No service

[Mi21]

Hi,

mom hasn’t had service for while.   She travelled here and could have used her phone.  It wasn’t good.    I took out the SIM card and put it back in.  Reset the network settings.  She has paid her bill.  Any idea what’s up?

[HALIMACS]

@Mi21 

How long is "awhile"?

What messaging does she hear when she dials 611 from the device with her Public Mobile SIM card in it?  It'll play an announcement regarding account status when doing that.

[softech]

HI @Mi21 

both data and voice not working or just data?  what kind of phone is that?

did she use the phone overseas?  Check the VPN screen on the phone and delete any VPN profiles there

and check the sim manager, make sure PM sim card is enabled (and if iPhone, make sure the PM sim is set as Primary and "Turn on this line" is enabled)

also, test her sim card in another phone to rule out a device issue

[Phil_Adelphus]

@Mi21   Are you able to try the sim in another phone, and a known working sim in her phone to narrow it down?  Have you checked her account status?