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Could Not Activate Mobile Data Network - PDP Authentication Failure.

20212_q
Investigator
Investigator

‎29-04-2022 01:30 PM

Hi there, 

Since Monday 25/04 I have had an on-off message popping around 6 to 8 times a day saying "Could not activate mobile data network. PDP authentication failure".

It happens very randomly, like in waves. I have tried all support I have found online:

  • turn the phone off/on
  • reset network settings
  • take SIM out and place it back in
  • airplane mode on-off
  • change network selection from automatic to manual selection and select EE.

Nothing seems to work and after a few hours (or minutes), I get the annoying message again.

Details of interest:

  • my device is an iPhone 13 Pro Max - unlocked and bought at Apple. Bought it over a month ago and never had issues before.
  • I am on a monthly contract with an unlimited data plan with less than 40GB usage per month.
  • the phone has the latest IOS, and there have not been reports of mobile data connectivity issues after the latest update anyways.
  • my partner has also an iPhone with an EE SIM card (also a monthly contract) and he's not having this issue.
  • My iPhone doesn't seem to have 3G option, only 4G and 5G. I never have 5G on because it's not that good tbh and it slows down.
  • the four connection bars are either full or at 3 which is the usual.
  • I have never had a VPN installed and VPN is not active on the phone.
  • No issues have been reported in the area where I am (east London), but last Thursday (21/04) EE had maintenance works in the area. The typical text message they send you with the update.

 

I tried contacting EE CS, but after literally hours first waiting on the chat, then trying to explain the issue I was cut off instead of moved to the tech team (as confirmed) so ....

Hopefully someone can help before I gain the strength to contact CS again.

Thank you!

 

0 Helpful
26 REPLIES 26
Dinky1605
Investigator
Investigator
In response to chistery

‎22-06-2022 05:25 PM

I am sure as the consumer we have rights to information. We are paying for services and not receiving them. Weeks of this is seriously frustrating. Customer service is non existent. 

0 Helpful
Dinky1605
Investigator
Investigator
In response to 098765

‎22-06-2022 05:37 PM

I am glad BT are helping. Agree very frustrating. We use phones to stay in touch and some are life lines. I hope it is sorted soon. 

0 Helpful
Niall1963
Visitor

‎22-06-2022 06:53 PM

Same here, called EE, too busy !!!

 

Never too busy to take direct debits !

0 Helpful
NCOMark
Investigator
Investigator

‎05-11-2023 01:56 PM

I am having EXACTLY the same issue as “20212_q” has described. If I had written out my current situation, it would’ve been the same, word-for-word!!

I notice that the date of the message is 29th April 2022. Today is 5th November 2023. I ordered an iPhone 15 Pro on a 125Gb tariff, which was delivered one week ago.

I ported my number across from Sky Mobile which happened no problem but I’ve had this issue since the iPhone arrived. EE Advisor said I could go to an EE Store [with ID] to get moved over to an  eSIM, to fix the problem. They didn’t have any in stock, so they did me a new physical SIM instead. The swap worked but the SAME ISSUE REMAINED! Yesterday I called EE Stores until I found one with eSIM’s in stock, took my ID and got my number moved to an eSIM. They advised I wait until I was at home and connected to my Wi-Fi, which I did. The transfer worked but . . . . YES, THE ISSUE STILL REMAINS! [I suspect the reason for that comment, was to avoid me being in the store and it not fixing my issue]

I’ve paid £6 for an eSIM [30-Day] with 3Gb of data from an “online provider” which is running off Vodafone’s network. That works 100% fine and is the only way I’m able to use mobile data, to add this message right now, by switching over to this eSIM.

I have spoken to EE 150 EVERY day and the advisor has been calling me back with updates. They are saying that it is 100% NOT the device, It’s a “Technical Issue” on EE’s side and are working on it. No time-frame or specific detail of what the issue actually is though. 

 Did anyone get this fixed?! How?! How long did it take etc . . . . ?! Any details/advice, would be much appreciated!!

Thanks in advance

 

0 Helpful
Leanne_T
EE Community Support Team
In response to NCOMark

‎05-11-2023 03:18 PM

Hi @NCOMark 

Thanks for coming back to the community and for reporting this to our technical support team. 

The team will be working to find the cause of this and get this sorted for you. 

Please let us know how you get on once the team get back in touch. 

Leanne. 

0 Helpful
NCOMark
Investigator
Investigator
In response to Leanne_T

‎05-11-2023 03:41 PM

I appreciate that the “Technical Team” are “looking into the issue to fix it” but that doesn’t tell me hope long in going to be carrying around a product that isn’t working and hasn’t since the day it arrived. I’ve called 150 EVERY day since it arrived and nothing has changed between the first call and the last. 

 It has a knock-on effect, just one example being . . . . I needed to make a payment to my credit card and part of the process is them sending me a code via text, which I can’t receive. I’ve already got a late-fee for that now. Can’t change/update the number I have registered with MANY providers, as you need to have access to your accounts to do so. I can’t sign-in to many of them as a security code via text is part of the procedure for most now. 
I shouldn’t even have to be in this situation though, especially for SUCH A LONG PERIOD OF TIME . . . . 

VERY POOR SERVICE/PRODUCT

0 Helpful
Leanne_T
EE Community Support Team
In response to NCOMark

‎05-11-2023 03:45 PM

Hi @NCOMark 

I am very sorry this has happened. 

What was the last update the team provided when you called? 

Leanne. 

0 Helpful