TS3406 My phone doesn't make and receive calls. It doesn't have coverage where other iPhones with the same network do.

My phone doesn't make and receive calls. It doesn't have coverage where other iPhones with the same network do. Please, let me know how way I sort this problem out?

My wife is having the exact same issue after updating to the new iOS 8.1.1 and we've tried all the same steps even restoring the phone as a new phone. We've contacted our service provider and they've told us to go to apple to potentially "remove" her serial number from their servers to allow it to work properly on the service we have. We are desperate as purchasing a new phone right now is not an option and she desperately needs her phone for work and life.
Iphone 5 8.1.1

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