Will not connect to network

[eonderh2o]

I just got a unlocked refurbished iPhone 11, phone will not connect to the public mobile network. I can make the odd outgoing call but only with wifi assist, I have tried reinstall my phone but still does not work, what can I do to get it working again?

[CountyDownIeUk]

Do a full reset on phone. Then try. 

[darlicious]

@eonderh2o 

Best to act fast. Here is bestbuys's marketplace return policy....

Return Policy

Finding a product return policy

To review a specific return policy for a product, simply select the ‘Seller Return Policy’ tab on the product page, under the product details tab.

Please note we do not accept in-store returns for Marketplace products.

Learn more about returning Marketplace products

When returning a Marketplace product please note

It must be unassembled and still in the original packaging

Return shipping costs will be paid by the seller for all cases where the product is defective, damaged, or incorrect

For other cases (e.g. you changed your mind), you will be responsible for this cost

Here is more info directly from Gadget Source....

https://gadgetsourceusa.com/pages/refund-policy

[hycm53]

---

@eonderh2o wrote:

VPN is not selected 

---

There's a post someone was in oversea for a while, when came back put PM sim card in, there's a same problem as you, and someone suggested to remove or delete VPN profile, and the problem was fixed. So if there's VPN profile or setting in your phone, you can try remove or delete it. 

[eonderh2o]

Thank you for trying to help. 

[softech]

---

@eonderh2o wrote:

I am thinking it is the phone as well, purchased through Best Buy online, I see it was sold and shipped by Gadget source, I did email them last night, will see if they respond…

---

@eonderh2o   if it is sold and shipped by Gadget source, it is a marketplace transaction.  

Push them for a refund or exchange.  Escalate with BestBuy and see if they can help. 

Good Luck and let us know how it turns out

[eonderh2o]

I am thinking it is the phone as well, purchased through Best Buy online, I see it was sold and shipped by Gadget source, I did email them last night, will see if they respond…

[softech]

---

@eonderh2o wrote:

Tried automatic as well as selecting public mobile, powered down the phone and restarted, still not working.

---

@eonderh2o   I still suspect it is either a faulty phone or problem with Bestbuy Marketplace's private seller

can you ask for exchange or refund? 

[eonderh2o]

VPN is not selected 

[eonderh2o]

Tried automatic as well as selecting public mobile, powered down the phone and restarted, still not working.

[hTideGnow]

Hi @sheytoon  want to guess who that member is...

[sheytoon]

Guys, read the posts. He's already tried resetting, and another SIM doesn't work in the phone. His SIM works fine in another phone.

It's pretty clear this is a defective phone.

[CGO]

in the case, you may reset phone default, reinsert sim and select PM as provider, first check the calls. if can't call via PM, you may borrow another sim and try on your phone. it might be phone issue.

[softech]

@eonderh2o  did you got the phone from Best Buy store? or Best Buy online and sold by Best Buy? or via Best Buy Marketplace and sold by others?  

Look like you have tried quiet a bit with PM Sim card,  did you try with other active sim card from another providers? 

[sheytoon · Accepted solution]

Unfortunately it seems you have a faulty phone. I would try returning it asap. Do you know if you bought from actual Best Buy, or marketplace? Be careful with Best Buy marketplace. It's 3rd party sellers, similar to eBay.

Good luck!

[hycm53]

@eonderh2o 

Clear VPN setting or remove VPN profile on your iPhone 11. 

[HALIMACS]

@eonderh2o 

Under your settings / network connections, is it set to automatic?

Deselect "automatic" option to choose to manually connect network to the other options listed.

Try if services now function. 

[computergeek541]

---

@BKNS27 wrote:

@eonderh2o 

Last thing to check is the APN settings.

Settings>Cellular>Cellular Network.

See if it matches:

https://www.publicmobile.ca/en/bc/get-help/articles/set-up-data-on-an-iphone 

---

APN settings are only for data. They do nothing for the actual connection to the network, nor would they fix the issue of phone calls not working.

[eonderh2o]

I have done that a couple time, no change

[BKNS27]

@eonderh2o 

Strange, last thing to do is to do a factory reset but backup up the phone first.

[eonderh2o]

Model number of the phone? MWLT2J/A, iPhone 11

[dust2dust]

I'm puzzled about the 3G only. Services should work but it doesn't seem right. And how about that exact model #?

[eonderh2o]

Sorry that’s what I meant, power it off, leave it for 5 minutes and power it back up

[BKNS27]

@eonderh2o 

Restarting doesn’t do it. You need to power off the phone (hold down the power button and power off) and power back on with the Apple logo to reboot.

[eonderh2o]

Any changes I made I would power the phone down and restart it

[BKNS27]

@eonderh2o 

Did you reboot your phone after changing the APN?

If the SIM worked in another phone it is either the provisional issue with the SIM or the phone.

Maybe try contacting a CS_Agent to look into it for you before contacting the 3rd party seller on BestBuy website.

[eonderh2o]

It only shows 3G I have reset the network and reinstalled the phone, nothing changes

[dust2dust]

How about networks? Can you set it to LTE or 4G? What is the specific model #? Maybe it's set to CDMA or something. Can you reset network settings?

[JK8]

@eonderh2o 

Maybe @computergeek541 or @softech has some suggestions.

[eonderh2o]

Tried that too, no change

[JK8]

@eonderh2o 

Can you toggle airplane mode on/off.