topic Re: loss of service in Get Support

loss of service

Momma22 — Thu, 06 Jan 2022 08:34:43 GMT

Hello,

My son continually loses phone service in an area where coverage is provided. His friends always have service but not sure who they have for providers but why can't he? We tried to turn the phone off and on for a refresh but no luck. He does have wifi but no SIM card service for texting or making calls.

Thank you in advance. 🙂

Re: loss of service

Dunkman — Fri, 22 Oct 2021 14:14:21 GMT

@Momma22

Public mobile uses with Telus or Bell cell towers so in general reception is good. However, in certain areas, other mobile company reception may be better.

Try to manually select your son's phone to the 3G network (instead of LTE or auto). In some areas, the 3G network with Public mobile offers better reception and even faster data speeds.

Re: loss of service

Anonymous — Fri, 22 Oct 2021 14:16:09 GMT

@Momma22 : Whereabouts are you? What phone? Can you try switching network type to any of 3G/UMTS/WCDMA/HSPA.

Re: loss of service

Momma22 — Fri, 22 Oct 2021 14:16:32 GMT

Thank you!! I will see if I can get that to work. It would be nice to be able to have that fixed.

Re: loss of service

Momma22 — Fri, 22 Oct 2021 14:18:10 GMT

Hello, We are in Nova Scotia. He has an iPhone...not a fan of them but that's what he wanted. I will see what I can do. 🙂

Re: loss of service

Momma22 — Fri, 22 Oct 2021 14:20:41 GMT

We are in Nova Scotia. He has an iPhone which I am not a fan of but that's what he wanted. I will take a look later today and see if it works. Thank you!

Re: loss of service

t_p — Fri, 22 Oct 2021 15:30:35 GMT

@Momma22 wrote:
Hello,

My son continually loses phone service in an area where coverage is provided. His friends always have service but not sure who they have for providers but why can't he? We tried to turn the phone off and on for a refresh but no luck. He does have wifi but no SIM card service for texting or making calls.

Thank you in advance. 🙂

@Momma22

You can also try these tips:

1) Put the SIM card in another phone (an android is fine too) to see if all features work.

2) Check and install all system/software updates available for the phone.

3) Do a Reset network settings.

Keep us posted and we'll see if we can suggest something else.

Re: loss of service

Momma22 — Fri, 22 Oct 2021 16:22:07 GMT

Well, I looked at his phone and there isn't any other option on that but to leave it on auto. When I turn it off it gives the option to choose another network but of course, there is no service when one of them are selected.

Re: loss of service

Momma22 — Fri, 22 Oct 2021 16:23:21 GMT

Hello again. I looked at his phone a little bit ago and the only option is to turn auto off and then there is the option to change to another network but of course, it wouldn't work on another network.

Re: loss of service

Anonymous — Fri, 22 Oct 2021 16:27:43 GMT

@Momma22

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 try manually selecting network "3G ONLY"

for iPhone visit Here link

or Here link

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 you can try to reset network settings and Changing APN Settings

For 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,

Select the brand and model of your phone, After doing so, you will be provided with the exact APNs required for your phone on our network.

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

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:
- Monday to Sunday: 6 AM to 10 PM EST
Check your private message inbox (click on the envelope top right of your screen)

Good Luck..

Re: loss of service

Momma22 — Fri, 22 Oct 2021 16:29:21 GMT

Thank you! I will try those steps and see how it goes. As for the other one, that is what i tried earlier and there isn't an option to change between those options. 😞 It is an iPhone 6

Re: loss of service

Anonymous — Fri, 22 Oct 2021 16:46:08 GMT

@Momma22 wrote:
Thank you! I will try those steps and see how it goes. As for the other one, that is what i tried earlier and there isn't an option to change between those options. 😞 It is an iPhone 6

@Momma22

can you test SIM card in another device to check it out is issue from SIM card or device.

Re: loss of service

computergeek541 — Fri, 22 Oct 2021 21:11:05 GMT

@Momma22 wrote:
My son continually loses phone service in an area where coverage is provided. His friends always have service but not sure who they have for providers but why can't he? We tried to turn the phone off and on for a refresh but no luck. He does have wifi but no SIM card service for texting or making calls.

If the suggestion of trying your SIM card in another phone doesn't help, you may wish to consider another carrier (usually Rogers because going to Bell, Virgin, Lucky, Telus, Koodo, etc. won't improve things). Some phones do have a slighty better antenna than others, but that doesn't necessarily mean that there is anything wrong with the current device.

Re: loss of service

darlicious — Fri, 22 Oct 2021 20:44:00 GMT

@Momma22

Has this always been an issue with the iPhone or more recent? Is the mobile data unaffected? You mention that both calls and texts are affected so this is not related to 3G only service as texts work both on 4G LTE and 3G networks. Where did you acquire the iPhone? Have you tested the sim card in another phone? This helps determine if it's a device or pm/sim card issue.