topic Re: New Activation - still cannot connect Internet in Get Support

New Activation - still cannot connect Internet

NoNickNamePlz — Sun, 08 Feb 2026 03:51:31 GMT

I activated my sim card almost 4 hours ago but still can’t connect internet.

I TRIED network reset. I TRIED reboot. I TRIED Airplane mode and installing one sim card only. Not helpful. I check my iPhone settings. Under APN settings, there is no APN settings for cellular data, etc. Only Personal hotspot. It is not normal.

Also, I ported my number during the activation. Only calls can go in. But SMS still not able to receive. However, porting number should have no impact to internet. Correct me if i am wrong.

Re: New Activation - still cannot connect Internet

softech — Sat, 07 Feb 2026 19:55:20 GMT

@NoNickNamePlz

can you at least able to make outgoing calls?

it is normal that the APN on iPhone is for hotspot and not for Mobile Data. The Mobile Data APN is controlled by Carrier Profile.

First, make sure your old sim cards are all removed, and if old one was an eSIM, disable it first. Next, the make sure PM sim is enabled (Turn on this line is toggled on) and set the label as Primary.

Then update make sure Carrier Profile is updated. Last, Reset network profile after a device reboot

If you still unable to access data, you will need PM agent to reprovision your account/sim. Please engage them by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there

Re: New Activation - still cannot connect Internet

NoNickNamePlz — Sat, 07 Feb 2026 20:09:28 GMT

Thanks for answering.

I tried again - call CANNOT go out. “Sorry you don’t have active plan in your account”

Old Sim is removed. Already No signal when i plug to other phone.

PM is toggled ON and it is Primary line.

Carrier Profile - may i know is it in the App?

I have reached out CS AGENT but no response for 2 hours. So i’m posting here to get help.

Re: New Activation - still cannot connect Internet

softech — Sat, 07 Feb 2026 20:13:24 GMT

@NoNickNamePlz

i don't think your account was provisioned properly. I have escalated your ticket on your behalf. PM support will reach out to your via Community inbox. Please monitor here for their reply:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: New Activation - still cannot connect Internet

NoNickNamePlz — Sat, 07 Feb 2026 20:15:24 GMT

Sure thanks.

Re: New Activation - still cannot connect Internet

NoNickNamePlz — Sat, 07 Feb 2026 20:47:27 GMT

It is even worse..is something working behind? I have not received any message from the inbox.

Your services are on hold due to the expiration of your subscription. If your services are on hold for more than 90 days, your account will be closed permanently and you'll lose your phone number

Re: New Activation - still cannot connect Internet

NoNickNamePlz — Sat, 07 Feb 2026 22:13:56 GMT

Hi @softech, I still not received any message from @CS_Agent . Are you able to help again? I have no service right now, including calling in/out, SMS, and Internet.

Re: New Activation - still cannot connect Internet

NoNickNamePlz — Sun, 08 Feb 2026 00:26:07 GMT

@CS_Agent can you help?

Re: New Activation - still cannot connect Internet

Dunkman — Sun, 08 Feb 2026 00:37:44 GMT

@NoNickNamePlz

Unfortunately, customer service agent wait times are much longer than usual. Hopefully, you will get a response later today or by tomorrow.

The escalation service usually operates Monday to Friday, so CSA_PM may not contact you this weekend.

Re: New Activation - still cannot connect Internet

NoNickNamePlz — Sun, 08 Feb 2026 17:47:24 GMT

Still no response…no service for two days..

Re: New Activation - still cannot connect Internet

CSA_PM — Mon, 09 Feb 2026 13:05:54 GMT

Thank you for the escalation! The customer is in contact with an agent.