topic Re: Data not working in Get Support

Data not working

SamSong2345 — Sat, 24 Jan 2026 15:17:14 GMT

I signed up yesterday. Data does not work when wifi is disabled. I’ve tried resetting network settings and restarting device multiple times without any success.

Support advised to change VPN, however, it is an iPhone, whenever I change the APN from “isp” to “sp”, it just revert itself back immediately.

are there any other solutions? I’m very frustrated!

Re: Data not working

Handy1 — Sat, 24 Jan 2026 15:19:28 GMT

@SamSong2345 Can try turning in airplane mode on and off , reboot phone if you have t already and finally reset network setting and update carrier profile and rebbot again see if that helps

Re: Data not working

SamSong2345 — Sat, 24 Jan 2026 15:39:36 GMT

I’ve tried those steps multiple times, nothing works.

I deleted VPN profiles and data worked! However, as soon as I turn on VPN (profile added back in), data stops working.

Something must be wrong still!

Data not working when VPN is on

SamSong2345 — Sat, 24 Jan 2026 15:52:09 GMT

I signed up yesterday, mobile data doesn’t work. Tried resetting network, etc many many times without success.

out of desperation, I deleted the VPN profiles, it worked! However, as soon as I turn VPN back on (VPN profiles added back in) data stops working.

What is up with this? I should be able to use data with or without data! Any solutions?

This is iPhone 15, Nord VPN

Re: Data not working when VPN is on

Handy1 — Sat, 24 Jan 2026 15:55:50 GMT

@SamSong2345 Public mobile had many issues with new activations last last night if you already been charged you might need publicmobile to reprovision your sim /account just

send a private message To CS_Agent

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

After submitting ticket keep an eye on your community inbox for their reply , or you can use this link to the community in box

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Data not working when VPN is on

SamSong2345 — Sat, 24 Jan 2026 16:17:51 GMT

Thank you for the suggestion! CS_Agent was not helpful and very rude. They told me this is not their problem.

I had been with PM before (for 3 years), and 3 other devices in my household uses PM with the same VPN configuration without any issue. The issue is definitely on their side!

VPN Data not working

SamSong2345 — Sat, 24 Jan 2026 20:42:35 GMT

Hello, I’m experiencing the same issue - mobile data doesn’t work when VPN is on? Have you found a solution? I’d like to use VPN while on data. Thanks!

Re: VPN Data not working

softech — Sat, 24 Jan 2026 20:42:47 GMT

@SamSong2345

first, this is not an PM issue, PM does not actively block VPN and I have been using without issue.

are you using NORD VPN? some seem to have problem with it

What you can do is to change the VPN Protocol on the app from Automatic to OpenVPN - TCP or WinGuard or try other protocol.

Re: VPN Data not working

SamSong2345 — Sat, 24 Jan 2026 21:21:55 GMT

@softech @Thanks for the tips! Yes it is NordVPN. I have tried all the protocols, settings, resets, nothing helped. I even downloaded a different VPN and the result was the same - VPN on, no mobile data.

I have 3 devices (accounts) with PM in the household. Only 1 device functions normally with VPN on and that device has a physical SIM, whereas 2 other devices (including mine, both signed up yesterday) use eSIM.

I contacted NordVPN, after all kinds of testing they’ve determined this is caused by ISP (Internet service provider).

the CS Agent assigned to my inquiry was very rude and unprofessional. “This is not our issue” is all I got as their “support”.

Re: Data not working

KKVV — Sun, 25 Jan 2026 03:25:15 GMT

Same issue. The help chat sends me an automatic reply that doesn’t take anything I say into account. Bad bot!
awaiting a solution to the problem

Re: Data not working

hTideGnow — Sun, 25 Jan 2026 03:32:42 GMT

hi @KKVV

what issue you have? can you explain in details? data not working at all ? or just not working with VPN ?

Re: Data not working

SamSong2345 — Sun, 25 Jan 2026 04:01:09 GMT

Cellular data only works when VPN is disconnected. As soon as VPN is turned on, data stops working.

Re: Data not working

SamSong2345 — Sun, 25 Jan 2026 04:02:55 GMT

Dealt with CS agent the whole day today, I requested eSIM reprovision but the agent refused without providing a reason.

Re: Data not working

hTideGnow — Sun, 25 Jan 2026 04:04:48 GMT

hi @SamSong2345 are you using iPhone? if you are , you don't change the isp or sp, the APN you are trying to change is not for mobile data , it is for hotspot. Mobile data is control by Carrier profile, not the APN setting that you can change manually like Android

Re: Data not working

SamSong2345 — Sun, 25 Jan 2026 04:12:18 GMT

@hTideGnow yes I figured that out after lots of researching and trying different things. I even downloaded after VPN to try which produced the same result. Also reached out to NordVPN, etc. in the end I’m convinced the issue is on PM side. I requested an eSIM reprovision but the CS agent refused without giving any reason.

this has been a truly frustrating experience. I am hoping to be connected with a different agent tomorrow.

I am using iPhone 15 + eSIM + NordVPN

Re: Data not working

hTideGnow — Sun, 25 Jan 2026 04:16:04 GMT

hi @SamSong2345

that can be a problem with both Apple and PM. It could be the Carrier Profile that needs to be updated, but both PM and Apple has to agree on a new Carrier profile and push to the customers. We have seen some carrier profile affecting mobile data issue with different carriers

you said some of your other phones on PM work? they are all iPhone ?

Re: Data not working

SamSong2345 — Sun, 25 Jan 2026 04:28:01 GMT

@hTideGnow thank you for the insight!

I checked my carrier profile, no update message popped up so there’s nothing I could do there. To be honest there are not a lot of device settings that can/should be adjusted by the end user.

yes I have 3 devices (accounts) with PM.

1) device 1 - iPhone 14 + physical SIM + NordVPN - signed up years ago. Works fine

2). device 2 - iPhone 15 + eSIM + NordVPN - signed up yesterday. Cellular doesn’t work with VPN on.

3). device 3 (my device) - iPhone 15 + eSIM + NordVPN - signed up yesterday. Cellular doesn’t work with VPN on.

I tried purchasing a physical SIM in the app today, since everything works in device 1. However, Payment went through but got “order not processed” message. I messaged CS agent, who stated they don’t have access to orders in app, despite the message clearly stated to contact an agent. I don’t know what’s wrong with PM, none of their products/services work!

Re: Data not working

KKVV — Sun, 25 Jan 2026 04:49:53 GMT

Using an iPhone 14. Data works until I turn VPN on. I can use my VPN with WIFI but when I’m off WIFI and keep VPN on, can’t use data at all

Re: Data not working

KKVV — Sun, 25 Jan 2026 04:52:25 GMT

I use an eSIM and activated it about 7 hours ago

Re: Data not working

SamSong2345 — Sun, 25 Jan 2026 04:58:04 GMT

@KKVV exact same issue as me. I hope it gets resolved soon. Please keep me posted!