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No service for 48 hours

Marc_NL
Good Citizen / Bon Citoyen

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. 

1 ACCEPTED SOLUTION

Accepted Solutions

softech
Mayor / Maire

@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]

View solution in original post

33 REPLIES 33

HALIMACS
Mayor / Maire

@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?

 

ShawnC13
Oracle
Oracle

@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?

 


I am happy to help, but I am not a Customer Support Agent please do not include any personal info in a message to me. Click HERE to create a trouble ticket through SIMon the Chatbot *

Marc_NL
Good Citizen / Bon Citoyen

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. 

Triguy
Mayor / Maire

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.

Marc_NL
Good Citizen / Bon Citoyen

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. 

daki28
Model Citizen / Citoyen Modèle

@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. 

@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 ?

Anonymous
Not applicable

@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 

Spoiler
  • 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..

 

softech
Mayor / Maire

@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]