No cellular data using aps

[Yayabociana]

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. !! 

[Chris_B]

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

[Matt_124]

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. 

[Yayabociana]

hi 

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

[Yayabociana]

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   

[bristolian · Accepted solution]

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@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.

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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.

[Yayabociana]

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 … 

[bristolian]

The timescale depends what priority the ticket was raised at.

[Yayabociana]

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 

[Michael_D]

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