topic Re: No service for 48 hours in Get Support

No service for 48 hours

Marc_NL — Thu, 06 Jan 2022 08:33:28 GMT

I’m a long-time customer, grandfathered on one of the old 90-day plans, living in St. John’s, NL. I’m running an iPhone 12 Pro, iOS 15.0.2. Since Friday I have no cellular or mobile data service at all. Only Wi-fi works.

1)It’s not a tower issue because it doesn’t change when I drive elsewhere.

2) I have tried rebooting my phone/airplane mode/setting it to 3G only. Nothing.

3) Removing the SIM and rebooting the phone makes it pick up the network for about a second, at 1 bar strength, then it quits again.

I don’t have another SIM to try, unfortunately. At this point I’m about out of ideas.

Re: No service for 48 hours

HALIMACS — Sun, 17 Oct 2021 16:05:25 GMT

@Marc_NL

Could you have reached your data allotment limit for this cycle?

Check your account self-serve to see. While there, check account status if "active".

Does your calling and texting (both in and out) work?

Re: No service for 48 hours

ShawnC13 — Sun, 17 Oct 2021 16:06:27 GMT

@Marc_NL wrote:
I’m a long-time customer, grandfathered on one of the old 90-day plans, living in St. John’s, NL. I’m running an iPhone 12 Pro, iOS 15.0.2. Since Friday I have no cellular or mobile data service at all. Only Wi-fi works.

1)It’s not a tower issue because it doesn’t change when I drive elsewhere.
2) I have tried rebooting my phone/airplane mode/setting it to 3G only. Nothing.
3) Removing the SIM and rebooting the phone makes it pick up the network for about a second, at 1 bar strength, then it quits again.

I don’t have another SIM to try, unfortunately. At this point I’m about out of ideas.

@Marc_NL, when did you do the update to 15.02 could it have been right after that update that you started to experience the service issues?

Re: No service for 48 hours

Marc_NL — Sun, 17 Oct 2021 16:07:08 GMT

Nope, not the issue. I have regular data left, plus a couple promo add-ons that I haven’t touched. Also this issue is affecting my voice service as well.

Re: No service for 48 hours

Triguy — Sun, 17 Oct 2021 16:07:52 GMT

Try calling 611 or log into your account to check your status. If you still need assistance then submit a ticket.

Here’s when and how to contact our Customer Support Agents:

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to our Agents. Click here to get started.
Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.

Re: No service for 48 hours

Marc_NL — Sun, 17 Oct 2021 16:09:16 GMT

I only updated today, to try and fix the issue. It started when I was on 15.0.1. Now is it due to iOS 15 in some other way? I entertain that possibility, but I don’t know how to prove or eliminate it.

Re: No service for 48 hours

Camera4617 — Sun, 17 Oct 2021 16:21:19 GMT

@Marc_NL wrote:
I only updated today, to try and fix the issue. It started when I was on 15.0.1. Now is it due to iOS 15 in some other way? I entertain that possibility, but I don’t know how to prove or eliminate it.

I'm running iOS 15.0.2 and it is working fine.

Re: No service for 48 hours

hairbag1 — Sun, 17 Oct 2021 16:44:47 GMT

@Marc_NL....can you please confirm if your plan is still Active as previously asked for. You can find that easily by just dialing 611.

It sure sounds like your plan didn't renew. Are you sure your on-file credit card hasn't expired ?

Re: No service for 48 hours

Anonymous — Sun, 17 Oct 2021 17:19:15 GMT

@Marc_NL

go sign in to Self-Serve, to review your account status Active or ?

you can try reseat the SIM card and Make sure your phone is off before removing your SIM card,

1. power off your device

2. take out the SIM card,

3. waiting a 1 minute,

4. put it back and power on,

5. toggling airplane mode off/on,

and do Rebooting your phone,

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

and try manually selecting network "3G ONLY" or WCDMA only,

for iPhone visit Here link

or Here link

and do Rebooting your phone

This is quick and simple,

and you can try to 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 link,

and go Changing APN Settings On An IPhone

click Here link,

Ensure you have the correct APN settings by visit Here link,

and if still not fix it you Have To Submit a Ticket To Contact Customer Support Agent by CS_Agent ,

Explain your issue to they can solve your issue, they are nice service Team the will help you 100%.

Here’s How To Contact Customer Support Agent by CS_Agent, and Submit a Ticket

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Support Agent by CS_Agent,Click Here link,to get started.

or you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,
You’ll need to be logged in to your Community account for the link to work.

please include in your message,
your account number,
your phone number,
your account 4 digit pin,
your Email address,

Customer Support Agent by CS_Agent, will Response to your inbox by private message
During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
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Check your private message inbox (click on the envelope top right of your screen)

Good Luck..

Re: No service for 48 hours

softech — Wed, 27 Oct 2021 18:56:42 GMT

@Marc_NL you can't even make outgoing calls or receiving in coming calls?

do you have another phone you can put your SIM in and test it out? Just to confirm if it is a device issue or account.

did you buy this iPhone from retails or you buy it off private sell ? did you confirm if your phone is clean on Check the Status of Your Device in Canada - DeviceCheck.ca ?

did you try a network reset?

[Blacklisted sadly ...... Luddite]

Re: No service for 48 hours

Yummy — Sun, 17 Oct 2021 16:58:25 GMT

Will you be able to check APN SETTING iPhone? Maybe some background updates changed settings?

Changing APN settings on an iPhone click HERE.

Re: No service for 48 hours

Anonymous — Sun, 17 Oct 2021 17:02:48 GMT

@Yummy : APN won't do anything for this problem.

Re: No service for 48 hours

Yummy — Sun, 17 Oct 2021 17:06:57 GMT

@Anonymous wrote:
@Yummy : APN won't do anything for this problem.

OK. Teach me please. WHY APN has no effect on this issue?

Phone is not working, no calls/SMS/data. Could this be hardware issue or service is completely down in NL?

Re: No service for 48 hours

Anonymous — Sun, 17 Oct 2021 17:11:17 GMT

@Yummy : APN is just for data purposes. His problem has moved beyond that. Several possibilities have been offered. We'll see if he reports back with any updates.

Re: No service for 48 hours

esjliv — Sun, 17 Oct 2021 17:48:15 GMT

@Marc_NL wrote:
I’m a long-time customer, grandfathered on one of the old 90-day plans, living in St. John’s, NL. I’m running an iPhone 12 Pro, iOS 15.0.2. Since Friday I have no cellular or mobile data service at all. Only Wi-fi works.

1)It’s not a tower issue because it doesn’t change when I drive elsewhere.
2) I have tried rebooting my phone/airplane mode/setting it to 3G only. Nothing.
3) Removing the SIM and rebooting the phone makes it pick up the network for about a second, at 1 bar strength, then it quits again.

I don’t have another SIM to try, unfortunately. At this point I’m about out of ideas.

@Marc_NL

Just to be safe, log into your Self Serve account, and in the My Profile section go under Change Sim Card.

Check that the 4 digits listed there MATCH the last 4 digits of your actual SIM card number in your phone.

IF yes - GREAT.

IF no, than there may have been some fraudulent activity on your account.

DO:

List your phone in lost/stolen status through your Self Serve account
Check your banking and other financials
Submit a TICKET with CSA, submit a ticket here

Re: No service for 48 hours

Marc_NL — Sun, 17 Oct 2021 20:40:39 GMT

Ok, first a big thank you to everyone. I’m always impressed by how active and helpful folks are here.

Summary:

- No voice, text, or data service, going on 2 days.
- Tried all the simple things listed in other threads, no change

- APN is set correctly, sp.mb.com.

- SIM number is correct in my account, which is in good standing. The phone is not blacklisted or stolen, as far as I can tell. I did buy it used, though.
(Drum roll…)

- The SIM works perfectly in my daughter’s old 6S max.

So the problem is in my phone? That makes no bloody sense, except that with systems of this complexity nothing is really off the table.

And:

- Resetting network settings did not fix the problem.

So now what? I’ve sent a PM to the mods, awaiting a response.

Re: No service for 48 hours

esjliv — Sun, 17 Oct 2021 20:51:02 GMT

@Marc_NL great trouble shooting!

Have you performed a Reset of your phone's Network Settings. I would try that next.

Curious, what does it show under your Mobile Network Connection area under your settings?

Last resort a Factory reset. but make sure to back up your phone first.

Re: No service for 48 hours

Anonymous — Sun, 17 Oct 2021 20:55:17 GMT

@Marc_NL

you can try to do Erase all content and settings
and back up iPhone before erasing it.

Erase iPhone - Apple Support

How to Erase all content and settings,

How to Backup,

Re: No service for 48 hours

Marc_NL — Sun, 17 Oct 2021 21:08:35 GMT

Yup, network reset tried and did nothing.

I can’t find the “Mobile Network Connection” field you mention.

And evidently I’d rather not have to wipe and restore everything. But I don’t think there’s much left.

Re: No service for 48 hours

esjliv — Sun, 17 Oct 2021 21:21:32 GMT

@Marc_NL yeah I don't blame ya about doing a Factory Reset, but sometimes there is no other choice.

Hey, did you try your daughter's SIM in your phone? Does it work ?

Try manually selecting Public Mobile under network operators.