topic Re: No cellular data using aps in Mobile Data

No cellular data using aps

Yayabociana — Sat, 06 Sep 2025 11:43:44 GMT

Hi. For last 3 weeks i can’t use any internet based apps on my phone

over WiFi everything works fine but once I switch to 4g/5g nothing works

ee replaced my phisical sim 3 times without any success and we even tried e sim with same result

there’s no block or parental guards on my account .

Been send to apple for diagnosis - everything sounds with my phone

if I put my partner EE solvate into my phone everything working fine but my simcard in hers iPhone having same issues as mine

EE Guides are helpless at the moment , can’t get help over phone and in store. What’s are my next steps ?? As I mentioned I’m without data access for over 3 weeks now and I’m paying almost 100£ for what ?

everytime I call them they issuing new simcard and going through same checks but still no success . I haven’t been given any other ideas or potential solutions. !!

Re: No cellular data using aps

Chris_B — Sat, 06 Sep 2025 11:58:35 GMT

@Yayabociana Have you tried a network reset on the device this is in settings/general/transfer or reset iPhone/reset/reset network settings.

Re: No cellular data using aps

Matt_124 — Sat, 06 Sep 2025 12:16:39 GMT

From what you've said about doing a 2-way SIM Swap with your partner, the issue does not seem to a device one as their SIM card worked in your device and your SIM showed the same issue in their device.

Does your device show 4G/5G and signal bars when away from WiFi?

It must be something on your account that is causing this underlying issue, beyond just an issue with a SIM Card. Possibly the services in the background that are used to provision data access need to be refreshed by someone at EE instead of just sending a new SIM each time, as the issue seems deeper than that.

Unfortunately only EE Customer Services can directly solve this as there is no account access on these forums.

Re: No cellular data using aps

Yayabociana — Sat, 06 Sep 2025 12:21:03 GMT

yes I did reset network settings and also erased iPhone and set up from scratch Nothing helped

Re: No cellular data using aps

Yayabociana — Sat, 06 Sep 2025 12:23:22 GMT

There’s signal showing even when connected to WiFi

I will give them a call in a minute and told to double check my account

Re: No cellular data using aps

bristolian — Sat, 06 Sep 2025 13:31:30 GMT

@Matt_124 wrote:
From what you've said about doing a 2-way SIM Swap with your partner, the issue does not seem to a device one as their SIM card worked in your device and your SIM showed the same issue in their device.

I completely agree that the 2way SIM-swap clearly points at an account/SIM-issue here. I doubt a direct SIM-issue, it's rarely the underlying cause - but re-provisioning your account onto a clean set of data can often resolve some persistent issues.

If EE-CS are unable to resolve your issue during a call, they do have an escalation process which involves a single-user-fault being raised to non-customer-facing support teams with engineering-level access into the network. That fault will have an INC reference, so please don't close any CS call until either your service is working as expected, or an INC reference has been given.

Re: No cellular data using aps

Yayabociana — Mon, 08 Sep 2025 14:09:19 GMT

I have been in store yesterday as advised to call 150 and let EE Guide resolve issue with technical support. As of now issue is still not resolved.

Level 2 raised single-user-fault and issued massive note on my account to the next person . I been told to wait 24h before calling them again (which have passed)

I’m on call again but not hoping to have this sorted

I will keep you guys updated …

Re: No cellular data using aps

bristolian — Mon, 08 Sep 2025 15:25:59 GMT

The timescale depends what priority the ticket was raised at.

Re: No cellular data using aps

Yayabociana — Tue, 09 Sep 2025 15:49:23 GMT

Another 24h past and another research been done .

Been asked to note down time / post code / and what apps I was trying to use at that time. I was trying to explain that's im not using any apps on my phone for last 3 weeks as they simply not working but still they needed examples .

Now we will call you back within 2-3 business days

yesterday around 5pm everything went back to normal. but it stopped around 2pm today

Sorry but I called tech support for a solution - not being a part of research - why im spending my own time on phone every single day to sort this out ? there have to be something to do

unable to use banking app , unable to check charging status of my car nothing

like I said im not taking a part in research as im offline for last 3 weeks and still have to pay 98£ for this kind of service

on a call with retention team . taking all my family members and broadband to different network

shame. it was expensive ride for 8 years but always resulted in great signal and support but its time to say goodbye

thanks all ee community and also tech guides you all great but im feed up hitting a wall all the time

Re: No cellular data using aps

Michael_D — Wed, 10 Sep 2025 07:16:14 GMT

Hi @Yayabociana

I can understand your frustration with this, especially when so much relies on the data connection.

I know it may feel like research, but it is to help our team try to work out what is happening with the data.

If they have replaced the SIM and SIM swaps you've carried out with your partner point towards the SIM or account level, and there is nothing obvious as to what is causing this, the team will ask for examples so they can try to pinpoint what needs to be done.

It is a shame to hear you are moving on, but I hope we can welcome you back in the future.

Michael

Re: No cellular data using aps

Yayabociana — Wed, 10 Sep 2025 17:45:47 GMT

Believe me,

I’ve been very patient and understanding, but I do have my limits. Three weeks without any service is far too long. I’ve already filed a formal complaint, so we’ll see what comes out of it.

Honestly, the EE should have offered me an eSIM so I could at least use the internet I’m already paying for.

at the moment im paying 98£ for all works iPhone plan where i can’t do anything apart of calling and messaging (no FaceTime , no iMessage) + I had to buy e sim from one of yours competitors to use data on my phone . That’s doesn’t sounds right and it’s not right

Absolutely no action has been taken to keep me online . Even temporary one after numerous of complaints

Each time, I had to repeat the same long process of resetting my iPhone and checking that every toggle was green Then after finding out that’s it’s still not good wait 24h and call us back on 150

10 steps to get to tech support them those steps again to be connected to Level 2 and again same process again and again

Re: No cellular data using aps

bristolian — Wed, 10 Sep 2025 18:03:10 GMT

@Yayabociana wrote:
Three weeks without any service is far too long.

For how much of that 3weeks were EE-CS actively investigating?

You mentioned that a fault was raised on the 8th September, that was 2 days ago. Unless CS were prevaricating over the issue for 2weeks prior, it doesn't seem entirely fair to state a 3week timescale here.

Re: No cellular data using aps

Yayabociana — Wed, 10 Sep 2025 19:05:57 GMT

so problem first occurred 14th August but I was too busy to call and I was thinking it’s only temporary fault

22nd August I contacted technical support for the first time

29th August that’s was my first contact with level 2 tech

went through 4 physical replacement sims and 2 esims

I was send to Apple as they were blaming hardware even that we did 2 way sim swap in store with one of ee guides while on call with level 2 tech .

Apple done all diagnostics tried another sim - no problem at all

8th September level 2 tech raised single user fault and provided INC ref number

so 27 days of being offline

19 days of trying to find solution without success

there was a time when it randomly started working for couple of hours. - that’s it

90% of times level 2 were performing - switch content lock on - off and wait 24h nothing else