This topic

No Data Connection, Shows Full Bars

gjforumsbeetee — Wed, 20 Nov 2024 10:06:57 GMT

I currently do not have any mobile data connection apart from WiFi. All apps report being offline, despite full 5 bars showing.

- I have data left in my plan. It's only recently rolled over to a new cycle, though there's a discrepancy between what my phone reads (4. - something GB used out of 10GB in my plan) and what is reported in the MyBT usage tab (2GB).
- I can make phone calls
- I am on 4g LTE, not 3g.

These are the steps I've already taken to troubleshoot:
- turned mobile data on/off a number of times over the last 3 hours
- looked up whether there were any outages (none reported)
- turned on/off wifi, airplane mode, and bluetooth.
- reset network settings
- reset APN, re-input APN information, made sure it wasn't the business APN info.
- fully reset network settings
- restarted phone 5 times
- turned the phone all the way off, left it 5 minutes, turned it back on.
- took sim out, cleaned port, dusted sim, returned sim to port.

Completely stumped by this one! Posting this whilst I wait on hold for customer service. Thanks in advance to anyone who's got advice.

Re: No Data Connection, Shows Full Bars

roguck — Wed, 20 Nov 2024 10:39:04 GMT

Similar issue here.

Did a reboot and then picked up and Edge connection but normally have 5G albeit only a couple of bars.

Fortunately I can connect via work WIFI but otherwise no data.

I did check for any issues via EE service checker but apparently all should be fine.

Re: No Data Connection, Shows Full Bars

gjforumsbeetee — Wed, 20 Nov 2024 10:42:21 GMT

Odd! EE's own checker does seem to show no issues, as does BT's. DownDetector however shows a ton of reports indicating people aren't getting mobile service in some capacity. I'm just posting via office connection as well

Re: No Data Connection, Shows Full Bars

anisa — Wed, 20 Nov 2024 11:03:51 GMT

I have the same issue, have you heard anything from customer services?

Re: No Data Connection, Shows Full Bars

gjforumsbeetee — Wed, 20 Nov 2024 11:06:59 GMT

The phone lines are explicitly no longer taking support calls, like when you phone in for mobile technical support it terminates the call saying they're not taking any more due to high volume so call back tomorrow.

No response from BT in forums yet. Sad!

Re: No Data Connection, Shows Full Bars

ArtOsi — Wed, 20 Nov 2024 11:54:40 GMT

Posted in another forum - had the same issues all morning but suddenly started to work again about 10 mins ago

Re: No Data Connection, Shows Full Bars

anisa — Wed, 20 Nov 2024 11:55:51 GMT

I've still got nothing

Re: No Data Connection, Shows Full Bars

gjforumsbeetee — Wed, 20 Nov 2024 12:10:52 GMT

Still nothing for me as well 😞

Re: No Data Connection, Shows Full Bars

Elizabeth60 — Wed, 20 Nov 2024 12:15:57 GMT

No data for any of the 4 mobile devices on my account. Been quite patchy for the last few days, thought there was something wrong with my phone! Still hanging on the line to talk to someone but looking at previous posts think it is unlikely I will be connected. Can't find any notification anywhere to say there is a problem with the service either!

Re: No Data Connection, Shows Full Bars

DavidLF — Wed, 20 Nov 2024 12:17:23 GMT

No mobile data connection for me either, or for both of my daughters (in different parts of London). Also unable to get through on phone to BT. Lack of any communication from BT via website or over phone is very poor service, in my view. I accept that services go down from time to time (although have never had problem with BT Mobile before now) but would expect some form of communication/information update.

Re: No Data Connection, Shows Full Bars

Rachel24 — Wed, 20 Nov 2024 12:25:14 GMT

I am in Edinburgh, same issue today, I am with BT.

I have a Samsung S23 and I thought the issue was related to the latest software update, but after reading here it seems BT is hiding an outage.

I tried pretty much everything.

-restarted phone several times

-disabled SIM, restarted phone

-reset mobile network settings

-reset APN settings

-Data roaming is ON

-Flight mode ON/OFF

-Data ON/OFF

-auto-connect enabled

- cache cleared

-'Mobile data or Wi-Fi' is selected for all apps.

- Allow background data usage > On for all apps

No luck.

At times it goes to Emergency Calls Only. Great strategy not taking customers calls while also not declaring the issue.

Re: No Data Connection, Shows Full Bars

gjforumsbeetee — Wed, 20 Nov 2024 12:28:12 GMT

Absolutely! So disheartening. Hoping service is running again soon.

Re: No Data Connection, Shows Full Bars

gjforumsbeetee — Wed, 20 Nov 2024 12:38:10 GMT

Seriously disheartening they won't acknowledge it at least.

Re: No Data Connection, Shows Full Bars

anisa — Wed, 20 Nov 2024 13:16:25 GMT

just had a look at my phone and its seemed to go back to normal, don't know if its now the case for everyone else

Re: No Data Connection, Shows Full Bars

anisa — Wed, 20 Nov 2024 13:20:25 GMT

I spoke too soon, it's gone back down again

Re: No Data Connection, Shows Full Bars

Eaters — Wed, 20 Nov 2024 15:06:21 GMT

I've got the same problem. I live in East Sussex and just made a tri to NE Kent where the problem also exists. I get the bars on the phone but just the 'E' symbol. No 3G or 4G.

Re: No Data Connection, Shows Full Bars

Katie_B — Wed, 20 Nov 2024 17:46:25 GMT

Hello @gjforumsbeetee.

Can you try turning flight mode off and on again to see if you can now access data?

Thanks,

Katie

Re: No Data Connection, Shows Full Bars

DavidLF — Wed, 20 Nov 2024 17:58:09 GMT

I now seem to have data back again. Fingers crossed it will last....

Re: No Data Connection, Shows Full Bars

gjforumsbeetee — Wed, 20 Nov 2024 18:13:58 GMT

Hi, @Katie_B

Thanks for the suggestion- I appreciate your time in helping out.

However, in my original post I did list this as something I tried. I tried this a number of times throughout today but it sadly never worked and neither did the other actions in the list (likewise attempted a number of times over). The connection has now come back on its own since I took a break from it earlier, which is great.

I am curious if there is a broader explanation for why this has occurred on such a large scale and for so long without answer or notice from BT, particularly as support lines were closed. Many people were left without means to make and receive calls or messenger contact, which is quite stressful particularly in the event of an urgent situation or for vulnerable individuals.

In the future, transparency means a lot, and an advisement from BT would help customers understand and prioritize other methods of communication when these situations occur as we know they sometimes do. 🙂

Thanks again, take care!

Re: No Data Connection, Shows Full Bars

Rachel24 — Thu, 21 Nov 2024 08:23:51 GMT

mobile data magically reappeared yesterday night around 5pm.

I agree with the comment above.

Complete lack of communication from BT is very unprofessional and borderline negligent.

They should at least have the decency of being transparent and follow up with an explanation of this incident.