods and hierarchies and escalations and all those other clever buzz words?

 

I and others are trying to actually help the customer. Please do of course pitch in with useful help for the customer.

Dankaroo
Model Citizen / Citoyen Modèle

@isabellelabelle wrote:

you are so rite..let me share the messages with them.

thank you so much


I am glad you still have the patience to address this matter. 

 

Just some extra tips from a former support representative:

- the first support agent you will talk to will naturally go over the basics, something I'm sure you have done several times

- the issue might actually get sorted out by the first agent, however it is likely they will need to escalate to a specialist, and you yourself can ask to have this happen

- if questioned on why you wish to escalate please refer the representative to this thread, the specialist will then look into the information provided and follow up with you for a more timely resolution

 

Hope this helps and you are up and running data once again very soon.

Anonymous
Not applicable

 @isabellelabelle

I did give some direction in a prior post. I have an older version of Android so it may not match.

Around about where you found the APN screenshots, there might be something about preferred network type. Or just digging around finding something about 2G, 3G, 4G, LTE stuff like that.

isabellelabelle
Great Citizen / Super Citoyen

you guys been sooooooooo helpfull..no doubt about it..i did not expect anything like this..

 

MUCH LOVE TO ALL OF YOU

isabellelabelle
Great Citizen / Super Citoyen

you are so rite..let me share the messages with them.

thank you so much

Dankaroo
Model Citizen / Citoyen Modèle

@krazykiwi

 

It is never my intention to deliberate on anyone's purpose here I am simply suggesting the OP begin seeking professional assistance asap if they have not already. Let us refrain from derailing the topic with assumptions, all of us are here to help better direct a fellow user.

 

For everyone else here trying to come up with a solution please continue to do so, as you can see OP is actively seeking a solution on this thread which shows the importance to them in getting this issue sorted out by any means.

 

isabellelabelle
Great Citizen / Super Citoyen

yah for sure..at this point im ready to try anything. 

one more thing..you forgot to add how to??Smiley Wink

remember..im not a high tech kinda gal

Murco
Model Citizen / Citoyen Modèle

They have to start somewhere.  Any many times its just that easy. And remember

many people using this service are not tech savy. I would recomend including the steps you have already tried to the mods.  They can better assist in the solution and speed up the process.   Just a freindly suggestion.

Anonymous
Not applicable

 @isabellelabelle

So how about the idea of seeing if switching to a 3G type network might work. There's a small possibility that either your phone or the towers you're connecting to don't have the right frequencies. So maybe changing to the 3G might get your data working.

Just another thing to try.

 

Edit: great job with the screenshots by the way.

isabellelabelle
Great Citizen / Super Citoyen

hi there,

thanks for your message. I have to say this. I had a lot more help with this topic then with the moderator. They (again) told me to turn off and on my phone to see if its gonna work. I did this when i notice the problem. even took my SIM card out. Made some changes in the APN. and still nothing.

isabellelabelle
Great Citizen / Super Citoyen

yeah totally agree with you. But when I have a @ telling me to just turn off and on my phone..to see if its gonna work..i mean with respect, come up with something more technical pls.

isabellelabelle
Great Citizen / Super Citoyen

yes everything is working to be honest with you. im surprise how well the line is..crystal clear. i expected something like fido back in the day..cutting off every second. yeah service is good no cutting off at all. txt is working just data is not.

isabellelabelle
Great Citizen / Super Citoyen

yeah you rite my friend 6 pages just for a data not working..its insane.

and yes im still this close to switch back to virgin. I also sent a private message to the                " moderators" I was told to only turn off and turn on my phone.

lmfao..kidding?? thats the first thing I did..again if this is not solve by tmr..isabellelabelle is #exit

im out of here..virgin im back..

isabellelabelle
Great Citizen / Super Citoyen

Screenshot_2019-02-10-15-02-15.png

 

Screenshot_2019-02-10-15-02-25.png

 

Screenshot_2019-02-10-15-02-32.png

 

 


@Dankaroo wrote:

@Anonymous@krazykiwi

 

I do not mean to impede on anyones opportunity to gain better contribution effort here but as the customer comes first I have to say. Do you really want to annoy someone almost ready to switch back providers by having to check the same things X amount of times only to have to do it once more with a moderator?

 

In the support business this is called an escalation. It is where the issue at hand needs a more professional management in order to not waste anymore of the customers time on any issue while trying to utilize the service or product they paid for (ie. Working Data). In the OP's interest I recommend they move onto the next step.


If you think we do this "to gain better contribution effort" then you misunderstand what the community is about. The point of the community is to get help from knowledgeable customers and if the OP no longer wishes to communicate with us then they simply don't, that is the difference between this community and the support business you refer. 

Using your analogy we should always ask the OP if they would prefer to communicate with a MOD prior to offering assistance! They have that capability, they can contact the MODs directly without ever posting in the community and we would never know about it and thus we would not be wasting their time. This is clearly laid out in the self help section.

 

Dankaroo
Model Citizen / Citoyen Modèle

@Anonymous@krazykiwi

 

I do not mean to impede on anyones opportunity to gain better contribution effort here but as the customer comes first I have to say. Do you really want to annoy someone almost ready to switch back providers by having to check the same things X amount of times only to have to do it once more with a moderator?

 

In the support business this is called an escalation. It is where the issue at hand needs a more professional management in order to not waste anymore of the customers time on any issue while trying to utilize the service or product they paid for (ie. Working Data). In the OP's interest I recommend they move onto the next step.


@sheytoon wrote:

I think she already said calls are working. Only data is not.


Ergo, at least the 3G network works for her phone.


>>> ALERT: I am not a CSA. Je ne suis pas un Agent du soutien à la clientèle.

I think she already said calls are working. Only data is not.

Anonymous
Not applicable

@sheytoon wrote:

@Anonymous wrote:

There's another technical possibility. It might actually be that the data frequencies aren't available in your area. But you would need to switch your network frequency settings to 3G or something like that.

It would be around the same area as the APN settings.

It might be called Preferred network type.


This is incorrect @Anonymous. All frequencies and technologies support data.


I was going more for the possibility that the phone itself didn't have the correct frequencies for the cell frequencies available in the area and to suggest trying 3G rather than auto or 4G LTE.

Thanks


@Anonymous wrote:

There's another technical possibility. It might actually be that the data frequencies aren't available in your area. But you would need to switch your network frequency settings to 3G or something like that.

It would be around the same area as the APN settings.

It might be called Preferred network type.


This is incorrect @Anonymous. All frequencies and technologies support data.

@Dankaroo 

I do not see 6 pages as overkill when it comes to helping someone fix their issue. It is most likey a APN issue which the MODs will have to walk them through manually just as we were attempting to do.

Anonymous
Not applicable

 @Dankaroo

Thanks. I see it as bending over backwards to try to help a technical neophyte in getting all of their phone services going. Someone's going to have to hand hold the customer. There's no reason why we couldn't do our level best to do that. Sure...easy...dump it off to the mods and give up. Sure...yeah...we're virtually unpaid.

Our choice.

Dankaroo
Model Citizen / Citoyen Modèle

@Anonymous wrote:

@isabellelabelle wrote:

no i dont have another phone at this time


There's another technical possibility. It might actually be that the data frequencies aren't available in your area. But you would need to switch your network frequency settings to 3G or something like that.

It would be around the same area as the APN settings.

It might be called Preferred network type.


Honestly 6 pages is overkill for an issue like this. They should have contacted Moderator support by now as they were already ticked off enough to switch back to virgin when creating this thread. Let the moderator determine how this may be addressed. Once again that is @CS_Agent

Anonymous
Not applicable

@isabellelabelle wrote:

no i dont have another phone at this time


There's another technical possibility. It might actually be that the data frequencies aren't available in your area. But you would need to switch your network frequency settings to 3G or something like that.

It would be around the same area as the APN settings.

It might be called Preferred network type.

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