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Could not activate mobile network

FIXED
maythyme
Newbie
Posts: 3
Thanks: 2
Fixes: 1
Registered: 13-05-2015

Could not activate mobile network

I'm seem to be experiencing the same problems as others here. I've just signed up to PlusNet Mobile and although voice calls are working (but possibly not 4G) I get the message 'Could not activate mobile data network'.

However, I wish to make a broader point. I have been a PlusNet broadband/phone customer for many years and in the early days customer service/support was excellent – UK-based, fast response by really knowledgeable, friendly, helpful people. This standard of service seems to have gradually deteriorated over the years (particularly since the BT takeover).

 

 

Initially, I raised my problem through a live chat and was referred to a n on-line guide to change my APN settings. I found that on my iPhone SE there was no way to do this. The menu options referred to were not there.

I then tried phoning. I got the message that there was a 'higher volume of calls than normal'. You always seem to get this message now so surely 'abnormal is the new 'normal' and consequently more staff are needed to address the problem. I eventually got through and after some discussion I was advised by the person I spoke to that he had no idea how to resolve the problem and the best option was to contact Apple! However this is  learly a SIM card or network problem and nothing to with Apple.

I then tried e-mailing PlusNet. I was asked to provide security info but have had no further contact since yesterday.

 

What is, or maybe isn't, surprising is that, from the posts on this forum detailing the variety of responses received from PlusNet support staff (and indeed my own experience), PlusNet staff do not seem to singing from the same hymn sheet. It is quite clear that there is a major problem with data connections so why aren't all staff briefed to provide a unified response and acknowledge that there is a problem which is (hopefully) being addressed?

5 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 544
Thanks: 102
Fixes: 23
Registered: 25-11-2016

Re: Could not activate mobile network

Hi maythyme,

Thanks for getting in touch with us, I'm sorry you've been experiencing issues with your mobile data. Our Network Team are aware of this and are working on implementing a fix for existing customers; a fix was put in place last night for new customers. We appreciate your patience during this time and we should have an update on this later today.

If your account/SIM card is already active then you're an existing customer. Any new customers are customers that accounts/SIM cards are due to activate from midnight last night onwards.

- Rebeka 

 Rebeka Preston
 Plusnet Help Team
maythyme
Newbie
Posts: 3
Thanks: 2
Fixes: 1
Registered: 13-05-2015

Re: Could not activate mobile network

Fix

Thanks for the update. Still not working though …

maythyme
Newbie
Posts: 3
Thanks: 2
Fixes: 1
Registered: 13-05-2015

Re: Could not activate mobile network

Can now access data! Also 'Plusnet 4G' at the top of the screen.

newcomerhere
Dabbler
Posts: 13
Registered: 29-01-2017

Re: Could not activate mobile network

How many others out there are being fobbed off by the PlusNet call centre, I wonder over this data issue ??

Was literally told on Sunday that there was nothing more they could do for me. Had been given all possible fixes and trouble shooting tips.

Not good enough. Customer services very patchy and defensive
FenderBender
Newbie
Posts: 1
Registered: 21-04-2017

Re: Could not activate mobile network

I had this problem too. I had migrated from Virgin Mobile to Plus.net, but I could not access any data.

 

The solution for me was to delete the Virgin profile. Settings->General->Profile (which is under VPN).