topic Re: Cellular options blank in Get Support

Cellular options blank

kwhitney — Fri, 24 Jun 2022 04:48:53 GMT

Turned off my phone during a visit to US and now that I’m back in Canada I can’t connect to cellular. Nor do I have any cellular options (options blank). Wifi works but cellular doesn’t connect to server

Re: Cellular options blank

kwhitney — Fri, 24 Jun 2022 04:50:41 GMT

(iPhone 6 plus)

Re: Cellular options blank

dust2dust — Fri, 24 Jun 2022 05:33:15 GMT

Did you turn it off there? Or before you left? Is the sim still in? Did you get a welcome to the US text?

Re: Cellular options blank

BKNS27 — Fri, 24 Jun 2022 05:37:55 GMT

@kwhitney

On the top right side, swipe down and the antenna symbol should be green. If not, just tap it so it turns green.

Re: Cellular options blank

darlicious — Fri, 24 Jun 2022 08:52:20 GMT

@kwhitney

Do you have airplane mode on?

Re: Cellular options blank

cellphoneuser1 — Fri, 24 Jun 2022 09:43:27 GMT

@kwhitney wrote:
Turned off my phone during a visit to US and now that I’m back in Canada I can’t connect to cellular. Nor do I have any cellular options (options blank). Wifi works but cellular doesn’t connect to server

Are you saying data isn't working or nothing's working?

Re: Cellular options blank

esjliv — Fri, 24 Jun 2022 10:21:23 GMT

@kwhitney - can you check that your public mobile account status is ACTIVE by logging into your Self Serve, or by calling 611 from your device, or by calling # 1-855-478-2542 from another line?

If the account is ACTIVE, perform a Reset of your device's Network Settings with the Public Mobile SIM card in your device.

This also resets Wi-Fi networks and passwords, cellular settings, and VPN and APN settings that you've used before.

To Reset Network Settings, begin by opening the Settings app. Next, tap General -> Transfer or Reset iPhone -> Reset -> Reset Network Settings. and enter your passcode.

Your iPhone will reset network settings and restart itself.

You could also try your SIM card into another phone.

If services work, then the issue is with your iphone 6.

If services do not work, and account is ACTIVE, try listing your phone into lost/stolen mode in your Self Serve account. Then go back to resume services. Log out, log back in. Restart your phone..

If issues persist, submit a ticket to CSA for assistance to check your account.

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Re: Cellular options blank

kwhitney — Fri, 24 Jun 2022 14:54:40 GMT

Thank you esjliv. I’ve just tried to reset now but cellular still shows “no service” and the options under cellular are blank.

Re: Cellular options blank

kwhitney — Fri, 24 Jun 2022 14:55:43 GMT

I have also tried removing the SIM card and reinstalling it however that didn’t work either.

Re: Cellular options blank

softech — Fri, 24 Jun 2022 14:59:02 GMT

@kwhitney You have another phone to test the PM SIM card? If so, try it there and see if it works

Also, can you get an active sim card from friend and test it on your iPhone and see if it works

Just want to confirm if it is a device issue or the account

Re: Cellular options blank

CS_Agent — Fri, 24 Jun 2022 15:02:52 GMT

Hi there,

In order to give you all the information you asked for, can you please authenticate

first, as my colleague asked you:

https://bit.ly/3xNMjKE

Thank you

Leonardo CS Agent

Re: Cellular options blank

softech — Fri, 24 Jun 2022 15:15:17 GMT

Thanks @CS_Agent for stepping in.

@kwhitney please authenticate and work with CS Agent to get the issue resolved

Re: Cellular options blank

kwhitney — Fri, 24 Jun 2022 15:17:59 GMT

So I tried the next step you’ve suggested and put my SIM card in my husband’s phone and it was able to connect with cellular. I also tried his SIM card in my phone and it also would not connect to cellular service.

Re: Cellular options blank

CS_Agent — Fri, 24 Jun 2022 15:18:48 GMT

Thank you!

Re: Cellular options blank

kwhitney — Fri, 24 Jun 2022 15:18:58 GMT

I turned off before entering the US

Re: Cellular options blank

kwhitney — Fri, 24 Jun 2022 15:21:43 GMT

The top right is my battery percentage. Left side of my indication of connectivity. It shows that the wifi is connected but also indicates “no service” for cellular

Re: Cellular options blank

kwhitney — Fri, 24 Jun 2022 15:22:21 GMT

No. It’s was off upon entering Canada

Re: Cellular options blank

kwhitney — Fri, 24 Jun 2022 15:24:14 GMT

Can I speak to an agent? I’m paying for cellular service but cannot connect?

Re: Cellular options blank

CS_Agent — Fri, 24 Jun 2022 15:25:51 GMT

Hi there,

I will look to your account after you will authenticate.

In the mean time, please go in settings, General, reset, reset all settings

Another one: settings, cellular, network selection, turn off automatic

and choose manually after all networks available are displayed.

Thank you

Leonardo

Re: Cellular options blank

CS_Agent — Fri, 24 Jun 2022 15:28:18 GMT

I also want to mention , if you put the SIM into another phone and it worked,

It is your phone that you have problems with.

The same conclusion when you put another SIM into your phone and didn't work

Leonardo