Mobile SIM card no service

Question

I’m having an surface pro 5 with lte and the issue I’m dealing with is that in a specific provider I get no service on signal but if I use another provider is fine signal and internet.after a little research when I manually select search for networks I get 3 providers available and one of them is has this description (forbidden).is there any way that is locked?I checked with provider and the problem is from my side. I’m in Europe and the device is also from Europe and unlocked.any suggestions would appreciate!!!

Answer 1

Hi tsairidis xronis,

Thank you for reaching Microsoft Community. We're sorry for the trouble this has caused you. Allow me to ask few questions to help us further isolate the issue.

May I know which provider are you referring to?

Did it work before or it's the first setting up your SIM with this provider?

When did this issue started to occur?

What build version of Windows are you on?

For the meantime, you may try the following steps below to troubleshoot your device.

Force the device to shut down and restart.

Press and hold down the power button until your Surface shuts down and restarts and you see the Windows logo screen (about 20 seconds), then release the power button.

Run Surface Diagnostic Toolkit and check Windows updates including optional updates if available.

See: Fix common Surface problems using the Surface Diagnostic Toolkit (microsoft.com)

To check for updates: Go to Settings > Update & Security > Windows Update > Check for Updates.

Then try the solutions provided from this article, Can’t connect to cellular data on Surface? - Microsoft Support.

Let us know if none of the solution works so we can further assist.

Kind regards,

Lavenia

Answer 2

Hello and thank you for your message.

I’m in Greece we have 3 providers

Nova cosmote vodaphone

With cosmote it works fine from start.

With nova I have the problem I went to the providers store I changed sims the issue remains they can’t help me because they see no problems in network.I’m running windows 10 with latest updates.I tried troubleshooting reset network apn settings and many more.I come to a point that for some reason the sim is denied from system.is discoverable when is in it ask to unlock and right away says no service I have also try with wifi on and still nothing.I bought it from Germany is there any way to be locked and how do I unlocked?

The system is formatted recently and I use the genuine image from Microsoft to restore it. Drivers etc..

Answer 3

We're sorry if none of the troubleshooting helps. Being aware that you've tried every necessary troubleshooting step, yet nothing has worked. It's possible that the Surface device that was purchased in Germany is not compatible with that provider or is not available there. We were unable to offer supporting articles for manual unlocking your device. You may reach out our live support team for further assistance.

1. Go to Contact Us - Microsoft Support
2. Choose how you would like to get support for your Surface device.
3. Type in the problem you need help with.
4. Look at any available solutions offered and select Contact Support.