Replacement iPhone XS same sim card, not working

[LDutnall1994]

After my previous iPhone was damaged over the weekend I made an insurance claim and today I recieved the replacement iPhone. I did not request a new sim card, after completing the set up process on the new iphone I still have no network signal, just says no service. I have updated the phone and I have checked the mobile data bit which is on and it does say O2, whether that is because the phone is locked to O2 or not I don't know.

Any ideas on what I can do to fix this?

Thanks,

[MI5]

@LDutnall1994 

Check for locl issues here O2 Service Status

Also check your sim in another phone to see if it's working or damaged.

If you need a new sim, you can get one for free from any O2 store.

[LDutnall1994]

Hi,

Thanks I checked the local service and whilst yes there are issues with a 'mast not working correctly' in my area, my roomate is also with o2 and she has got a working signal wheras I still have nothing.

My sim card did not work in her phone.

I went in to the o2 store and got a new sim card, I have put this in the handset and am still getting no signal. Never had this issue before!

[MI5]

@LDutnall1994 

Sometimes faults can only effect certain number ranges.

Your new sim may not be activated fully yet (try it in another phone)

Try another sim in your phone.

If nothing works in your phone, it may be faulty.

You'll need to contact O2 again if that's the case for another replacement.

Numbers here Guide: Coronavirus Community Help and Support 

[LDutnall1994]

Hi,

I Spent an hour on the phone with O2 last night, but still no luck getting it working. Its now been over 24 hours since I swapped the sim cards. 

I have reset network settings repeatedly as well as turning the phone off and on.

I went and had a root aroudn in the settings > General > About > Network 'not avaliable' then when I click that it comes up with 'Phone not allowed'.

Anymore suggestions? 

[MI5]

@LDutnall1994 

Have you tried a known working sim in your phone as I asked above?

[LDutnall1994]

I have just now and still no luck, is the phone likely to be faulty/barred? 

[MI5]

@LDutnall1994 

If no sims work then yes, the phone is faulty in some way or other.

[LDutnall1994]

I'll have to call them again in the morning, thanks for your help

[MI5]

You're welcome.
Explain everything you've done and ask them to replace the phone.