No Service on Phone for 6 Months

[#1]

Hi. My mum moved to plusnet 6 months ago and has still never been able to make or receive a phone call on her mobile. I have contacted plusnet who say there is just no coverage in the area but that is no true because I put her plusnet sim in my phone and it worked fine. Her phone is a Samsung Galaxy S6. Plusnet have been really unhelpful and offered nothing to resolve this issue. Any ideas? I've taken the sim out, cleaned it and put it back in. Her phone constantly says no service. I tried it in an iphone 6s too and that said no service too but it was fine in my Samsung Galaxy S8. Why doesn't plusnet work in all phones? Any ideas would be great as she is 64 and I worry she cannot contact people in an emergency. Thanks

[#2]

@jenniferhunter  Welcome to the forum.

I would say that either the SIM is not installed properly or the socket is damaged. Have you tried your SIM in your mothers phone?

[#3]

Hi there.
Yes I've tried my SIM in the phone and it works fine.
When you say SIM not installed properly, it's in the carrier okay. Did you mean something else?

Thanks

[#4]

@jenniferhunter 

I'm no mobile phone expert, neither do I use PN mobile services, but I recently became aware that coverage can also be device dependant.

Check your coverage here, which requires you to input your postcode AND phone.

https://coverage.ee.co.uk/coverage/ee

(PN use EE)

HTH

[#5]

Thanks. I've just uploaded an image saying that I would get good 4G coverage in my area.

[#6]

Presumably with your mums phone? 

[#7]

Yes, so I put our postcode and chose the device as her Samsung Galaxy S6.

[#8]

[#9]

Hi @jenniferhunter 

Are the APN settings correct in the mobiles you can’t get a service from with the SIM? The settings you’ll need are here: https://www.plus.net/help/mobile/mobile-phone-and-voicemail-settings/

Also, are those mobiles locked to a particular provider? 

[edit]

Something else to check is if there’s a ‘profile’ of a previous provider in the settings of the mobile(s) as this can stop our service from working.

[#10]

Thanks

Yes those are the correct settings and its unlocked from o2. How do I check the profile please?

[#11]

It’ll vary from phone to phone and I’m not very familiar with Android (I’m an Apple guy), but I’ve done some Googling though not been able to find anything definitive.

Try going to Settings > Network. 

Also, have you tried doing a reset of the network settings?

[#12]

Hi.

Yes tried all that.

I think just plusnet doesn't work for her in that phone so may move her to another network.

Thanks

[#13]

I wouldn’t say that our mobile service doesn’t work in a particular phone, it’s more likely to be a wrong setting somewhere. If you put your SIM into your mum’s phone, does it work or do you still get no signal?

[#14]

@Anoush 

See post#1. It works in the OP’s S8.

[#15]

Thanks for the heads up @Baldrick1 though the first post suggests they’ve tried the Plusnet SIM in their phone, rather than the other way around. What you wrote the first time before editing was actually correct, as they’ve said in post #3 they’ve already tried their SIM in their mum’s phone, so I need bigger glasses. 

@jenniferhunter Just to confirm, when you’ve put the Plusnet SIM into your mum’s phone, is it the right way up which should be the golden side down? Apologies if this seems a little too obvious, but worth checking