Mobile Data Stopped Working Suddenly
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- Re: Mobile Data Stopped Working Suddenly
Mobile Data Stopped Working Suddenly
22-05-2020 11:08 AM - edited 22-05-2020 11:09 AM
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Been with Plusnet since last October with no problems until three days ago when my mobile data just stopped working.
Have tried all of the usual troubleshooting - reset settings, manually input APN details etc etc, but no change. I can make and receive calls without issue.
My wife is also on Plusnet and has no issues with data, so it isn't a local area issue. She has an iPhone and I have a Sony Xperia. We've swapped sims, and hers works perfectly in my phone so the issue can't be with my handset or phone settings otherwise her sim wouldn't work in my phone. My sim in her phone still has no data.
Have submitted the "3 examples" to plusnet and they're investigating, but said it can take 5 working days to hear back which is frustrating.
Anyone else had a similar problem or have any suggestions to resolve this quicker?
Re: Mobile Data Stopped Working Suddenly
22-05-2020 12:37 PM
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Hi andi_t,
Thank you for your message, and I am sorry to note the inconvenience.
As a staff member, I confirm that the described process you are undergoing is standard protocol for determining and fixing a suspected fault cause.
I appreciate your patience and co-operation while we diagnose and fix the issue, and if I can be of any further assistance I would be delighted to assist, I would just require the account details in a private message.
Best WIshes
- Ken
Re: Mobile Data Stopped Working Suddenly
22-05-2020 2:18 PM - edited 22-05-2020 2:22 PM
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@andi_t interesting as I've been in a similar boat.
3 days ago I ran out of data. Attempted to add a bolt on, it was shown as added to my account in the app but it never activated and when I rang plusnet they didn't.have a clue why it hadn't activated and sent it to the tech team but they haven't been in contact with me but plusnet have credited the cost of the bolt on that I never received.
Today my monthly package should have renewed. However my mobile data still isnt working. I have reset network settings and manually entered my apn bit nothing is working 😡🤦🏻♂️
Re: Mobile Data Stopped Working Suddenly
22-05-2020 2:37 PM
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Re: Mobile Data Stopped Working Suddenly
22-05-2020 4:49 PM
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Thanks for the response Ken. It's still hugely frustrating that it will take 5 days to resolve when it's clearly a sim or account issue, as my handset works fine with another plusnet sim in it.
Re: Mobile Data Stopped Working Suddenly
22-05-2020 4:56 PM
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Hi andi_t,
Thank you for coming back to me.
I see your frustration and I am sorry to note it.
Let the fault investigation play out and if you need me to chase anything up for you, let me know.
Wishing you a great weekend, and hoping this issue is fixed for you ASAP.
Best Wishes
- Ken
Re: Mobile Data Stopped Working Suddenly
25-05-2020 6:52 PM
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I was asked to give another 3 examples but have basically said pick any time over the last 7 days as I haven't had a data connection since then!
Am now being sent a new SIM - whether that solves the issue we'll have to see. It has to be a sim or account issue when another plusnet sim works in my phone with no issues and mine works in no-one's. I don't need 3 examples to know that. But I wonder how long it would have taken someone to call me if I hadn't called back today?
Re: Mobile Data Stopped Working Suddenly
25-05-2020 7:00 PM - edited 25-05-2020 7:01 PM
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Fingers crossed you get it sorted with a new SIM...
My account is showing as 'Pending' on their system.... What ever that means.... Surely they can sort this out with the press of a button.... Obviously not.
Re: Mobile Data Stopped Working Suddenly
25-05-2020 7:01 PM - edited 25-05-2020 7:03 PM
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Thanks for getting back to us @andi_t
I'm sorry for the issues with your mobile service. It looks like Ken's out of the office for about a week now. Could you PM me the following information so I can take a look into this for you?
- Your mobile number
- Your full name
- Are you the account holder?
- Your full address
[edit]
@ChrisSmith87 I got your PM and I'll message you back shortly. Let me chase this up with our mobile operations team when they're online after the bank holiday.
Re: Mobile Data Stopped Working Suddenly
27-05-2020 4:49 PM
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My new SIM arrived today. Before I'd even opened the envelope my data came back on!
Very odd!! 8 days with nothing and then for no apparent reason it's fixed.
Re: Mobile Data Stopped Working Suddenly
27-05-2020 4:51 PM
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Thanks for getting back to us @andi_t
Glad to see this is sorted for you now and apologies for the time you've spent without your data.
I've just messaged you privately with an offer for a goodwill gesture.
Re: Mobile Data Stopped Working Suddenly
27-05-2020 4:59 PM
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Re: Mobile Data Stopped Working Suddenly
27-05-2020 5:08 PM
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Thanks for the post back @ChrisSmith87
Glad to see you're back up and running too, sorry for the issues.
I don't know exactly what the problem was but as far as I'm aware it wasn't to do with EE's network.
It's good to see your mobile data's back now either way. I'll message you back shortly about the goodwill gesture.
Re: Mobile Data Stopped Working Suddenly
24-06-2020 11:57 AM
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Hi
I joined PlusNet in Oct 19 and never had any data - tried all sorts to get working and still nothing - can anyone help?
Re: Mobile Data Stopped Working Suddenly
24-06-2020 5:14 PM
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Thanks for getting in touch @andrea80uk I'm sorry to see your data hasn't been working.
Can you drop me a PM with the following detail so I can look into this?
+Your mobile number
+Your full name
+Your full address
+Are you the account holder?
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