topic Re: no data after plan change in Get Support

no data after plan change

MLPM — Sat, 24 Jan 2026 01:08:14 GMT

I just changed my plan today but after the change data is not working. SMS and call is working.

I'm using an eSIM. Please help as I need data. I've tried turning on/off airplane mode, restarting phone, resetting the network settings. using iPhone 15 pro

thanks in advance

Re: no data after plan change

hTideGnow — Sat, 24 Jan 2026 01:09:56 GMT

HI @MLPM

look like you tried all the easy way. Some might suggest you to buy a new eSIM. But before going that way, I think you should ask PM agent to refresh the account first

submit a ticket with CS Agent using Chatbot here:
  https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
   (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")
If any issue with ticket submission, you can submit ticket by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: no data after plan change

MLPM — Sat, 24 Jan 2026 03:08:09 GMT

was chatting with agent and ask me to tried again after turning phone off for a minute. He mentioned he did a system refresh and that everything look normal on their side, tried it and still no luck. Should I go ahead and delete my eSIM and purchase a new one? is that going to be refunded?, Agent is not responding anymore

Re: no data after plan change

hTideGnow — Sat, 24 Jan 2026 03:16:57 GMT

hi @MLPM

you don't need to delete the old esim to buy a new one

but first, make sure you can receive 2FA and login to the app (this is what you need to buy new esim). if you cannot receive 2FA code via sms, click Didn't Receive code or Resend code and choose send email to get the code

if you can login, then go to Account page and click Purchase sim card and choose eSIM

Re: no data after plan change

MLPM — Sat, 24 Jan 2026 03:24:44 GMT

So after buying a new eSIM I was finally able to get my data working instantly, not even a reboot was needed. It's a crazy that a simple plan change made data stop working on the plan. Anyways I was charged the $5 + tax ,Any agent here could help me get that refunded, I would appreacte it , thanks

Re: no data after plan change

hTideGnow — Sat, 24 Jan 2026 03:31:03 GMT

hi @MLPM

happy that my suggestion helped

now, you just need to ask agent for getting the $5 back. Tell them what happened with the first sim and they will reimburse

Submit ticket using the way I mentioned above

Re: no data after plan change

MLPM — Tue, 27 Jan 2026 20:32:07 GMT

I was able to get back the fee again and no further issues thanks