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Good Citizen / Bon Citoyen

Can't Access Data

I recently opened a new Public Mobile Line and signed up for the $35 plan with 1.5GB. The data worked the first 2 days and after that stopped working. I get a message on the browser from Public Mobile, stating "You are unable to access the Web because of one of the following reasons;

Number 1- You have exhausted the data in your base plan

Number 2- Your base plan has expired

Number 3- You are roaming on a partner network in the USA

Number 4- Your phone has been reported lost or stolen

Number 5- Your account has been suspended due to fraudulent activity.

 

None of those reasons apply to my account. I have sent an e-mail to Moderator Team but no response yet. I really need the data.

Model Citizen / Citoyen Modèle

Re: Can't Access Data

if ur adamant, that u never used up the data, and ur accounts good. Didn't change configurations, then all u can do is wait for the mods or u can buy a addon, addons dont expire, so thats a plus if ur interested in going that route.

TMS
Model Citizen / Citoyen Modèle

Re: Can't Access Data

In your account what does the data usage state you used? 

 

? / 1500MB

Good Citizen / Bon Citoyen

Re: Can't Access Data

Have you tried re-registering your sim on the network (via network settings)?

Model Citizen / Citoyen Modèle

Re: Can't Access Data

In addition to checking the usage-to-date under the My Data & Add-Ons section of your account (to confirm data hasn't been exhausted), have a look at your recent usage under Plan and Add-Ons --> Usage History, and see if the Data Usage numbers add up ... (just in case data was indeed consumed, even unintentionally).

Good Citizen / Bon Citoyen

Re: Can't Access Data

It doesn't show me anything about Data on the overview page.

Re: Can't Access Data

@masoud100, if you don't see the data usage on the Overview page, then you have used all the data.  This is a (bad) feature of the system, that when you consume the full amount of it, the addon is removed from this screen.

Mayor / Maire

Re: Can't Access Data


@masoud100 wrote:

It doesn't show me anything about Data on the overview page.


@masoud100 as @stonechucker has noted, this means you have exhausted your plan data for your current cycle.  It's not terribly difficult to run through a gig and a half in a couple of days if you're not careful.

 

Your phone can usually tell you what apps have been using the most data recently.  If you're using Android, have a look here:  https://productioncommunity.publicmobile.ca/t5/Plans-Add-Ons/Data-add-on-not-working/m-p/173522/high... If you're using iPhone, look here https://productioncommunity.publicmobile.ca/t5/Plans-Add-Ons/Data-add-on-not-working/m-p/173894/high... but unless you manually reset the usage counters on iPhone periodically, this may not be terribly helpful.

 

 


>>> ALERT: I am not a moderator. For account or activation assistance, please click here.
Mayor / Maire

Re: Can't Access Data

@masoud100 further thoughs.  Some things that can use up data quickly that you may or may not realize are going on:

 

1) Android/iOS update downloads (you can usually configure these to only happen over Wi-Fi and/or when you approve them to happen)

 

2) Speed tests -- many people don't realize these can use up a LOT of data very quickly, on each test run.  Maybe you signed up on a "3G" speed data plan and were curous and ran a few speed tests?  The first few days on a new "3G" plan you're actually on the full speed plan as the throttling is added manually approx 72 hours later, and on full unthrottled LTE a single test can use a half gig each easily.

 

3) App updates, if you haven't changed the App Store/Play Store to not do these automatically and/or not do them over mobile data

 

4) Tethering to a PC or Mac and browsing most web pages uses a TON of data and you may not realize it

 

5) of course the more obvious things like streaming audio or video, especially at full HD or 4K res video


>>> ALERT: I am not a moderator. For account or activation assistance, please click here.
Good Citizen / Bon Citoyen

Re: Can't Access Data

Yep I agree with those speed tests data use as well.  I was curious to see how fast Public Mobile LTE was?

 

Results:

Download: 90.37 Mbps

Upload:  12.11 Mbps