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. !! 

[Yayabociana]

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 

[bristolian]

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@Yayabociana wrote:

Three weeks without any service is far too long.

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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.

[Yayabociana]

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