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New customer and getting PDP authentication failure

FIXED
Mobileprob
Dabbler
Posts: 13
Thanks: 3
Fixes: 1
Registered: 04-07-2018

New customer and getting PDP authentication failure

Hi, I am a new customer and received my Plusnet sim last Thursday 28/06/2018.

the port of my old number was done on Friday 29/06.

since the port I have been unable to access data, PDP error being displayed, on my iPhone 6s Plus, I have called the 500 number several times to find a solution.

Alll suggested fixes have been tried.

Data access is fine when I tried a vodaphone SIM card in the handset.

A new SIM card was sent out to me as a potential fix.

This card also has the PDP issue. Again I contacted the 500 number, still no solution has been suggested.

i am going away on holiday in the next couple of days and need to be able to access the internet.

I see from searching this forum that the PDP error seems to occur regularly. 

 

Any my suggestions for a fix.

many thanks

6 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 142
Thanks: 23
Fixes: 7
Registered: 27-09-2017

Re: New customer and getting PDP authentication failure

Hi @Mobileprob thanks for getting in touch with us!

 

I'm really sorry to hear about this issue accessing your data.

'PDP Authentication Failure' is an error message only shown by certain models of iPhone.

This is because they don't allow the data settings to be manually changed unlike most other handsets.

Usually a simple network reset fixes this completely, but in rare cases this isn't enough.

 

It sounds like we have already gone through most of our usual troubleshooting steps to fix this for you.

We do have one more step to complete, but this could take up to 5 working days to be investigated and I understand you are looking to have this fixed asap!

 

I definitely recommend that you contact Apple for advice, as they may be able to amend the settings for you somehow and could implement a fix far quicker.

The settings you'll need can be found here: https://www.plus.net/help/mobile/mobile-phone-and-voicemail-settings/ under the 'APN settings' option!

 

Please send me a private message with the mobile number, I'll then be able to complete some security and explain the next steps for you!

 

Thank you

-Oli

 Oli Gaffney
 Plusnet Help Team
throughball
Hooked
Posts: 6
Thanks: 1
Registered: 04-07-2018

Re: New customer and getting PDP authentication failure

Hi Oli

 

New customer here. Using iPhone and have tried restore network settings to no avail. Can you help please?

 

Thanks

 

Chris

Plusnet Help Team
Plusnet Help Team
Posts: 881
Thanks: 164
Fixes: 30
Registered: 25-11-2016

Re: New customer and getting PDP authentication failure

Hi throughball,

I have replied to your post over in the following thread: https://community.plus.net/t5/Mobile/PDP-Authentication-Failure-mobile-data/td-p/1549292.

Could you please try the troubleshooting suggested there.

- Rebeka 

 Rebeka Preston
 Plusnet Help Team
Mobileprob
Dabbler
Posts: 13
Thanks: 3
Fixes: 1
Registered: 04-07-2018

Re: New customer and getting PDP authentication failure

Fix

Hi All, 

Just to confirm that the issue is now fixed. I didn't do anything. Plusnet appear to have fixed something at their end and at least 1 other also reporting that it is now working.

Looks to be the same issue in these threads for anyone following it:

Re: PDP Authentication Failure mobile data

https://community.plus.net/t5/Mobile/No-Data-Connection/m-p/1551893#M9741

Re: No Data Connection.

https://community.plus.net/t5/Mobile/PDP-Authentication-Failure-mobile-data/m-p/1551889#M9738

Jonathan

 

athlone123
Hooked
Posts: 7
Registered: 09-07-2018

Re: New customer and getting PDP authentication failure

Still not working on mine - anyone else?

Plusnet Help Team
Plusnet Help Team
Posts: 881
Thanks: 164
Fixes: 30
Registered: 25-11-2016

Re: New customer and getting PDP authentication failure

Hi athlone123,

I have picked up your Private Message and will respond shortly. 

- Rebeka 

 Rebeka Preston
 Plusnet Help Team