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Phone not working in Canada

Mekon

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May 19, 2016
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Traveling from the UK with iphone 6 and IoS 9.3.1 installed to Canada, My wife found that, while she was there, the phone ignored the available suppliers and would not lock on to any. All she had was WiFi when available and speak/text via Whatsapp (also when wifi was available) She found on her return to the UK that Roaming was 'on' by default (and this she checked while over there). The Apple helpline got her to Reset both her software and her data and they finally said that it is a Service Provider's fault. They say it is an Apple fault. They both say it SHOULD work. Both are baffled. Can anyone please help?
 
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