All of a sudden, Cannot register network...

[#1]

Hello.

I am a direct debit customer. Have ported my number in, and was using that fine for about a week. New mobile phone used since the start - Nokia 216 Sim Free purchased from Tesco. Having not left my office I went to check the time and where-as the phone normally shows a signal of five bars (full strength signal) - suddenly there is a text box "Can't register sim!". So I called your support line and you guys sent me a new simcard "never seen that before" your support guys said. Persuaded one of your nice operators to open a "Misc web-form ticket reference number 11589" to investigate - because surely customers can't just be disconnected willy nilly?

Several days without service, cannot login to bank or HMRC without the two-factor-authentication codes they sms'd me...

The new sim card arrives today, and after registering the ICCID with you; I try the sim card in various phones, and three hours later still no joy. So I call in to support and speak to them. By now, I'm thinking OK, so perchance my newish Nokia 216 has failed, and the new fangled 3g-ness perhaps needs ultra modern handset - so I went to Argos and purchased a brand new Sim Free Nokia 3310.

So, I put the new already registered simcard in the phone, and it does not work. Six hours later and no service. Factory reset, switched it on and off for various intervals - nothing. If I select "Settings -> Connectivity -> Network Settings -> Operator -> Manual I get a big list of available netowrks, including plusnet 2g and plusnet 3g - but neither of them will allow me to use them. "Can't connect to the mobile network". Any other sim in the phone works fine, and as I said it is spanking new - fresh out of the box.

Please help me, I stupidly cancelled my landline in the belief that I could go-mobile and it is due to be switched off shortly.. If you look up Misc web-form ticket reference number 11589, you will find all of my details.

Many Thanks.

Paul

[#2]

Hi Paul, 

I'm very sorry to hear you're having some issues connecting to the network. 

It sounds to me like there could be a problem with some of the masts in your area, 

if you drop me private message on here I can certainly look into this for you. 

[#3]

Hello,

Your support staff kindly looked in the possibility of disruption due to maintainence already, and they found no issues with the netowrk.

Please help no service for over a week not really feeling great about it.

Many Thanks for your assistance.

[#4]

Just for reference, the original fault was fixed June 1st. The phone worked up until 4th June - at which point I realised the billing data in the Plusnet portal was not showing any calls since 1 June - so I raised a ticket here in this forum, and the phone was promptly disconnected again June 4th. Make of that what you will, viewers.

[#5]

Hi @mr_goll, 

this certainly doesn't sound right, I've picked up your private message now and we can look into this once we've passed through security. 

[#6]

Dear Sarah, New sim card has arrived - I called to activate it (11:30am 06.06.2018) and Chloe tells me somebody has terminated my account, she says I have lost my ported-in phone number - and I should have received a text message notification about it on the 05.05.2018 - despite the fact the phone stopped working on the 4th, when I report a billing problem. OMG.