topic Re: Service not working suddenly on iPhone 11 & 12 in Get Support

Service not working suddenly on iPhone 11 & 12

modugnot — Thu, 06 Jan 2022 08:15:38 GMT

Yesterday, all of a sudden my service stopped. I use an iPhone 11 as my main phone and it worked fine for months since I joined PM. All of a sudden yesterday the network says: phone not allowed.

- I've contacted PM Support as well as Apple.

- I've also followed all of the steps as outlined by Apple and PM.

- Other sim cards work in my phone

- The PM sim card works in my OLD phones (5C and 7).

- My new phones are both from Apple with no carrier lock.

- My new phones are not blacklisted.

- I bought a new sim card and tried it. No dice. Still no service.

- Has anyone else run into these issues with PM and an iphone 11 or 12?

Thank you.

Re: Service not working suddenly on iPhone 11 & 12

TheGx — Tue, 24 Aug 2021 17:33:04 GMT

@modugnot :You've done most that I can think of, so hopefully Public and Apple can help you figure this out.

I know few people with Public with Apple 12 phone and they have no issues...

Re: Service not working suddenly on iPhone 11 & 12

modugnot — Tue, 24 Aug 2021 17:33:41 GMT

I had no issues up until yesterday.

Re: Service not working suddenly on iPhone 11 & 12

softech — Tue, 24 Aug 2021 17:34:17 GMT

@modugnot do you have another working SIM from another provider you can test on this iPhone?

did you get this iPhone from a carrier when it was new? or you buy it from private sell? just hope the phone is not blacklisted

Re: Service not working suddenly on iPhone 11 & 12

modugnot — Tue, 24 Aug 2021 17:34:51 GMT

I mentioned all that in my post.

Re: Service not working suddenly on iPhone 11 & 12

BlueB — Tue, 24 Aug 2021 17:43:09 GMT

@modugnot

Sounds like you've done quite a bit of troubleshooting already, awesome! To confirm that it doesn't work, you've tried dialing 611 as well, correct? If other SIM cards don't work- both from other accounts and new ones, I'd reach out to a CS Agent (staff) via SIMon chatbot (chat bubble, lower-right corner) and open a ticket... it sounds like your account may possibly have a problem (despite working on older phones). Very strange problem! Alternatively, you can contact them here but is usually slower to authenticate separately.

Re: Service not working suddenly on iPhone 11 & 12

softech — Tue, 24 Aug 2021 17:40:18 GMT

@modugnot yes, I missed some of the steps you tried

Since the SIM is working on another phone, it is not a outage issue

You contacted PM? did they explicitly confirm that the phone is not blacklisted?

You tried Network reset? If still fail, I think it is time to try a full Factory Reset (I know it is painful).

Re: Service not working suddenly on iPhone 11 & 12

Anonymous — Tue, 24 Aug 2021 18:00:49 GMT

@modugnot

do one thing Make sure your phone is off before removing your SIM card,

and do rebooting your phone take your SIM card out and waiting for a 2 minute and put it back and turn on -This one is quick and simple.

what is mean for Rebooting the phone means to turn off your phone and turn it back on again.

or can you do try reseat the SIM card

1. power off your device

2. take out the SIM card,

3. wipe it clean SIM card,

4. put it back and power on,

5. toggling airplane mode off/on,

and do again Rebooting your phone means to turn off your phone and turn it back on again.

Re: Service not working suddenly on iPhone 11 & 12

softech — Tue, 24 Aug 2021 17:42:49 GMT

@modugnot hey, the PM Sim you tried on your other phone was the "new" sim you got, right?

just want to confirm SIM Swap did completed successfully

Also, "Phone not allowed" is the exact error message showing on the screen?

Re: Service not working suddenly on iPhone 11 & 12

modugnot — Tue, 24 Aug 2021 17:43:47 GMT

I already did all that.

Re: Service not working suddenly on iPhone 11 & 12

Anonymous — Tue, 24 Aug 2021 17:43:57 GMT

@modugnot

can you reset network settings on an IPhone

Go to Settings > General > Reset > Reset Network Settings.

This also resets Wi-Fi networks and passwords,

or visit HERE

and go Changing APN Settings On An IPhone

click HERE

and do rebooting your phone

what is mean for Rebooting the phone means to turn off your phone and turn it back on again.

Re: Service not working suddenly on iPhone 11 & 12

softech — Tue, 24 Aug 2021 17:46:45 GMT

@modugnot I searched around and these are the other things that people tried and worked

1. manually select the network instead of letting it choose automatically

2. try changing to 3G only and then choose the network manually

Re: Service not working suddenly on iPhone 11 & 12

BlueB — Tue, 24 Aug 2021 17:46:46 GMT

@modugnot

If you've done all that - what exactly happened when you called 611, and what have the CS Agents said?

Re: Service not working suddenly on iPhone 11 & 12

BlueB — Tue, 24 Aug 2021 17:48:03 GMT

@softech wrote:
@modugnot I searched around and these are the other things that people tried and worked

1. manually select the network instead of letting it choose automatically
2. try changing to 3G only and then choose the network manually

@softech

That's actually a great suggestion... that solved someone else's "random and unexplained" problem recently! 🙂 Would love to know if this fixes it here too!

Re: Service not working suddenly on iPhone 11 & 12

modugnot — Tue, 24 Aug 2021 17:59:14 GMT

The new sim doesn't work. I still see the "phone not allowed" message on my iPhone 11 & 12. The new sim works on my old iPhone 7, as did the old one.

Petro Canada sim works on all phones.

Re: Service not working suddenly on iPhone 11 & 12

Anonymous — Tue, 24 Aug 2021 18:11:21 GMT

@modugnot wrote:
- The PM sim card works in my OLD phones (5C and 7).

update @modugnot

is the issue is not with public mobile SIM card

the issue with your device, because you say is working with another device.

i think if you do factory reset iphone maybe is will working or if you have a warranty make call to apply to replacement your device for free if you have remains date for the warranty..

or you can try do factory reset iphone if you like it,

Re: Service not working suddenly on iPhone 11 & 12

softech — Tue, 24 Aug 2021 18:29:45 GMT

You have a chance to try Manual network select yet?

it it still fail , you really need to try a Factory Reset on the iPhone if you have not done so. After the reset, try to plug it in on a computer again with launch iTune. Try to get all the latest updates as well as the Carrier profile again and see how it goes

Re: Service not working suddenly on iPhone 11 & 12

Anonymous — Tue, 24 Aug 2021 18:34:10 GMT

@modugnot

How to erase your iPhone visit Here

Enter your serial number to Check your warranty visit Here .

Re: Service not working suddenly on iPhone 11 & 12

BKNS27 — Wed, 25 Aug 2021 01:17:14 GMT

@modugnot

Looks like you tried everything I would have thought of.

The only other thing I can think is the IOS updates but don’t think it would make a difference but is it 14.7.1?

You might have to connect to iTunes and see what is indicates or bring it into the Apple Genius Store.

Re: Service not working suddenly on iPhone 11 & 12

softech — Wed, 25 Aug 2021 01:27:36 GMT

I agree with @BKNS27 that OP probably should bring it to Apple Store. I understand OP has contacted Apple, but I assume it was just an online support? hopefully bring it to a store and they can better troubleshoot the issue..