Updated: March 17, 2023
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by Vlad Shvets
Tech Expert & Writer
582 resolved issues

My girlfriend just got me an iphone 11 with an o2 chip on her account

i cant get it to work at all! can you guide me through this

Hello, thank you for using Howly.
Have you removed her SIM card from this iPhone?


Customer Replay

new sim card on her account
im new here and live way in the sticks in Wales.

So do you want to use her SIM card?

Customer Replay

yes im paying for it. might as well

I got you.
Don't you have a cellular connection on this phone?

Customer Replay

can't get it to function. it was going good on the set up untill WiFi.

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Have you tried to reboot it?

Customer Replay

how do i do that sir?

Here are the instructions on how to do this:

  1. Press and hold either the volume button or the side button until the power-off slider appears.
  2. Drag the slider, then wait 30 seconds for your device to turn off.
Customer Replay

ok hang tight

To turn your device back on, press and hold the side button until you see the Apple logo.

Customer Replay

it wont turn off
only siri comes up
should i take out the sim?

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You have to press and hold any volume button and the Power button.
Then you'll see the slider.

Customer Replay

power is off

Good. To turn your device back on, press and hold the side button until you see the Apple logo.

Customer Replay

got it

Have you turned it on?

Customer Replay

yes sir.

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Customer Replay

sorry man im not good at this

Could you please tell me what exactly is not working at the moment?

Customer Replay

i cant call out or connect to the internet
when i call it says calkl failed

Are you able to connect it to the Wi-Fi?

Customer Replay

no thats were everything went wrong

Please, open the settings and select the "Wi-Fi" tab.

Customer Replay

ok im there

Click on your Wi-Fi network and enter the password.

Customer Replay

ok just a sec
should i be able to call out now?

You can try to do this.

Customer Replay

im hooked up to wifi it says

Customer Replay

call failed
this is so frustrating

Please, follow the instructions below:

  1. Swipe down from the top right of the screen to see the Control Center.
  2. Tap the Airplane mode icon at the top left, and then wait about 30 seconds.
  3. Tap the Airplane mode icon again to re-enable your cellular network.
Customer Replay

i still cant call or receive

Okay. Let's try to reset your iPhone's network settings.
Here's how:

  1. Start the Settings app and tap General.
  2. Tap Transfer or Reset iPhone.
  3. Tap Reset.
  4. In the pop-up menu, tap Reset Network Settings and then confirm this is what you want to do.
Customer Replay

ok it's resetting
should i have my phone on the charger?

Yes, you can do this.
Now try to remove your SIM card and insert it back, then check if the issue persists.

Customer Replay

should ni turn it off before i do this?

You can do this while it's on.

Customer Replay

it's out

Check if the issue persists.

Customer Replay

put the sim back in?

Yes, correct.

Customer Replay

says call failed again

Do you see a cellular connection indicator in the top right corner of the screen?

Customer Replay

could i have a faulty sim or phone?i have nothing on my indicator

Do you have a different SIM card?
Just for the test.

Customer Replay

yes in my other phone

Please, try to insert a different SIM card into this iPhone.

Customer Replay

ok done

Do you see an indicator?

Customer Replay

it's working!

So the issue is in the SIM card.

Customer Replay

i just had a bad sim card?

Yes, or it was deactivated by the mobile provider.

Customer Replay

thank you so much brother!

Is there anything else I can do for you today?

Customer Replay

ok ill deal with this nfrom here. you are a star!!!

Thank you so much!
I am so pleased to see your issue got resolved!

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