topic Re: Mobile Data not working since subscribed in Get Support

Mobile Data not working since subscribed

Jenn_lau — Sun, 25 Jan 2026 17:46:38 GMT

New subscriber since Jan 23. Call working, and sms is slow, data is still not working.
tried everything:

iphone 15, port from freedom
up to date ios, old sim card turned off
phone shows 5G
apn: isp.mb.com
restarted, flight mode, on/off PM esim, reset network setting
existing PM users has data at the same location.

CS ticket submitted since 24 hours ago

anyone has any other suggestions or know how long is the CS wait now?

Re: Mobile Data not working since subscribed

hTideGnow — Sun, 25 Jan 2026 17:48:15 GMT

@Jenn_lau

you removed your old sim card or disable old esim?

the APN you changed is not for mobile data, it is for hotspot, so unrelated

make sure you update the Carrier profile and iOS is the latest one

if same, then can you login PM app on your iPhone? A quick way is to login the app and rebuy another eSIM. Go to Account page, Purchase sim card and choose eSIM

Re: Mobile Data not working since subscribed

slusagm — Sun, 25 Jan 2026 17:49:13 GMT

Ask PM to reprovision the sim

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: Mobile Data not working since subscribed

Dunkman — Sun, 25 Jan 2026 17:52:30 GMT

@Jenn_lau

Usually CSA respond within a few hours. However, due to it being the weekend and mores issues with 50% promos, the wait times are likely much longer. Hopefully, you will get a response later today.

Manually manually select LTE (instead of 5G). Possible 5G network in your area is weak.

Re: Mobile Data not working since subscribed

Jenn_lau — Sun, 25 Jan 2026 17:58:26 GMT

Unfortunately, LTE also doesnt work.
i was sitting right beside an existing PM user and we matched all the settings. Their data worked fine.

Re: Mobile Data not working since subscribed

Jenn_lau — Tue, 27 Jan 2026 23:10:22 GMT

Update:

After a long wait, I finally received response from CS_Agent. I received a $5 credit to purchase a new e-sim. I purchased a new e-sim on the PM app and followed the steps. My data is finally working.

Thanks to Ravzan at CS_agent.