topic Re: Interactive Diagnostic Tool? in Apple Devices

Interactive Diagnostic Tool?

ChrissieR66 — Thu, 05 Mar 2026 16:44:35 GMT

Hi - I am having a problem with the brightness on my phone so thought I’d try out the EE Interactive Diagnostic Tool on the website and now I think I am going mad - please could somebody have a look and confirm that iPhone 16 doesn’t appear on the device list? iPhone 15 and iPhone 17 in all of their iterations, but I can’t see the 16 anywhere. Is this an oversight or won’t the diagnostic tool work with iPhone 16?

Many thanks!

Re: Interactive Diagnostic Tool?

Schockwave — Thu, 05 Mar 2026 16:49:32 GMT

Hello @ChrissieR66 ,

Welcome to the community,

You should be able to change the brightness of your phone, by going on to the control panel and changing it there or by going into settings, clicking on display and brightness and changing it there. No idea about the diagnostic tool, as I have never used it or needed to.

Re: Interactive Diagnostic Tool?

XRaySpeX — Thu, 05 Mar 2026 18:08:09 GMT

Correct, the iPhone 16 is not present @ Fix my device . Perhaps EE never sold it.

Re: Interactive Diagnostic Tool?

Peter_W — Thu, 05 Mar 2026 18:25:59 GMT

Thanks for flagging this, @ChrissieR66.

We definitely did sell the iPhone 16 series, as I have a 16 Pro Max myself, so I'll feed this back.

In the meantime I'd definitely recommend following the advice @Schockwave has mentioned here to see if this resolves things.

All iPhone models run near-identical software, so if you were just looking for general troubleshooting tips you should be able to run this through as a 15 or 17.

Keep us posted on how you get on!

Peter

Re: Interactive Diagnostic Tool?

ChrissieR66 — Thu, 05 Mar 2026 19:39:06 GMT

Thank you for your concern 🙂 but I have done all of the above and more, to no avail. EE suggest a factory reset.

Re: Interactive Diagnostic Tool?

ChrissieR66 — Thu, 05 Mar 2026 19:50:35 GMT

Hi Peter and thank you for your response 😊

I ‘spoke’ with EE on Twitter/X and they confirmed that the 16 was missing from the list, but I should be able to troubleshoot through the tool using the 15 or 17 options. Which I did, but I wasn’t able to resolve the problem so my only remaining option is a factory reset to see if that fixes it. I am currently summoning up the courage to do that 😂 and will let you know if there is any improvement.

Interestingly, I’ve come upon multiple instances of this problem with the 16 while I’ve been typing “How To Fix iPhone Brightness” into search engines this last week. I hadn’t really noticed it until I took a parcel to the post office and they said my screen was too dark to pick up the QR code, which is obviously not ideal going forward.

Re: Interactive Diagnostic Tool?

Lesley_W — Fri, 06 Mar 2026 09:26:19 GMT

Thanks for the update @ChrissieR66

I know how daunting a factory reset can be. You can see a step by step here How to factory reset your iPhone, iPad, or iPod touch - Apple Support which will ensure everything is backed up beforehand.

If you need any help let us know.

Lesley

Re: Interactive Diagnostic Tool?

ChrissieR66 — Fri, 06 Mar 2026 12:28:38 GMT

Hi Lesley

Thank you for your reply - I’m all backed up and technically ready, I’m just naturally pessimistic!

I will pull myself together and grasp the nettle soon! 😊

Re: Interactive Diagnostic Tool?

ChrissieR66 — Thu, 12 Mar 2026 11:08:07 GMT

Hello again all

Well, I factory reset the phone, and it’s currently restoring, but judging by the set up process it hasn’t resolved the brightness problem.

Does anybody remember when one could quickly triple press the home button on iPad to dim the screen, then repeat the procedure to bring the brightness back? It’s as if the phone is constantly stuck in that dimmed state, even though the brightness level is set at full through the control centre.

I guess it is a hardware problem after all.

Re: Interactive Diagnostic Tool?

Ritu_D — Thu, 12 Mar 2026 12:48:19 GMT

Hi @ChrissieR66

Thanks for coming back to us here on the community to give us that update.

I am gutted to hear the factory reset has not resolved the issue.

It might be an idea to Contact our tech guides, they will be able to look over your options for you.

Thanks

Ritu

Re: Interactive Diagnostic Tool?

ChrissieR66 — Wed, 15 Apr 2026 22:44:26 GMT

I just wanted to pop back to this thread to say the problem is solved and my phone is now brighter than bright.

I did a factory reset in March but it made no difference and I decided to just live with it. But this morning I took a screenshot and noticed that during that process the phone momentarily flashed much brighter, so I factory reset it again and it worked. The screen is now legible at 25% brightness.

I’m guessing something in one of the recent updates solved the problem. Happy days!

Re: Interactive Diagnostic Tool?

Leanne_T — Thu, 16 Apr 2026 09:15:27 GMT

Morning @ChrissieR66

Thanks for popping back and letting us know this is now resolved for you 🙂

Have a great day and come back to the community anytime.

Leanne.