Data not working

[SamSong2345]

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! 

[hTideGnow]

hi @SamSong2345 

do they all have the same Carrier Profile? same versio number and same iOS version?

and @KKVV , @SamSong2345 , some fixes suggested online

If NordVPN is not working with mobile data on your iPhone, troubleshoot by restarting the app, switching servers, or changing the protocol to OpenVPN TCP within settings. Key fixes include disabling low data mode, resetting network settings, updating the iOS, or, for persistent issues, manually configuring the VPN profile to use IKEv2.
Here are the specific steps to fix NordVPN on iPhone cellular data:
Immediate Troubleshooting Steps
Restart and Reconnect: Force close the NordVPN app and reopen it, or turn Airplane mode on and off to refresh the network.
Switch Protocols: In the NordVPN app settings, change the protocol to OpenVPN (TCP) or IKEv2.
Toggle Cellular Data: Go to Settings > Cellular, ensure mobile data is enabled, and verify that the NordVPN app has permission to use data.
Toggle Wi-Fi Assist: Turn off "Wi-Fi Assist" (found at the bottom of Settings > Cellular), as it can conflict with VPN connections.
Network and Device Fixes
Reset Network Settings: Go to Settings > General > Transfer or Reset iPhone > Reset > Reset Network Settings. Note: This erases saved Wi-Fi passwords.
Check APN Settings: Some cellular providers (e.g., Three UK) may require updating Access Point Name (APN) settings for VPN traffic to pass.
Reinstall App: Delete the NordVPN app, restart your iPhone, and download the latest version from the App Store.
Advanced Solutions
Use Obfuscated Servers: Switch to "Obfuscated" servers in the app settings, which are designed to bypass network restrictions that may be blocking VPN traffic on mobile.
Manual Configuration: Set up a manual IKEv2 connection in your iPhone's VPN settings if the app consistently fails to connect.
If the issue continues, check that your NordVPN subscripti

[SamSong2345]

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

[KKVV]

I use an eSIM and activated it about 7 hours ago

[KKVV]

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

[SamSong2345]

@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!

 

[hTideGnow]

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 ?

[SamSong2345]

@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 

[hTideGnow]

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

[SamSong2345]

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

[SamSong2345]

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

[hTideGnow]

hi @KKVV 

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

[KKVV]

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

[SamSong2345]

@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”. 

[softech]

@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.

[SamSong2345]

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!

[SamSong2345]

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! 

[Handy1]

@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

[SamSong2345]

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

[SamSong2345]

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!

[Handy1]

@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