topic Re: iPhone Not Connecting to Internet Data in Get Support

iPhone Not Connecting to Internet Data

3Chord — Fri, 19 Dec 2025 13:55:49 GMT

My iPhone 10XR was working perfectly. THEN ... Switched my subscription to add Mexico coverage for an upcoming trip. Since returning I can make calls and send texts - BUT can't access my email or even log into Public Mobile. Apple's Find My Phone never updates when I leave the house on my family's phones. My phone apps only work when I have Wi-Fi coverage.

My data usage rates show zero. The APN reads "isp.mb.com" which I read is incorrect. If I change it to "sp.mb.com" and reboot the phone, the settings are not changed. My iOS was just updated. I have switched airplane mode off/on. I have reset the network. Nothing has been able to fix this.

I wonder if the eSim was corrupted when I changed my subscription. Anyone have any ideas?

Re: iPhone Not Connecting to Internet Data

SKSuh — Fri, 19 Dec 2025 13:58:32 GMT

Have you rebooted and/or reset network connections lately?

Re: iPhone Not Connecting to Internet Data

3Chord — Fri, 19 Dec 2025 14:02:13 GMT

Yes I think I did a reset more than once. Can you guide me to the panel on "settings" so I can confirm this?

Re: iPhone Not Connecting to Internet Data

slusagm — Fri, 19 Dec 2025 14:29:45 GMT

@3Chord

for iPhone, you don't change the APN, it is via Carrier Profile, make sure your Carrier profile is update

and to Reset network settings, go to Settings -> General -> Transfer or Reset iPhone -> Reset > Reset Network Settings

Re: iPhone Not Connecting to Internet Data

3Chord — Fri, 19 Dec 2025 16:25:28 GMT

Thanks slusagm! If I reset the Network will I need to enter this information after? In that case what should I write down before doing the reset?

Re: iPhone Not Connecting to Internet Data

Handy1 — Fri, 19 Dec 2025 16:28:24 GMT

@3Chord You will only need to re input your wifi passwords when restarting network settings is all

Re: iPhone Not Connecting to Internet Data

slusagm — Fri, 19 Dec 2025 16:32:43 GMT

@3Chord

only Wifi and Bluetooth need to re-add/re-setup

but this is needed to clear the cache

Re: iPhone Not Connecting to Internet Data

3Chord — Fri, 19 Dec 2025 17:13:07 GMT

Network reset completed. Not successful in getting iPhone to connect with the internet. Mail cannot send. Browser does not load.

Any other ideas?

Re: iPhone Not Connecting to Internet Data

slusagm — Fri, 19 Dec 2025 17:14:43 GMT

@3Chord

time to ask PM to help.

Just open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA when login, you might need to use email to receive if you cannot receive the text on the phone.) Type the question Submit ticket and select Contact Us to get to ticket open screen

But if you have trouble using Chatbot to open ticket, then message PM using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox between 9AM-10PM EST (Mon-Sun), check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: iPhone Not Connecting to Internet Data

3Chord — Fri, 19 Dec 2025 17:16:09 GMT

Additional information to share. Under settings > cellular > SIMs I see that "Cellular Data" is set on ON. Underneath "Used as Primary" shows my phone number but also reads "No SIM".

Hope that is helpful.

Re: iPhone Not Connecting to Internet Data

slusagm — Fri, 19 Dec 2025 17:17:19 GMT

@3Chord

no sim? is that physical sim card or eSIM?

if physical, move it to another phone and test it

Re: iPhone Not Connecting to Internet Data

3Chord — Fri, 19 Dec 2025 17:30:07 GMT

Hi. No it is an eSIM which worked perfectly for several months. When I switched subscriptions to include Mexico coverage I think something went wrong and the eSIM was corrupted or deleted. I do not have a physical SIM card for PM.

Re: iPhone Not Connecting to Internet Data

slusagm — Fri, 19 Dec 2025 17:31:32 GMT

@3Chord

try buy a new eSIM and then ask PM for money back

download PM app on the phone, login and go to Account -> Purchase Sim card and choose eSIM and install the new one

Re: iPhone Not Connecting to Internet Data

3Chord — Fri, 19 Dec 2025 22:41:58 GMT

So I obtained a new eSIM (no charge) and the installation looked to be normal and successful. Rebooted iPhone. Still doesn't connect to the internet. Not sure I can repeat the installation without needing to buy a new eSIM, but this time it will cost $5. More worrisome is the trouble shooting isn't progressing towards a solution. I really figured a new eSIM would do the trick. Not sure I can put much more time into solving this and it is frustrating.

Re: iPhone Not Connecting to Internet Data

3Chord — Sat, 27 Dec 2025 20:49:02 GMT

Problem solved. The issue was VPN related. A second to resolve when Telus tech got in touch. Many thanks to everyone who made suggestions.