topic Re: Mobile data not working (seeing 5G but can’t access internet) in Get Support

Account is suspended due to interrupted esim activation during power outage

ValRoy — Sun, 25 Jan 2026 02:47:08 GMT

Hello, so the number port is complete. However when i log on to my PM app, it says my account is suspended. There was a power outage during activation so i had to do the proceds twice. Initial payment already made but its asking to pay again? Please if an agent can resolve this asap I appreciate it.

Re: Account is suspended due to interrupted esim activation during power outage

slusagm — Sun, 25 Jan 2026 02:48:37 GMT

so you have no service now?

Reboot phone and Reset network settings and test

if no service, ask PM to check. Since you cannot properly login, you won't be able to open the preferred Chatbot ticket. So, you will need to message them here:
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: Account is suspended due to interrupted esim activation during power outage

hairbag1 — Sun, 25 Jan 2026 02:48:39 GMT

@ValRoy

only Customer Support can help...use this link...

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Account is suspended due to interrupted esim activation during power outage

ValRoy — Sun, 25 Jan 2026 02:54:30 GMT

Thats correct I currently have no service due to the « suspended » state. It says to pay again, but i was already billed before the activation and i can see the amount is in the account but the subscription is suspended. I need someone from PM to help me out.

Re: Account is suspended due to interrupted esim activation during power outage

Sansan — Sun, 25 Jan 2026 02:59:20 GMT

Did you restart your phone to see if it will work?

If it doesn't, then unfortunately you will just have to send your ticket and wait for them to get back to you.

Be prepared to wait for a bit...

Mobile data not working (seeing 5G but can’t access internet)

ValRoy — Sun, 25 Jan 2026 17:28:39 GMT

Hello,

Last night I switched to PM. The number port is completed and the account is no longer suspended (had power outage during activation).

my voice calls and SMS are working correctly. However mobile data does not work. Some brief information about my situation:

Im on iPhone 14
5G/LTE signal is present
Websites and apps do not load
APN is correctly set to sp. mb. com
Device restarted, network settings reset, data roaming enabled

This activation was interrupted earlier due to a power/Wi-Fi outage, and the eSIM was reactivated afterward. This appears to be a backend data provisioning issue.

Id appreciate if someone could fix this.

Thank you.

Re: Mobile data not working (seeing 5G but can’t access internet)

slusagm — Sun, 25 Jan 2026 17:34:25 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 (seeing 5G but can’t access internet)

hTideGnow — Sun, 25 Jan 2026 17:35:04 GMT

HI @ValRoy

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 (seeing 5G but can’t access internet)

Jenn_lau — Sun, 25 Jan 2026 17:39:41 GMT

I have the same issue. Tried everything. No response from CS ticket for 24 hours.

Re: Mobile data not working (seeing 5G but can’t access internet)

Trevorn — Mon, 26 Jan 2026 02:33:00 GMT

i have the same issue no reply from PM yet

Re: Mobile data not working (seeing 5G but can’t access internet)

ValRoy — Mon, 26 Jan 2026 14:10:31 GMT

Its been 48 hours and my data is still not functionning. Ive raised a ticket and sent a message to GM agent still nothing, no replies. I really need data for my job please help me out anyone…

Re: Mobile data not working (seeing 5G but can’t access internet)

slusagm — Mon, 26 Jan 2026 14:13:03 GMT

@ValRoy

incoming calls working? just not data?

Reboot phone and Reset network settings

if you still cannot make data works there, tell us what phone do you have

Re: Mobile data not working (seeing 5G but can’t access internet)

ValRoy — Mon, 26 Jan 2026 14:16:52 GMT

I have already provided all the information you are asking on my initial post above.

Re: Mobile data not working (seeing 5G but can’t access internet)

slusagm — Mon, 26 Jan 2026 14:18:23 GMT

We are all just customers trying to help. Have you open message with PM yet? please send them message then

Re: Mobile data not working (seeing 5G but can’t access internet)

ValRoy — Tue, 27 Jan 2026 23:30:37 GMT

I still have no internet access with my data. I have sent the private messsage last Sunday and had not been contacted back.

I really need the data for my job. Please someone at PM resolve this issue otherwise I will need to switch back to my old provider.

Thank you.

Re: Mobile data not working (seeing 5G but can’t access internet)

ValRoy — Wed, 28 Jan 2026 00:15:17 GMT

Hi i realised the APN is set to isp instead of sp. This is not something i can change on the iphone. Could this have to do with it?