Cellular options blank

[kwhitney]

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

[CS_Agent]

Hi

When you inserted your SIM into another phone and it worked,

that means that Public Mobile services are working.

Regarding your phone, please visit a store and if it is possible it can be fixed.

Leonardo

[kwhitney]

I am trying your first suggestion to “reset all settings” … stand by will advise if that works

[kwhitney]

regarding your second suggestion, as mentioned my cellular options page is blank so I can’t choose “automatic”

[CS_Agent]

Hi

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

[CS_Agent]

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

[kwhitney]

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

[kwhitney]

No. It’s was off upon entering Canada 

[kwhitney]

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

[kwhitney]

I turned off before entering the US

[CS_Agent]

Thank you!

[kwhitney]

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. 

[softech]

Thanks @CS_Agent  for stepping in.

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

[CS_Agent]

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

[softech]

@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

[kwhitney]

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

[kwhitney]

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

[esjliv]

@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

[cellphoneuser1]

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@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

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

[darlicious]

@kwhitney 

Do you have airplane mode on?

[BKNS27]

@kwhitney 

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

[dust2dust]

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

[kwhitney]

(iPhone 6 plus)