Mobile data not working :-(
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Re: Mobile data not working :-(
12-01-2017 7:40 AM
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It looks like many/all people should be up and running with data today. It would be good to see the service page updated!
Re: Mobile data not working :-(
12-01-2017 9:00 AM
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Working for me finally! Now getting 4G data speeds.
Re: Mobile data not working :-(
12-01-2017 10:05 AM
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Hi all,
Our network engineers have informed us that the data issue has now been resolved. They have been working closely with the suppliers overnight and have put a fix in place which corrected the configuration issue that caused this loss of data service.
We'll be contacting and refunding all customers that have been affected by this and we sincerely apologise for the loss of data you have experienced during this time.
- Rebeka
Re: Mobile data not working :-(
12-01-2017 10:18 AM
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Re: Mobile data not working :-(
12-01-2017 10:23 AM
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Rebeka
Wrong! Still no data from 22nd December. Contacted your customer service 2 minutes ago and they say a fix has not been done and don't know when it will be. I mentioned your comment this morning and the guy was confused and didn't know what to say. Told someone would call back in 48hrs!! - joke. The issue is not just affecting people within the last week - that is a lie. Can you contact me with some help or accurate information please
Re: Mobile data not working :-(
12-01-2017 12:14 PM
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4G working for me and really hope that it's sorted now, if not soon, for everyone else.
But there's are important lessons for PN to learn about this situation, particularly regarding communication with customers.
Improve your communication with customers directly and through the forum.
I still have received nothing directly to tell me that the problem has been solved. You know who we are have our contact details, a simple text or email would have sufficed.
Update those on/reading the forum timeously, in the status updates and mobile sections. Why did it take until 11/1/17 (sim ordered on 4/1/17) for you to post on the forum about the problem?
Don't give out mixed messages or different solutions to customers (eg replacement sims/turn phone on/off) that don't help and frustrate us even more.
Adequately compensate us for the lack of data service, but also for the impact this has had on us financially with alternative arrangements for data and for our time, effort and frustration experienced resulting from the lack of communication. Nobody would have expected specific details but I'm afraid 'there's a problem and we're working on it' isn't good enough.
There's really no excuse for getting information out there to us, gone are the days of snail mail.
If I can see evidence that PN is committed to the above and will in fact 'do us proud,' I will stay with PN. There's still time for me to cancel though!
Re: Mobile data not working :-(
12-01-2017 12:18 PM
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Hi hippo,
Thanks for getting in touch. Can you send me a private message and I can look into this further for you.
- Rebeka
Re: Mobile data not working :-(
30-01-2017 10:50 PM
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Re: Mobile data not working :-(
03-03-2018 12:49 PM
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Re: Mobile data not working :-(
03-03-2018 1:02 PM
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Hi @jbcowes,
I'm very sorry to hear you're having some issues with your data, it may be that we need to adjust the APN settings on your handset.
If you drop me a private message we can certainly look into this for you.
Re: Mobile data not working :-(
03-03-2018 2:28 PM
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Hi Rebeka,
I have an iPhone 5s and yesterday I put my new SIM and no internet. SOLUTION BELOW
The solution for the iPhone has taken me 4 hours to write and it is in a pdf document I attach it so you can advise support and possibly get this problem fixed for everyone if their problem is exactly the same.
I have obscured my telephone number in the screen shots as per the rules.
Regards David
Re: Mobile data not working :-(
10-03-2018 7:39 PM - edited 10-03-2018 7:40 PM
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Amazed that I have just fixed this issue after several days phoning around looking for help
I've been on BT for a couple of years, and the only issue was lack of roaming data, although it worked at home. Then this week I ported my number to PN and had absolutely no data at all.
The problem was - my iPhone 6 had a Vodafone profile buried in the settings from when it was new so in a way it was kind of "locked". This was in settings>general>profile. I simply trashed the profile.
Sounds like BT's SIMs are more sophisticated than PN's, but not perfect either.
Worth trying anyway, especially if you've used Vodafone.
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