by janiejane17 Investigator
Investigator

Mobile data on Iphone 6s not connecting to 4g

For the last 3-4 days my phone won't connect via my data.  I have done a restart, restarted it via iTunes, taken the sim out and put it in my old Iphone 5 and it still won't connect.  I can only use it via wi-fi.  

 

I use it for personal use and the phone is about a month old.  I did the latest IOS update to 10.3.3 but it wasn't really connecting to 4g before that.

 

I thought I read a previous thread that this happened to someone else due to a data blockage?  Any help please as I am getting very frustrated!

22 REPLIES 22
by
EE Community Support Team

Re: Mobile data on Iphone 6s not connecting to 4g

Hi @janiejane17,

 

Thanks for joining the EE Community.

 

Do you only have this problem in one location or everywhere?

 

Do you have mobile data turned on in your settings?

 

What happens when you try to load a webpage?

 

James

by janiejane17 Investigator
Investigator

Re: Mobile data on Iphone 6s not connecting to 4g

Hi

 

It happens whenever I am not connected to Wifi.  If I go to Whatsapp it just says it is connecting, same with my emails, facebook won't update and Instagram says it can't refresh.

 

I have turned airplane mode off and left it and turned it back on again, I have disconnected the wifi at home and tried to connect via 4g - to no avail, have turned mobile data off and then on again, tried turning on roaming on, turned off automatic carrier and manually selected EE, still no joy, tried reset network settings, tried a factory reset, all to no avail. 

 

I cannot receive texts, iMessages, whatsapps, messages via messenger etc and am at my wits end now!!!!

by
EE Community Support Team

Re: Mobile data on Iphone 6s not connecting to 4g

Hi @janiejane17,

 

Have you been able to test elsewhere or only at home?

 

What happens if you try to load a webpage in your web browser?

 

Are you a pay as you go or pay monthly customer?

 

Thanks

 

James

by janiejane17 Investigator
Investigator

Re: Mobile data on Iphone 6s not connecting to 4g

Hi,

 

It's when I am out and about as well as at home and switching wifi off.  I am on a monthly contract.  I upgraded my phone about a month ago and recently had an issue sorted by EE as they hadn't activated my new contract (it was sorted last Thursday).

 

If I try and load a webpage in the brower it won't load, but will via wifi.

 

thanks

by
EE Community Support Team

Re: Mobile data on Iphone 6s not connecting to 4g

Hi @janiejane17,

 

Have you allowed all of your apps to use mobile data in your settings?

 

You should see a toggle for each app in Settings>Mobile Data.

 

Thanks

 

James

by janiejane17 Investigator
Investigator

Re: Mobile data on Iphone 6s not connecting to 4g

Hi

 

Yes all apps are showing as allowed to use mobile data.

 

Thanks

by
EE Community Support Team

Re: Mobile data on Iphone 6s not connecting to 4g

Hi @janiejane17,

 

Thanks for checking.

 

I think we are going to need to look into this in more detail.

 

Please get in touch with customer services and our technical team will be happy help.

 

Let us know how you get on. Smiley Happy

 

James

by Grand Master
Grand Master

Re: Mobile data on Iphone 6s not connecting to 4g

@janiejane17  Have you tried a network reset ?   And just to ask do you have any profiles on the device? 

by janiejane17 Investigator
Investigator

Re: Mobile data on Iphone 6s not connecting to 4g

Hi,

 

Yes, I have done a network reset.  Not sure what you mean by having a profile?  The sim has always been on EE.

by Grand Master
Grand Master

Re: Mobile data on Iphone 6s not connecting to 4g

@janiejane17  On the device go to Settings>General and scroll down to the bottom.  If there is a profile on the device you’ll see a profile tab there. 

by janiejane17 Investigator
Investigator

Re: Mobile data on Iphone 6s not connecting to 4g

Hi

 

No profile showing, last option on the list is Reset.

 

Thanks

by Grand Master
Grand Master

Re: Mobile data on Iphone 6s not connecting to 4g

@janiejane17 Ok that rules that out.    

 

The device is set to Voice and Data in Settings>Mobile Data>Mobile Data Options>Enable 4G ? 

by janiejane17 Investigator
Investigator

Re: Mobile data on Iphone 6s not connecting to 4g

Hi,

 

Yes it is set to Voice & Data

by Grand Master
Grand Master

Re: Mobile data on Iphone 6s not connecting to 4g

@janiejane17  Have you tried a full restore with iTunes on a PC and set the device up as new ?  I.e. have not restored from any backups. 

by janiejane17 Investigator
Investigator

Re: Mobile data on Iphone 6s not connecting to 4g

Hi

 

I haven't done a restart as new as in restore to factory settings as I was worried that I would lose all my data.  I did do a restore via a back up on iTunes.

 

Thanks

by Grand Master
Grand Master

Re: Mobile data on Iphone 6s not connecting to 4g

@janiejane17  Please give it a go.  If it doesn’t work you can always restore back to your backup.  And if it does work you could try and put your backup back on it to see if the issue comes back and if it’s does you’ll know that it’s your backup that’s corrupt and causing this issue 

by
EE Community Support Team

Re: Mobile data on Iphone 6s not connecting to 4g

Please do let us all know the outcome @janiejane17

 

Cheers

 

Richard

 

🙂

by janiejane17 Investigator
Investigator

Re: Mobile data on Iphone 6s not connecting to 4g

Hi

 

I've done a factory reset and it still isn't working.  I'm now in the process of restoring it from back up.

 

Thanks

by
EE Employee

Re: Mobile data on Iphone 6s not connecting to 4g

Hi @janiejane17 

 

It does sound like it is connected to your account/SIM as you have mentioned it has not worked in your old phone.

 

Please do give customer services a quick call to get them to take a look at your account.

 

Many thanks,

 

Lee

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