topic Re: Cell cervice dropping in Get Support

Cell cervice dropping

R2D2s_bff — Wed, 05 Jan 2022 12:07:32 GMT

I've been with Public Mobile for three and half years and have been using a OnePlus One since the summer of 2018. Last week I traveled to the United States and didn't purchase any add-ons that would provide service. As such, I left the phone in airplane mode the entire time I was there but did use Wi-Fi. I arrived home on Thursday night, and on service came back normal. Problems started on Saturday afternoon when I tried making a phone call. My phone showed having service, but when I pressed "call" the service dropped and a message popped up saying that I need to turn off airplane mode or re-enter service area. A couple of minutes later service came back, but when trying to make a phone call the same result happened. Yesterday, I tried the same thing only with sending a text message and got the same result. The phone showed I had service, I typed a message, and when I pressed "send" service dropped. After a few moments it came back, and when I tried to send a message throughout the evening it continued to have the same result. I backed up the phone, reset it, and now it just stays in "no service" mode. When I search for networks it doesn't show any being available. I've restarted the phone a number of times, removed the SIM card and waited for a minute before re-inserting and turning phone back on, etc.

In summary: the phone had service one day and stopped having service the next without there being any changes to settings or changing apps, downloading anything, etc.

Any help is much appreciated. Thanks.

Re: Cell cervice dropping

steff12321 — Mon, 08 Apr 2019 16:53:28 GMT

Try turning lost/stolen mode on/off through self serve

Re: Cell cervice dropping

RobertQc — Mon, 08 Apr 2019 16:55:24 GMT

@R2D2s_bff wrote:
I've been with Public Mobile for three and half years and have been using a OnePlus One since the summer of 2018. Last week I traveled to the United States and didn't purchase any add-ons that would provide service. As such, I left the phone in airplane mode the entire time I was there but did use Wi-Fi. I arrived home on Thursday night, and on service came back normal. Problems started on Saturday afternoon when I tried making a phone call. My phone showed having service, but when I pressed "call" the service dropped and a message popped up saying that I need to turn off airplane mode or re-enter service area. A couple of minutes later service came back, but when trying to make a phone call the same result happened. Yesterday, I tried the same thing only with sending a text message and got the same result. The phone showed I had service, I typed a message, and when I pressed "send" service dropped. After a few moments it came back, and when I tried to send a message throughout the evening it continued to have the same result. I backed up the phone, reset it, and now it just stays in "no service" mode. When I search for networks it doesn't show any being available. I've restarted the phone a number of times, removed the SIM card and waited for a minute before re-inserting and turning phone back on, etc.

In summary: the phone had service one day and stopped having service the next without there being any changes to settings or changing apps, downloading anything, etc.

Any help is much appreciated. Thanks.

@R2D2s_bff You mentioned a few things that you tried, did you try turning air plane mode back ON, then OFF again? Sometimes it needs to be toggled again.

Re: Cell cervice dropping

R2D2s_bff — Mon, 08 Apr 2019 16:55:07 GMT

@RobertQc thank you for the suggestion. I've turned airplane mode on and off again a number of times but to no avail.

Re: Cell cervice dropping

geopublic — Mon, 08 Apr 2019 16:56:06 GMT

@R2D2s_bff wrote:
I've been with Public Mobile for three and half years and have been using a OnePlus One since the summer of 2018. Last week I traveled to the United States and didn't purchase any add-ons that would provide service. As such, I left the phone in airplane mode the entire time I was there but did use Wi-Fi. I arrived home on Thursday night, and on service came back normal. Problems started on Saturday afternoon when I tried making a phone call. My phone showed having service, but when I pressed "call" the service dropped and a message popped up saying that I need to turn off airplane mode or re-enter service area. A couple of minutes later service came back, but when trying to make a phone call the same result happened. Yesterday, I tried the same thing only with sending a text message and got the same result. The phone showed I had service, I typed a message, and when I pressed "send" service dropped. After a few moments it came back, and when I tried to send a message throughout the evening it continued to have the same result. I backed up the phone, reset it, and now it just stays in "no service" mode. When I search for networks it doesn't show any being available. I've restarted the phone a number of times, removed the SIM card and waited for a minute before re-inserting and turning phone back on, etc.

In summary: the phone had service one day and stopped having service the next without there being any changes to settings or changing apps, downloading anything, etc.

Any help is much appreciated. Thanks.

Try the lost/stolen trick to see if it clears things up:

1. Login to your self-serve account.
2. Report your phone lost/stolen using Plan and Add-Ons -->Lost/Stolen Phone
3. Logoff
4. Wait 5 minutes and login again
5. Report your phone found.
6. Re-start you phone

Re: Cell cervice dropping

RobertQc — Mon, 08 Apr 2019 16:55:36 GMT

@R2D2s_bff wrote:
@RobertQc thank you for the suggestion. I've turned airplane mode on and off again a number of times but to no avail.

@R2D2s_bff Log into your self serve, is the account still active? If you take your sim card and put it into another phone does your service work on that phone?

I know its unlikely, but always check your imei number here when having a problem https://www.devicecheck.ca/check-status-device-canada/

Re: Cell cervice dropping

karmask — Mon, 08 Apr 2019 16:55:46 GMT

EEKS, that shoulds more like a virus got into your phone, maybe being on public wifi in the states? Do you have a seecurity program on your phone ? I use Norton, very protective of such things.

Re: Cell cervice dropping

RobertQc — Mon, 08 Apr 2019 16:57:32 GMT

@RobertQc wrote:
I backed up the phone, reset it

@R2D2s_bff As in a full factory reset?

Re: Cell cervice dropping

steff12321 — Mon, 08 Apr 2019 16:58:02 GMT

Doesn't sound like a virus. You shouldn't be getting viruses on your phone if you install all apps from the Play Store, only if you download APKs online.

Try the lost/stolen mode as this refreshes your SIM's registration on the network. Hopefully that will fix it.

Re: Cell cervice dropping

thechunkyknot — Mon, 08 Apr 2019 17:00:19 GMT

have you tried taking your sim card ut and putting it back in. I had the same problem and that worked for me.

Re: Cell cervice dropping

RobertQc — Mon, 08 Apr 2019 17:01:01 GMT

@karmask wrote:
EEKS, that shoulds more like a virus got into your phone, maybe being on public wifi in the states? Do you have a seecurity program on your phone ? I use Norton, very protective of such things.

@karmaskPlease, go on. Give me more details of how norton is very protective of such things.

Re: Cell cervice dropping

R2D2s_bff — Mon, 08 Apr 2019 17:00:49 GMT

@RobertQc Good idea to put SIM card in another phone to see if it has service. I'll do that with another phone later today.

I did do a full factory reset. If the phone had a virus before the reset would it still be on there after the reset?

Re: Cell cervice dropping

R2D2s_bff — Mon, 08 Apr 2019 17:02:29 GMT

@thechunkyknot Thanks for the suggestion, and I'm glad that worked for you.

I did try taking the SIM card out, waiting a minute, then putting it back in. Only tried that once, and when it came up with there still being no service I moved on to another troubleshooting method.

Re: Cell cervice dropping

R2D2s_bff — Mon, 08 Apr 2019 17:04:15 GMT

@steff12321 Thank you for the suggestion. I only download through the Play store.

I went into my account but don't see a "lost/stolen" option. Where is it at?

Re: Cell cervice dropping

RobertQc — Mon, 08 Apr 2019 17:04:15 GMT

@R2D2s_bff wrote:
@RobertQc Good idea to put SIM card in another phone to see if it has service. I'll do that with another phone later today.

I did do a full factory reset. If the phone had a virus before the reset would it still be on there after the reset?

@R2D2s_bff I seriously doubt you have a virus unless you went out of your way to install things you should not. It would have to be one heck of a virus to be able to bury itself in your stock rom so it was re-installed during a factory reset. I don't even know how it would be possible unless you have a rooted phone giving 3rd party apps permission.

Re: Cell cervice dropping

steff12321 — Mon, 08 Apr 2019 17:07:54 GMT

@R2D2s_bff Self Serve -> Plan and Add-Ons -> Lost/Stolen Phone

Turn it on, toggle airplane mode on/off, and then turn it back off, toggling airplane mode again.

I don't think it's possible to get a virus without downloading some sketchy cracked APKs from unknown sources, much less "being on public wifi"

Good luck!

Re: Cell cervice dropping

R2D2s_bff — Mon, 08 Apr 2019 17:07:37 GMT

@RobertQc Excellent. That'd stink having an eternal virus.

After doing the reset I have Lollipop on my phone now. I'm considering putting a newer version on the phone later this week, but only if the phone gets back up to having service again.

Also, around mid-December the Messages app did an update and it prevents my phone from going into sleep mode. If I don't manually force stop the program it will drain a 100% charged battery fully in about three hours, even if I have the phone screen off and it sitting on a desk. But that's an issue for another day.

Re: Cell cervice dropping

RobertQc — Mon, 08 Apr 2019 17:12:37 GMT

@R2D2s_bff wrote:
@RobertQc Excellent. That'd stink having an eternal virus.

After doing the reset I have Lollipop on my phone now. I'm considering putting a newer version on the phone later this week, but only if the phone gets back up to having service again.

Also, around mid-December the Messages app did an update and it prevents my phone from going into sleep mode. If I don't manually force stop the program it will drain a 100% charged battery fully in about three hours, even if I have the phone screen off and it sitting on a desk. But that's an issue for another day.

@R2D2s_bff Before I did anything else I would test out the sim in another phone then know how to proceed as it may just be an account issue.

About your 3 hour battery, I would suggest for keeping things organized to create a separate post for that issue when you are ready. No need to also worry about that if you may upgrade from lollipop that could solve the issue.

Re: Cell cervice dropping

karmask — Mon, 08 Apr 2019 18:46:11 GMT

Curious about Norton Security? Go to the Norton.com official website to learn about it. We use it on all our devides ( PC's, tablets, phones).

There is an article on preventing or removing malware from Android on AVG.com They sell AVG AntiVirus for Android ..an excerpt from the article, about malware removal, is below:

"What to do if your Android phone is already infected?

\/ \/ \/ \/ \/ \/ \/

If you suspect your phone already has malware on it, then don't panic. All hope is not lost. There are ways you can isolate and even get rid of it. It's simpler than it sounds. In fact, we've got a ready just for you. Go check it out." The link is: https://www.avg.com/en/signal/android-app-safety

Just some suggestions. Of course they aren't free.

Re: Cell cervice dropping

steff12321 — Mon, 08 Apr 2019 19:12:36 GMT

@karmask Save your $$$ and read this article: https://www.techadvisor.co.uk/how-to/google-android/antivirus-android-3668607/