by peterpsak Contributor
Contributor

iPhone x not activating

I just got an iPhone X, I used to have an iphone 6s on 02. When I got the new iphone everything was working fine, I could make calls and get a 4G connection, however after resorting the iPhone x from my iPhone 6s backup I cant make calls to anything(even EEs 150) I cant get a 4G connection and my iPhone seems to display a new number not the one I transfered over from 02. Also People can call me on my old number and I recieve the call it is super fuzzy and unclear, like they were calling from another realm almost. So it seems that after the restore my new iPhone thinks its an 02 iPhone, it even says '02' in the status bar. what can I do??

22 REPLIES 22
by
EE Employee

Re: iPhone x not activating

Hi and welcome to the community @peterpsak

 

Is the device brand new or a second-hand phone?

 

Many thanks,

 

Lee

by peterpsak Contributor
Contributor

Re: iPhone x not activating

hi there, it is brand new

by
EE Employee

Re: iPhone x not activating

Hi @peterpsak

 

When was your number port due to complete?

 

Many thanks,

 

Lee

by peterpsak Contributor
Contributor

Re: iPhone x not activating

The port is completed and the iphone was sent to me, it was only after I restored it from back up where problems arose

by
EE Employee

Re: iPhone x not activating

Hi @peterpsak

 

Please try a full factory reset and restore to a new device just so we can test and let me know does this help.

 

Many thanks,

 

Lee

by peterpsak Contributor
Contributor

Re: iPhone x not activating

Ok I'll give it a shot, it will probably work, I guess I may have to set it up as new in the end

by
EE Employee

Re: iPhone x not activating

by peterpsak Contributor
Contributor

Re: iPhone x not activating

so I tried that and it didnt work, still couldnt dial out. Could it be reset on your end?

by
EE Employee

Re: iPhone x not activating

Hi @peterpsak

 

This is very unusual, please do give customer services a quick call as they will be able to perform a network refresh to assist.

 

Many thanks,

 

Lee

by Grand Master
Grand Master

Re: iPhone x not activating

@peterpsak  Are you doing this reset on the device or with iTunes on a PC/Mac ? 

by peterpsak Contributor
Contributor

Re: iPhone x not activating

on the device

by
EE Employee

Re: iPhone x not activating

Hi @peterpsak

 

Have you spoken to customer services as of yet?

 

Many thanks,

 

Lee

by peterpsak Contributor
Contributor

Re: iPhone x not activating

I did talk to EE but I was told everything looked fine, and told my to do everything I've already be trying to fix it.

by
EE Community Support Team

Re: iPhone x not activating

Hello there @peterpsak

 

Thanks for coming back to us.

 

Did you put the O2 SIM in the iPhone X at all?

 

Also, if you go to Settings > Carrier > Select Manual and search for EE

 

Can you connect to EE?

 

Thanks, Leanne.

 

by peterpsak Contributor
Contributor

Re: iPhone x not activating

@Leanne_T Nope, just the EE one. I have forgotten to mention that I'm currently in Germany, maybe the location effects the restoration process? The manual search brings up 02-de, telekom.de(had 4G connection before I restored) and vodafone.de.

 

02 is the only option I get good signal and 3G. These options are identical to what I had on my 02 iPhone 6s here.

 

Before I restored my iPhone X 'telekom-EE 4G' was what I had but now I can't even see it along with the other networks I was able to see before restoring from backup

by
EE Community Support Team

Re: iPhone x not activating

Hi @peterpsak

 

I see, I'm not sure if that would have an impact to be honest.

 

Have you tried resetting the network settings?

 

Go to Settings > General > Reset > Reset Network Settings.

 

Also, is the number still different in your settings?

 

Thanks, Leanne.

by peterpsak Contributor
Contributor

Re: iPhone x not activating

I've tried resetting the network settings a couple of times, I'll try again. I had to change the number myself yesterday. I've tried the time settings too. I feel I've tried almost everything

by
EE Community Support Team

Re: iPhone x not activating

It does @peterpsak

 

Sorry to ask you to try things you have already done.

 

Have you tried the SIM in another phone at all?

 

If so, does this show anything different?

 

Leanne.

by Grand Master
Grand Master

Re: iPhone x not activating

@peterpsak   Can you do the restore via iTunes on a PC.  Do not restore from any backup and set the device as new.   

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