topic Re: Photos/videos in WeChat do not load while using mobile data (they work fine on Wi-Fi) in Get Support

Photos/videos in WeChat do not load while using mobile data (they work fine on Wi-Fi)

HankD — Sun, 17 May 2026 01:38:01 GMT

I'm running into the same issue as following.

Can't see the pics or videos of some wechat moment... - Community

Please see ticket #000000012171053 and update my account to use IPv4 instead of IPv6.

Thank you,

Re: Photos/videos in WeChat do not load while using mobile data (they work fine on Wi-Fi)

slusagm — Sun, 17 May 2026 01:47:45 GMT

The earliest post had something wrong. PL does not use IPv6

For your problem, make sure your removed your old sim card or disable old eSIM.

Make sure you are not using any VPN at all, disable them

Reboot phone and Reset Network Settings , it should work

If not, ask PM to re-provision your account on the system. You need to open a ticket with them

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 with open ticket using Chatbot, then message them using this link: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Photos/videos in WeChat do not load while using mobile data (they work fine on Wi-Fi)

HankD — Sun, 17 May 2026 02:13:54 GMT

For your problem, make sure your removed your old sim card or disable old eSIM.

>> I did, and purchased a new physical SIM from PM

Make sure you are not using any VPN at all, disable them

>> I don't use VPN

Reboot phone and Reset Network Settings , it should work

>> No, it didn't work. Pics/Videos work fine using Wifi

If not, ask PM to re-provision your account on the system. You need to open a ticket with them

>> thanks, will do