no connection after inserting sim card

[mikening]

Sim Card is activated by the store where I bought the sim card. I inserted the sim card and registered an account, but there is no response after I submited the phone number. I checked the phone status, it is showing phone network disconnected. My phone model is LG G5(LG-H831) Does anybody know what I did wrong? Thanks a lot.

[mikening]

I reset the phone and problem solved. Thanks a lot

[mikening]

Thank you very much. I reset the phone. Problem solved!

Appreciated.

[Luddite]

@mikening That error message happens very rarely. You should continue troubleshooting in case we can figure out how to get service tonight.

But I fear, you need assistance from the Moderator Team. Click this: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 to send a private message to the moderator team with a description of your 2 issues; i.e. can't access/create a self serve account and getting an error message "network status disconnected".

Usually they answer within in 24 hours, but can take a few days.

Do not send multiple messages, unless you have no response for 3 days. This increases the queue and adds to the time moderators take to locate all your messages.

Some additional ideas:

• sometimes LG phones will not connect properly to PM without a factory reset. Backup the phone before you try that.

• go to settings, then general - profile and delete any profiles

• Fido SIM no longer working suggests that an account has been created and the transfer completed, so you really need to find another unlocked phone to rule out your phone settings as the problem

[cavemantoronto]

---

@geopublic wrote:

---

@mikening wrote:

Sim Card is activated by the store where I bought the sim card. I inserted the sim card and registered an account, but there is no response after I submited the phone number. I checked the phone status, it is showing phone network disconnected. My phone model is LG G5(LG-H831) Does anybody know what I did wrong? Thanks a lot.

---

@mikening Known issue with LG G5 phones you need to reset the phone to factory default before connecting. Make sure you have a backup of your phone before resetting.

---

Only for data. Talk and text don't need that.

[geopublic · Accepted solution]

---

@mikening wrote:

Sim Card is activated by the store where I bought the sim card. I inserted the sim card and registered an account, but there is no response after I submited the phone number. I checked the phone status, it is showing phone network disconnected. My phone model is LG G5(LG-H831) Does anybody know what I did wrong? Thanks a lot.

---

@mikening Known issue with LG G5 phones you need to reset the phone to factory default before connecting. Make sure you have a backup of your phone before resetting.

[mikening]

can't be reset as I could not even find LG G5 in the list.

[GinYVR]

@mikeningWhat didn't you "it" in store? Activate the card? Try the card? Open an account ie talk to a clerk and use their iPads to submit information? Since we can't see what you are doing, it helps if you try out some of our suggestions.

[mikening]

I rebooted the phone, same as before.

my phone is unlocked from Fido. 

I tried my old sim card, it's disconnected.

Thanks for your reply.

[mikening]

I rebooted the phone, same as before.

my phone is unlocked from Fido. 

I tried my old sim card, it's disconnected.

[mikening]

didn't do it in the store. the cell phone cann't do anything.

Thanks

[Luddite]

@hycm53 

a) If you have no other phone to try, would you please reboot your phone with the PM SIM installed and report the message that appears.

b) Any chance the phone is locked; was the phone bought from a different carrier?

c) Does your old carrier SIM still work?

[cavemantoronto]

---

@mikening wrote:

Sim Card is activated by the store where I bought the sim card. I inserted the sim card and registered an account, but there is no response after I submited the phone number. I checked the phone status, it is showing phone network disconnected. My phone model is LG G5(LG-H831) Does anybody know what I did wrong? Thanks a lot.

---

No response after submitting number? For porting?  You did not do that at store?

Check what is working on your phone.  Calls? Texts? Data?

[GinYVR]

@hycm53Porting phone number won't have any impact on whether the SIM card + Phone combo's ability to get on the network. I suggest putting the SIM card in a known good phone to narrow down whether it is the SIM's fault or the phone's.

[mikening]

port a previous phone

[hycm53]

---

@mikening wrote:

Sim Card is activated by the store where I bought the sim card. I inserted the sim card and registered an account, but there is no response after I submited the phone number. I checked the phone status, it is showing phone network disconnected. My phone model is LG G5(LG-H831) Does anybody know what I did wrong? Thanks a lot.

---

Did you pick a new phone number from PM or try to port a previously phone number to PM ?

[GinYVR]

@mikeningWhat happens if you put the card in another phone that you know is working?

[hycm53]

---

@mikening wrote:

Sim Card is activated by the store where I bought the sim card. I inserted the sim card and registered an account, but there is no response after I submited the phone number. I checked the phone status, it is showing phone network disconnected. My phone model is LG G5(LG-H831) Does anybody know what I did wrong? Thanks a lot.

---

Fellow this link to reset phone APN:

https://apn-canada.gishan.net/en/apn/public-mobile