Data will not activate

[AnthonyPackwood]

I came to PM yesterday. My eSIM does not seem to have activated correctly. My phone gives me the message "Could not activate cellular data network"

Chat bot says APN should be SP.MB.COM but mine is isp.mb.com and I can't seem to change it. 

[AnthonyPackwood]

My issue was finally resolved by me buying an eSim ($5) and having the agent refund my account.  This was after II removed ALL eSims from my phone.  I'm glad it's working, but the journey to get here was way longer than it should have been.
@hTideGnow , I do appreciate your help.  Thanks for that.
Anthony

 

[hTideGnow]

hi @AnthonyPackwood

or update the sim name to something like OLD, then disable it (toggle off Turn on this line) before installing new

[AnthonyPackwood]

I didn't delete first. I added the new one and then deleted. 

so next time I'll delete first. I've asked them to issue another replacement. Here's hoping...

[hTideGnow · Accepted solution]

hi @AnthonyPackwood if you removed the old one before installing the new one , should be ok

Reply in the Expert Message and ask agent to issue you another one for free

[AnthonyPackwood]

There is only one eSIM on the phone at this point. All others were removed. Is it possible I removed the wrong one?  Maybe, but I didn't think so because the phone was working.  When they issued a replacement they gave it to me with almost no instructions. Was I supposed to delete the other PM one first?  Or keep them both forever?  Or keep the first one until the new one activated and then delete it (this is what I thought I did)?

so to be clear I haven't done anything more. I have a feeling what needs to happen is yet another eSIM issued and I delete the one that doesn't work first and the activate the new one on a phone with no eSIM or physical sims on it. (There is no physical Sim in the phone)

[hTideGnow]

hi @AnthonyPackwood 

one more thing to check, make sure the old PM eSIM is deleted (Be careful don't delete the wrong one)

then make sure new PM sim is enabled and set with label Primary.  Reboot your phone and Reset Network Settings, then test again 

[AnthonyPackwood]

Reboot and network setting reset done (again) and no change. Phone is in sos. 

checked both IEMIs at the site you shared. Not blacklisted.   I think the new eSIM I was issued just isn't provisioned.  The old eSIM could at least make calls. This new one does nothing. 

[hTideGnow]

hi @AnthonyPackwood 

Reboot your phone and Reset Network Settings and test again

if same, check if the phone was blacklisted :

https://www.devicecheck.ca/check-status-device-canada/

your phone has 2 IMEIs, check both 

[AnthonyPackwood]

This issue has gone from bad to worse. The support ticket people only answer once and hour or so and the ask me to try the same things over and over again. They issues me a be eSIM which I put in that made my phone work with all services. But it only lasted about 10 minutes. The. Phone now has no services. It's in sos. 

is there not a way to get more direct support from public mobile?  Like someone who will focus on this issue until it's solved?  The chat help people don't seems to read the entire chat. I'm going in circles here and I need a phone. 

[AnthonyPackwood]

I reset Network setting (no change) but I don't see an update Carrier Profile option anywhere.  In General | About there is no option to update anything.  The eSim is reporting the correct IMEI. If I tap carrier, I see the IMS Status is "Voice & SMS"

[hTideGnow]

hi @AnthonyPackwood if it cannot get cellular signal, calls won't work either 

did you Reset Network Settings?  And go to Settings to update Carrier Profile 

[AnthonyPackwood]

I have confirmed all of the above.  I am on an iphone 16 by the way.
I have removed all other esims except a saily one I use for traveling, but it is not active right now.  There is no physical sim in the phone.  The only one is the Public Mobile one and its set as Primary.  I rebooted the phone.  The phone joined the network.  SMS in and out is working.  Phone calling in and out is working.  The signal thing shows I have 5G data, but the phone keeps reporting that it can't activate the cellular network.

[hTideGnow]

hi @AnthonyPackwood 

are you using iPhone? you don't update the APN you see there, that is a different one for hotspot.  The APN for data on iPhone is controlled by Carrier Profile 

for your data problem,  please check and remove the old carrier sim card,  or if it the old carrier sim is an eSIM,  disable it from Sim Manager or Settings->Cellular.  Then put the PM sim card in the phone, or if eSIM, you should be good 

Next,  go to Sim Manager or Settings->Cellular and check if PM sim is showing there.  Make sure the Public Mobile sim is enabled, or Turn on this line  option is toggled on.  Also, change the label to Primary

Reboot your phone and Reset network settings and test and confirm if all work or let us know of if any the following does not work: inbound and outbound calls, inbound and outbound text, mobile data.

if the sim not connecting, ask PM support agent to help.   Please submit a ticket here using the same Community login credentials you are using now:   https://expert-messaging.publicmobile.ca/guest/chat/
          Once you started the Chat, type "Submit Ticket", then "Connect Agent", and it will ask you to login to open ticket
          (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email" or "Send Voice Message")   

Remember CS_agent will reply within 2 to 4 hours.  You will be notified via SMS/email or monitor here:
https://expert-messaging.publicmobile.ca