No mobile signal

[Stephensmi1407]

I live in Brighouse West Yorkshire and haven't been able to connect to the network all day. My phone is showing SOS only. 
Has anyone else in my area experienced the same?

[Daniel0210]

@Stephensmi1407 

Does any relevant information show on this link?

https://www.sky.com/help/articles/service-status-sky-mobile 

It may disclose a nearby mast issue, but in case you aren't aware Sky don't own or maintain any mobile masts so if there is an issue you and others in the area will be relying on a third party fix.

[CTP3]

Same north Derbyshire. Happened last night and no change since.  Very frustrating 

[Stephensmi1407]

@Daniel0210 

it says there is a problem with a nearby mast however a family relative who is also on sky has 5G and we live on the same street! I've tried everything with my phone such as flight mode, turned the device on and off, turned the eSIM on and off and still nothing. I've gone through the problem shooting advice via the sky app too.

[Stephensmi1407]

What is going on!? It's very frustrating.. a family relative who lives on the same street as me is a sky mobile customer and has signal so I don't know why I'm not getting any network 

[Daniel0210]

@Stephensmi1407 

So do you have 5G? 

[Stephensmi1407]

Nothing. No bars at all. 
Phone only works when at home and connected to WiFi. Otherwise it's just SOS only so can't make calls or receive any messages / access internet 

[CTP3]

My wife and daughter, same house, same provider and it's only me with the issue. I was told it's a fault with a mast so obviously I presumed local. 

I travel for work, been a few hours away today and at no point did it start working. 

I've been told I've got to try back in 48 hours if no luck. 

[Stephensmi1407]

@CTP3 well that's my exact situation too. I was thinking my account had been cut off but my bills are paid. How ridiculous, I've never had this issue with other network providers. I had my car in for a service today and I had to guess when the car would be ready as I couldn't receive any calls or text messages. 

[Daniel0210]

@CTP3 and maybe @Stephensmi1407 

The next step Sky may suggest is sending a replacement SIM card in case yours has developed a fault.

[Stephensmi1407]

@Daniel0210 I use an eSIM. I tried to request new network settings via the app but they text it to you and I can't receive messages. 

@CTP3 have you contacted Sky directly about your problem and did they say wait 48hrs?

[CTP3]

I went on live chat early this morning and again when I got back. Originally they said it was mast fault and wait 24-48 hours.

the reason I got back in touch a second time was to explain I don't think it's a mast fault as I'm a truck driver so have been far away and nothings changed.

they told me there's nothing they can do and to wait until the original time had elapsed.

my wife is undergoing cancer treatment and I'm still working to obviously keep money coming in so it's pretty critical I'm able to get in touch with her and her me, something I've been unable to do today. Couldn't come at a worse time really but as to who or what's at fault I'm none the wiser

[Stephensmi1407]

@CTP  bloody hell mate, sorry to here that.

its not what you need when things are stressful enough already. I'm on hold with Sky now so will let you know 

[Stephensmi1407]

@CTP3 spoken to Sky. They said the mast in the area can cause issues for specific sims and just because my relative has signal doesn't mean it's still not a problem with the mast. 

they made me go to settings, general, then to transfer and reset. reset network settings. I did this and it made no difference. They asked me to turn off the device but nothing happened. Finally they asked me to take out my sim card and clean it however I have a eSIM. He said the only option is to send out a physical sim and use that until the mast is fixed??? Sounded as though they didn't know what the problem was either