topic Re: SIM won't connect in iPhone in Get Support

SIM won't connect in iPhone

RyGirl — Wed, 05 Jan 2022 20:44:17 GMT

I cannot get my iPhone XR working with my new Public Mobile SIM I ordered from PM last week (love the $5 promo).

I tried everything:

- The iPhone has the latest software (iOS 13.6.1)

- I tried "Reset Network Setting" (multiple times)

- I've rebooted, re-inserted SIM, Wi-Fi on/off, Airplane mode, etc, etc - no luck

- The phone is unlocked according to IMEI24.com

- Cellular Data is on and Network Selection shows as Public Mobile.

- It shows the 4 bars on the top right corner of the screen. At points I've seen it show LTE and 3G too.

SIM tests:

1. I tried the SIM card from the iPhone in my android phone and it works fine. It's not the SIM.

2. I tried 2 other working Public Mobile SIM cards in the iPhone - it didn't work.

3. I tried a Bell SIM card in the iPhone and it worked right away.

Why O why will Public Mobile SIM cards not work in this iPhone?

Re: SIM won't connect in iPhone

kb_mv — Tue, 01 Sep 2020 13:59:21 GMT

@RyGirl This may seem like a silly question, but are you positive the phone is unlocked? What was the last provider (Bell perhaps?) / where did you get the phone?

Welcome to PM, I'm sure you will get the correct help in no time.

Re: SIM won't connect in iPhone

hairbag1 — Tue, 01 Sep 2020 14:03:04 GMT

~~Try Airplane mode for a minute...then turn Airplane mode off. Restart phone.~~

I see you've tried that !

Sounds like maybe it's still locked to a previous cell network then.

Re: SIM won't connect in iPhone

gblackma — Tue, 01 Sep 2020 14:00:14 GMT

@RyGirl it seems that you phone may be locked to Bell. Contact them and ask them to unlock it for you.

Then sync to iTunes
1. Insert new working SIM - do not turn phone on (if SIM is already in, turn off)
2. Connect to computer with USB cable.
3. Start iTunes if it doesn't auto run
4. iPhone will switch on. Wait until iTunes registers it and checks for updates
5. Install the carrier profile update (if offered, if not, go to step 6)
6. Disconnect and restart. From @luddite.

Welcome to PM. Stay safe.

Re: SIM won't connect in iPhone

Triguy — Tue, 01 Sep 2020 14:00:28 GMT

Was your iPhone used with another provider ? Sounds like your phone maybe locked.

Re: SIM won't connect in iPhone

Dunkman — Tue, 01 Sep 2020 14:19:22 GMT

@RyGirl

Make sure that your phone is unlocked. May want to call Bell to make sure.

If unlocked, maybe sign out of your Apple ID and sign back in. Is your eSIM card activated previously?

Re: SIM won't connect in iPhone

RyGirl — Tue, 01 Sep 2020 14:32:35 GMT

Thanks for the quick replies.

I bought the phone used (Kijiji), but it's in mint condition and the person claims it was unlocked. I've tried 2 different IMEI online services and both indicate it's unlocked.

I'll guess try contacting Bell and report back here.

Re: SIM won't connect in iPhone

Anonymous — Tue, 01 Sep 2020 14:36:29 GMT

@RyGirl wrote:
Thanks for the quick replies.

I bought the phone used (Kijiji), but it's in mint condition and the person claims it was unlocked. I've tried 2 different IMEI online services and both indicate it's unlocked.

I'll guess try contacting Bell and report back here.

Did you check devicecheck.ca or even the checker under Get Started up top?

Re: SIM won't connect in iPhone

gblackma — Tue, 01 Sep 2020 14:43:00 GMT

@RyGirl sync to iTunes
1. Insert new working SIM - do not turn phone on (if SIM is already in, turn off)
2. Connect to computer with USB cable.
3. Start iTunes if it doesn't auto run
4. iPhone will switch on. Wait until iTunes registers it and checks for updates
5. Install the carrier profile update (if offered, if not, go to step 6)
6. Disconnect and restart. From @luddite.

Re: SIM won't connect in iPhone

RyGirl — Tue, 01 Sep 2020 15:15:50 GMT

No luck signing in/out of Apple ID.

The sim card is brand new, purchased directly from Public Mobile. I bought 2 and my other activation (on an android phone) worked with no issues.

Re: SIM won't connect in iPhone

RyGirl — Tue, 01 Sep 2020 15:23:33 GMT

Devicecheck.ca confirms it's not lost/stolen or blacklisted. As for Get Started, I did everything (I setup an android phone the same day with no issues).

Also, I just got off online chat with Bell. The confirmed for me that my device is NOT locked to them. The had no record of my IMEI.

I'm back to square 1. I have 3 different PM SIM cards that do not work on this iPhone, but my Bell SIM (I use for work) does. I guess I'll try a Rogers SIM for "fun".

P.S. The iPhone XR is pretty new (1.5yrs I think). Shouldn't all recently new phones be unlocked in Canada now?

Re: SIM won't connect in iPhone

hairbag1 — Tue, 01 Sep 2020 15:24:38 GMT

@RyGirl wrote:
No luck signing in/out of Apple ID.

The sim card is brand new, purchased directly from Public Mobile. I bought 2 and my other activation (on an android phone) worked with no issues.

The sim cards are fine...something is amiss with your phone. Go to the top of this page and click Get Started, then scroll down to make sure phone is Compatible and you can check if it's been blacklisted somehow.

Re: SIM won't connect in iPhone

Anonymous — Tue, 01 Sep 2020 15:25:50 GMT

@RyGirl wrote:
Devicecheck.ca confirms it's not lost/stolen or blacklisted. As for Get Started, I did everything (I setup an android phone the same day with no issues).

Did you open up the little compatibility checker arrow and below that is the lost/stolen checker for this place.

Re: SIM won't connect in iPhone

RyGirl — Tue, 01 Sep 2020 15:37:32 GMT

Yup. Compatible and not blacklisted.

Re: SIM won't connect in iPhone

RyGirl — Thu, 03 Sep 2020 11:12:04 GMT

I sync'ed with iTunes. No prompt for a carrier profile update. Did the check for software updates and diagnostic checks. Still no luck 😫😡

Re: SIM won't connect in iPhone

hairbag1 — Tue, 01 Sep 2020 15:46:41 GMT

@RyGirl wrote:
Yup. Compatible and not blacklisted.

If the phone works with a Bell sim...then it's likely been used on a Bell network and seems to be locked to Bell. Customer support over at Bell should be able to provide info on how to free it up for use at PM. Ask for a supervisor to assist.

Re: SIM won't connect in iPhone

popping — Tue, 01 Sep 2020 15:44:49 GMT

@RyGirl

Read this thread on how to get iPhone working.

https://productioncommunity.publicmobile.ca/t5/Phones-Hardware/FYI-iOS-and-APNs/m-p/323118

Re: SIM won't connect in iPhone

gblackma — Tue, 01 Sep 2020 15:44:59 GMT

@RyGirl so its working now? The iTunes worked? Thanks. Stay safe.

Re: SIM won't connect in iPhone

brettster99 — Tue, 01 Sep 2020 16:19:15 GMT

@gblackma I think she meant that there were no updates and still isn’t working.

@RyGirl I also have an IPhone XR

You have said you tried restarting the phone. Taking SIM out and putting in another phone and it worked.

This is weird question but do you know where the iPhone XR came from? Because certain phone models aren’t compatible. For example phones bought in the US on certain carriers like Sprint are not compatible on Canadian networks. If you got it say from T-Mobile it should work as an example.

Thats the only logical solution I can think of because this is for sure an original problem I seen here

Re: SIM won't connect in iPhone

popping — Tue, 01 Sep 2020 16:35:34 GMT

@brettster99

OP tested the iPhone with a Bell SIM and the iPhone works.

Since Bell and Telus are sharing cell towers, it should work with PM on Telus network.

I think OP iPhone is not getting the correct PM carrier file to configure it.

@RyGirl

Create a moderator support ticket for help using this link https://publicmobile.ca.ada.support/chat/

Ask moderator to send a PM carrier file to your iPhone.