BT Mobile data still not working

[danbromley1]

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

[Michael_D]

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

[Brown1]

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

[Brown1]

Please can you look into this.

[Michael_D]

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

[danbromley1]

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. 

[Michael_D]

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

[Brown1]

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

[Michael_D]

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

[Brown1]

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.