New Activation - still cannot connect Internet

[NoNickNamePlz]

I activated my sim card almost 4 hours ago but still can’t connect internet.

I TRIED network reset. I TRIED reboot. I TRIED Airplane mode and installing one sim card only. Not helpful. I check my iPhone settings. Under APN settings, there is no APN settings for cellular data, etc. Only Personal hotspot. It is not normal.

Also, I ported my number during the activation. Only calls can go in. But SMS still not able to receive. However, porting number should have no impact to internet. Correct me if i am wrong.

[CSA_PM · Accepted solution]

Thank you for the escalation! The customer is in contact with an agent.

[NoNickNamePlz]

Still no response…no service for two days..

[Dunkman]

@NoNickNamePlz 

Unfortunately, customer service  agent wait times are much longer than usual.  Hopefully, you will get a response later today or by tomorrow. 

The escalation service usually operates Monday to Friday, so CSA_PM may not contact you this weekend. 

[NoNickNamePlz]

@CS_Agent can you help?

[NoNickNamePlz]

Hi @softech, I still not received any message from @CS_Agent . Are you able to help again? I have no service right now, including calling in/out, SMS, and Internet.

[NoNickNamePlz]

It is even worse..is something working behind? I have not received any message from the inbox.

Your services are on hold due to the expiration of your subscription. If your services are on hold for more than 90 days, your account will be closed permanently and you'll lose your phone number

[NoNickNamePlz]

Sure thanks.

[softech]

@NoNickNamePlz 

i don't think your account was provisioned properly.  I have escalated your ticket on your behalf.  PM support will reach out to your via Community inbox.  Please monitor here for their reply:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[NoNickNamePlz]

Thanks for answering.

I tried again - call CANNOT go out. “Sorry you don’t have active plan in your account”

Old Sim is removed. Already No signal when i plug to other phone.

PM is toggled ON and it is Primary line.

Carrier Profile - may i know is it in the App?

I have reached out CS AGENT but no response for 2 hours. So i’m posting here to get help.

[softech]

@NoNickNamePlz 

can you at least able to make outgoing calls?

it is normal that the APN on iPhone is for hotspot and not for Mobile Data.  The Mobile Data APN is controlled by Carrier Profile.   

First, make sure your old sim cards are all removed, and if old one was an eSIM, disable it first.  Next, the make sure PM sim is enabled (Turn on this line is toggled on) and set the label as Primary.

Then update make sure Carrier Profile is updated.  Last, Reset network profile after a device reboot

If you still unable to access data, you will need PM agent to reprovision your account/sim.  Please engage them by direct message:  
     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