cellular network connection problem iphone 6s telkomsel indonesia

Question

cellular network connection problem iphone 6s telkomsel indonesia

I have an Iphone 6s in Indonesia that i bought in the US. I have telkomsel network. It seems that everywhere where i can't reach 4G coverage, i loose cellular network connection, so i can't use it for internet services, or whatsapp and sometimes not even for normal calls. My phone reception comes and goes. Sometimes i have the sign of 4G but searching, then i can usually still get phone calls but i loose cellular network services. Then i get 3G and searching, when then i don't get cellular network connection but still can make calls; but then sometimes i get no 3G or 4G, so the only sign is TSEL next to the reception bar (usually i get 2-3 reception bars but no other sign) and sometimes i get the sign of 'no service'. In this case i can't either receive or make calls or get cellular network connection.

My wifi connection, however, works perfectly fine so i can only use my phone in wifi areas, but still it's a big problem that i can't be reached by phone or make phone calls.

I have already contacted telkomsel, i have changed my SIM card. I have also tried my card in another phone, and it works perfectly fine. And i have another Iphone 6 (not 6s). And in the same spot with the iphone 6, usually when i can't get 4G network, then i get 3G network but i can still use it for phone calls and cellular network. So in the same spot for another phone with telkomself network connection i do not have problems, however in my iphone 6s i do.

So i think my phone only works in places where there is 4G network. But i do not live in a main city so that means that most of the time i can't use my phone.

What is happening to my phone? it's really frustrating... Hope someone can help me.

iPhone 6s, iOS 10.3.1, still in warranty

Posted on Apr 13, 2017 11:56 PM

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Answer 1

Apr 14, 2017 12:51 AM in response to karmelemacaca

Hi Karmelemacaca,

That sounds like a bit of an unusual issue you have there, but you have provided fantastic information.

It is great to hear that you've already tried common isolation steps, such as trying the sim in another phone, and testing other phones in the same service area. There are a few more things you can try with this though.

I would recommend following this article: If your iPhone or iPad shows No Service or Searching - Apple Support

There are a few more steps that I would highly recommend following (make sure you follow them in order, and it might even be worth trying the steps you have already tried one more time), particularly the steps of Checking for a carrier update and resetting the network settings.

If you are still having trouble after following this, it would be worth contacting AppleCare (number can be found here), and they can investigate further for you.

Best of luck, let me know if you require any further help!

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Answer 2

Apr 14, 2017 1:55 AM in response to karmelemacaca

Well it sounds like you've done really well in going through those steps (twice), as restoring your phone can be very time consuming and tricky!

When it comes to restoring the software on your iPhone (specifically setting it up as new, and not restoring from a backup) it acts as a really good isolation test. Basically it replaces all the software components on the phone to rule out the potential that the issue you have might be related to a software conflict. So that would seem to indicate that after performing those steps and still experiencing the issue, that there may be a problem within the hardware components of the device, and service is required.

You still have a few options at this stage though.

You can either try yourself to see if there are any Apple Retail stores or service providers in your area following this link, and arranging a reservation to take your iPhone in. Or you can try alternative forms of contacting AppleCare, because I understand you're having trouble calling the numbers listed on that article with your mobile.

If you follow this link, you will be able to access either online Chat, or email support, or if you have an Apple Retail store in your area, you could try calling them and see whether they are able to divert you through to the correct phone line.

Hopefully you have a bit more luck with those options!

Let me know how you go.

(Also, if you arrange service yourself, make sure you follow the stepsin this article to make sure you're device is ready)

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Answer 3

Apr 14, 2017 1:12 AM in response to ThenoblePianist

Hi there, thank you so much for the answer.

I forgot to say that actually i had already contacted apple service and talked to Apple support call and they recommended me to follow the link you just provided, and i have tried that too.

So this problem is been happening for months, probably since i got it last September, or perhaps just a couple of months after. But usually I use the wifi connection. Today i have redone all the steps again, including restoring my iphone. When i sent this message i had just finished restoring my phone. Still it doesnt work.

I have then looked at the AppleCare numbers, however, i can't reach this phone number from a mobile phone and i do not have a landline where i live.

Would there be any other choice? i have pretty good internet connection so if i could get another Support number (a normal number) i could call using skype or whatsapp call (the AppleCare number can't be reached from skype either).

Thanks.

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Answer 4

May 6, 2017 6:11 PM in response to ThenoblePianist

Hi there,

I would like to follow up on this issue. I have been to an official apple service centre in Jakarta, Indonesia (where i live). They have conducted a quick diagnosis and according to them, my Iphone is fine, and there is no faulty in the hardware or software.

They have informed me that the network problem occurs in all Iphone 6s and 7 as the reception on these phones is not good (??).

I can't believe that this could be true, but since the apple support team did not consider my phone needed service, and they could not guarantee they could do anything for me (they gave me the option to leave the phone in service for up to a week but they suggested they would need to charge me for the service because even though my phone is in guarantee, they do not see any hardware problem in my phone) i decided to bring the phone back home.

I have then visited again the Telkom network service and they have tried again with the same SIM card in another phone (actually in another Iphone 6) and the connection was totally fine, accessing 4G/3G network quite fast.

The people at the Telkom service have told me that the problem might be that this phone was purchased abroad and not in indonesia. When the lady from the technical service accessed "Cellular Data" on my phone, and tried resetting the settings ("Reset settings") this function seemed to be unable, and nothing occurred, so she could not reset the settings.

Can i believe that this is true? would a phone bought abroad had network problems in Indonesia? At the moment my phone is completely unable to reach any connection using 3G or 4G, it is completely out of service, so i have to use it on 2G which it's far from ideal because i can't use it for cellular network connection (internet or wa) when i am not using wifi connection. And even in 2G very often i loose connection and i cannot even use it for phone calls.

I would really appreciate any kind of assistance you could provide me. Thank you so much.

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Answer 5

May 10, 2017 11:20 PM in response to ThenoblePianist

Hi there,

I would like to follow up on this issue. I have been to an official apple service centre in Jakarta, Indonesia (where i live). They have conducted a quick diagnosis and according to them, my Iphone is fine, and there is no faulty in the hardware or software.

They have informed me that the network problem occurs in all Iphone 6s and 7 as the reception on these phones is not good (??).

I can't believe that this could be true, but since the apple support team did not consider my phone needed service, and they could not guarantee they could do anything for me (they gave me the option to leave the phone in service for up to a week but they suggested they would need to charge me for the service because even though my phone is in guarantee, they do not see any hardware problem in my phone) i decided to bring the phone back home.

I have then visited again the Telkom network service and they have tried again with the same SIM card in another phone (actually in another Iphone 6) and the connection was totally fine, accessing 4G/3G network quite fast.

The people at the Telkom service have told me that the problem might be that this phone was purchased abroad and not in indonesia. When the lady from the technical service accessed "Cellular Data" on my phone, and tried resetting the settings ("Reset settings") this function seemed to be unable, and nothing occurred, so she could not reset the settings.

Can i believe that this is true? would a phone bought abroad had network problems in Indonesia? At the moment my phone is completely unable to reach any connection using 3G or 4G, it is completely out of service, so i have to use it on 2G which it's far from ideal because i can't use it for cellular network connection (internet or wa) when i am not using wifi connection. And even in 2G very often i loose connection and i cannot even use it for phone calls.

I would really appreciate any kind of assistance you could provide me. Thank you so much.

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