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]

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