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

[dust2dust]

I seem to recall some reports of antenna issues with some phones. Did the phone possibly take a spill that might have rattled the antenna off it's place? Perhaps even just the jostling around on the move while traveling. Only an Apple store would be able to figure that out unless you're able to open the thing up yourself.

[softech]

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@kwhitney wrote:

After I do the factory reset, should my phone automatically connect to my cellular service?

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@kwhitney it should, but if it is a hardware issue, then it still would not work.

That's why I suggest you to check with an Apple store for advise if you want to

But given that we tested everything, so far it is confirmed that it is not an account issue and very likely it is a device problem, it is a nature course of action to do a factory reset to refresh all the settings.  

[kwhitney]

After I do the factory reset, should my phone automatically connect to my cellular service?

[kwhitney]

Thank you for this

[srlawren]

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@kwhitney wrote:

No that was not the solution. I clicked that accidently

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FYI I have un-marked the solution since this is an ongoing issue.

It sounds like the issue is with your phone and not your SIM card or service, so as suggested the next step would be a factory reset, or visit an Apple store for help.  The latter might be worth the trip if you have one that's not too far away.  You can use the store finder https://www.apple.com/ca/retail/ or store list https://www.apple.com/ca/retail/storelist/ to check if you're unsure.

[softech]

@kwhitney   If you decide to try Factory reset, check the page I sent you from Apple

https://support.apple.com/en-ca/HT201274

[kwhitney]

The options on my iPhone 6 Plus are:

• reset all settings (tried this)

• erase all content and settings (haven’t tried)

• reset network settings (tried)

[softech]

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@kwhitney wrote:

Thanks. I’ve scrolled down to “carrier” and I see “not available”

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I wonder if it is a SIM tray issue and the phone not seeing the SIM card at all

You can choose to try Factory reset the phone

Or if there is an Apple store close by, go there and have them check again.  They have more sim cards to test (LoL) and they can advise further

[CS_Agent]

This is factory reset

[CS_Agent]

Hi

Settings, General, Reset, Erase all data

Leonardo

[kwhitney]

Thanks. I’ve scrolled down to “carrier” and I see “not available”

[softech]

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@kwhitney wrote:

Sorry, I don’t quite follow you. I’m in settings now. What do you want me to scroll down to?

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@kwhitney  Sorry, to check unlock or not:

1. Open the Settings app on the iPhone 
2. Scroll down and tap General.
3. Tap About.
4. Scroll to the bottom and look for Carrier Lock

[kwhitney]

Sorry, I don’t quite follow you. I’m in settings now. What do you want me to scroll down to?

[softech]

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@kwhitney wrote:

I agree. How do I do that?

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To Factory reset your iPhone, check this (but only do this after you backup everything, pictures, contact, etc.  You use iCloud, right?)

https://support.apple.com/en-ca/HT201274

[softech]

@kwhitney  Check one more thing on your iPhone to confirm if it is Carrier locked

Go to settings, about then scroll down.
if you see this, then it is unlocked

        Carrier Lock No SIM restrictions

But if you see:

        "SIM NOT SUPPORTED" and "INVALID SIM"

that could mean a locked iPhone

[kwhitney]

I agree. How do I do that?

[softech]

@kwhitney  but the fact that your sim working on another phone , but 2 other sims not working on your current iPhone, it shows it is a device issue

Do you have good backup with the iPhone?  the next thing to do is to Factory reset it

[darlicious]

@kwhitney 

What iOS version are you running? Is there a software update available?

[kwhitney]

No that was not the solution. I clicked that accidently

[softech]

@kwhitney   So, it was the airplane mode?

glad it is sorted out

[kwhitney]

Hello Leonardo. I appreciate your feedback however the phone itself was in perfect t working order before I left for the US. I simply shut off my cellular and wifi and powered down my phone before boarding my flight. 

[CS_Agent]

No problem!

[CS_Agent]

Hi 

The issue is the phone itself, in my opinion is damaged.

Leonardo

[kwhitney]

Thanks. Clicked that unintentionally 

[darlicious]

@kwhitney 

If airplane mode was not enabled you can change the solution by using the edit (arrow on the right side of the post)option and unmark the post as the solution.

[kwhitney]

Thanks. Just Checked and it has not been blacklisted 

[CS_Agent]

Hi

We have a SIM that, inserted into another phone is working

and we have a phone that can not connect with a network.

Before going in a store please do this if possible:

Settings, Cellular Data Options, enable and disable LTE

Settings, General, and all the way down, if you find Profile

enter and delete the profile inside.

Leonardo

[softech]

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@kwhitney wrote:

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. 

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@kwhitney   Your phone could have been blacklisted

check here

https://www.devicecheck.ca/check-status-device-canada/

[kwhitney]

I’ve done so

[kwhitney]

I have reset all settings and it is still searching for a cellular network (not connecting)