topic Re: Add on in Get Support

Add on

AnnSimons1 — Tue, 24 Mar 2026 03:03:20 GMT

since I changed plans tocanada /us/Mexico 5G about two weeks ago. My Internet is not working, my Google Maps isn’t working, Messages and SMS aren’t coming in until the next day
I checked my plan is active, restarted the phone, switched iMessage off and on

annsimons1

Re: Add on

softech — Mon, 23 Mar 2026 23:47:56 GMT

@AnnSimons1

it is not unusual that data might not work after a plan change.

But try Reset Network Settings after a device reboot

if you still experiencing the same data issue, ask PM CS agent to reprovision your account. Please open ticket with PM support:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Start by typing "Ticket", click "Contact Us" then choose a topic, click "Login", finally click "Click here to submit a ticket ↗"
(if unable to receive 2FA via SMS when login, click "Didn't Receive code" or "Resend Code")
then choose "Send email" or "Send Voice Message" to get 2FA via email or voicemail)
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:
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: Add on

AnnSimons1 — Tue, 31 Mar 2026 18:09:50 GMT

It was my VPN. When it is off, the data plan works. I still don’t know if there’s a way to use the VPN when travelling for extra security. I would like that

Re: Add on

softech — Tue, 31 Mar 2026 18:47:39 GMT

@AnnSimons1

do you use Nord VPN and you have an iPhone?

if so, the issue is mainly when NordVPN is turned on, then it is neither an incompatibility issue nor a Public Mobile problem. There seams to be an issue with NordVPN as it is hardcoded to use with IPv6 which PM is not using. But thanks to Community member @victorzhao , there is a trick to force NordVPN to use IPv4 back

Ref: https://productioncommunity.publicmobile.ca/t5/Get-Support/VPN-not-working-with-PM-cellular-data/m-p...

On PC, download iMazing Profile Editor from the Microsoft App Store and launch
On the left hand pane, select Cellular, press the "+ Payload" button on the main pane.
For Data APN, click + at the bottom of the grid. Fill in the "Data APN" column with "isp.mb.com". Leave the rest of the table as is
fill in only the following:
Default APN name: isp.mb.com
Default APN supported IP versions: IPv4 only.
Optional step: on the left hand pane, under General, update:
Payload Display Name: public_mobile_disable_ipv6
Payload Description: Set APN to isp.mb.com and IPv4 only
Target Device Type: iPhone/iPod/iPod Touch
Next, press File -> Edit -> Save As and name the file "public_mobile_disable_ipv6.mobileconfig".
Leave the "Sign profile with" as Do Not Sign
Transfer this file to your iPhone
(one way is to uploaded to OneDrive and downloaded it using the OneDrive app into Phone's Downloads folder.
Open the file on iPhone
On the iPhone, go to Settings -> General -> VPN & Device Management, and click on the new configuration profile to Install it.
Check using any "What's my IP" site to confirm only IPv4 is showing and not IPv6. With this new VPN profile setup, NordVPN should now be working on IPv4 only

Re: Add on

AnnSimons1 — Tue, 31 Mar 2026 20:45:28 GMT

yes it is Nord VPN and an iPhone 13 max pro . I’m travelling for the next two weeks but will certainly try this out when I’m home. Thank you so much