This topic

BT Mobile data still not working

danbromley1 — Sat, 23 Nov 2024 11:21:08 GMT

I've had issues with mine and my sons mobile data since Wednesday. Initially called 150 and was given a list of things to try - still no joy. Called today and was told there have been issues since Wednesday but they would do a "network reset" on mine and my sons phone. We had to turn the phones off for 2 mins. Still not working. Anyone else has similar issues or know what the cause may be? Thanks

Re: BT Mobile data still not working

Michael_D — Sun, 24 Nov 2024 08:48:25 GMT

Hi @danbromley1

Thanks for coming to the community.

Is it just the mobile data that you are having trouble with? Are calls and texts working okay?

It may be something that you've tried already, but can you try to turn airplane mode on for a few minutes and try again?

If you enter your post code on the network checker does it show any problems in the area?

Michael

Re: BT Mobile data still not working

Brown1 — Sun, 24 Nov 2024 09:10:55 GMT

I’ve had exactly the same as you. Been a nightmare. Contacted apple and they’ve sent me back to BT.

Re: BT Mobile data still not working

Brown1 — Sun, 24 Nov 2024 09:11:59 GMT

Please can you look into this.

Re: BT Mobile data still not working

Michael_D — Sun, 24 Nov 2024 09:22:52 GMT

Hi @Brown1

We don't have access to your account here, but can look at a few basic checks before referring you on to our tech team.

Is it just mobile data that isn't working?

What happens when you try to connect? Is there phone showing 4G or 5G next to the signal?

Can you try to turn airplane mode on for a few minutes then restart the phone and try again?

Is there anything showing on the network checker above for your area?

Michael

Re: BT Mobile data still not working

danbromley1 — Sun, 24 Nov 2024 11:15:20 GMT

Hi, thanks for your reply. I was on the phone to BT for over an hour yesterday. Tried all sorts of diagnostics and tried my Sim in another phone with no success. I was advised that there has been an issue at BTs end since Wednesday but as it’s not affecting all customers, it’s not high priority, and BT want customers to switch to EE anyway. They’re sending me a new Sim to try that but if that doesn’t work I will move to another provider. I’m paying for a service I’m not getting and quickly losing confidence in the BT infrastructure.

Re: BT Mobile data still not working

Michael_D — Sun, 24 Nov 2024 11:34:29 GMT

Thanks for the update @danbromley1

It is a little strange that this is still ongoing. I hope that the replacement SIM can get it working again for you.

Please keep me posted with what happens when it arrives.

Michael

Re: BT Mobile data still not working

Brown1 — Sun, 24 Nov 2024 11:40:45 GMT

Thanks. I just had the same chat. Just switched to EE. Shocking from BT on how they’ve handled this. Forcing a switch over.

Re: BT Mobile data still not working

Michael_D — Sun, 24 Nov 2024 12:58:23 GMT

You don't have to move over @Brown1, you can remain on BT and our teams can look into it.

If you aren't happy with the way that your request has been handled, you can raise a complaint with our team over the phone.

Michael

Re: BT Mobile data still not working

Brown1 — Sun, 24 Nov 2024 13:35:43 GMT

BT team told me this is not a priority and expect to have more problems. That was enough for me to hear. Terrible. I know you’re the same team as EE but dreadful to treat customers this way.

Not happy.

Tried resolving the issues and I’m still without data. So frustrating! Missed work due to this messages going missing due to iMessage.

Re: BT Mobile data still not working

Artfranc556 — Wed, 27 Nov 2024 12:02:10 GMT

Hello,

I'm having the same issue with mobile data.

The signal is good (at least shown on display). I have tried many things, like switch from 4G to 5G and viceversa, re-setting the phone, etc.

It still doesn't work for me.

Did you solve?

Thank you.

Re: BT Mobile data still not working

danbromley1 — Wed, 27 Nov 2024 12:17:24 GMT

No. Ive now lost all signal so cant make phone calls either. Im still awaiting a new SIM card to try but have decided to leave BT. Shocking customer service since they joined with EE. Ive been a customer for 20 years but personal circumstances means I cant be uncontactable at the moment.

Re: BT Mobile data still not working

Brown1 — Wed, 27 Nov 2024 13:27:39 GMT

I’ve left BT due to the call handler telling me it’s not a priority and moving to EE is recommended.

But they did do a network refresh their end and 24 hours later it came back on. For some reason they ain’t rolling out network refreshes. You’ll have to contact them. 👍🏻

Re: BT Mobile data still not working

Artfranc556 — Wed, 27 Nov 2024 14:18:06 GMT

Gents, thank you for your reply.

I have just contacted BT customer service. Apparently, it is a known issue on their side and they are investigating, but don't have a solution in place, thought.

Lucky for me, I have a wifi at work so the issue for me is minimal.

Thank you.

Re: BT Mobile data still not working

mrtilly — Wed, 27 Nov 2024 17:57:43 GMT

Hi find this post very interesting, my BT sim card was faulty so phoned for a replacement. Told no BT has stoped selling BT mobile/sim cards, explained it was faulty. Told we can't give you a repacement sim you will have to move to EE. So had to sign up to EE, promised the same deal I was on with BT exactly what I was getting just now. Only to find out I have to pay for EU roaming, complaint in as I was mis sold. They will now listen to my call when placing the order and get back to me.

Re: BT Mobile data still not working

danbromley1 — Wed, 27 Nov 2024 18:09:34 GMT

So my new BT SIM card just arrived and it seems to work fine. It’s definitely BT branded. Glad I’ve decided to leave for another provider as customer services just seem to lie to manipulate customers. Wish they had told me they were cutting off my old SIM card before I received the replacement as it’s caused some stress.

Re: BT Mobile data still not working

ctrlz — Wed, 27 Nov 2024 23:37:39 GMT

BT still support existing customers and can send replacement SIM cards if required. Sounds like you spoke to someone determined to sell you a new service.

Re: BT Mobile data still not working

Minty76 — Thu, 28 Nov 2024 08:55:44 GMT

Hi, My son is getting this as well. Mobile data not working since last week. still loads of data left for month.

Got caught last night with all trains cancelled from Waterloo and couldn't look for atlternative routes home

Why can't they put a fix out for everyone?

Re: BT Mobile data still not working

danbromley1 — Thu, 28 Nov 2024 09:56:05 GMT

Putting my tin foil hat on, I suspect it has been convenient to speak to older customers directly in order to get them to switch to EE.

Re: BT Mobile data still not working

Minty76 — Thu, 28 Nov 2024 14:03:52 GMT

Yep my son rang customer support

- network refresh and turn phon off and on didn't work

- airplane mode for 3 mins and back didn't work

- operator said move to EE

phone back asked to get new SIM, told that would not resolve it, they had a few 1000 with issue but don't have a resolution and there's nothing they can do

- anyone have any experience of asking for money back? no mobile data means they're not providing the service we've contracted for?