Problems with mobile data with BT Halo

[SueF1]

Is anyone else with BT Halo having problems with their mobile data?

I have 3 BT mobiles. My daughter currently has no data service. From a conversation with the technical team yesterday there seems to be a system glitch which is capping data at the standard allowance, so not allowing the use of the double data under BT Halo.

I was advised that there is no fix date yet, so my daughter is without any data until it renews on 18 December! I can't believe that there is no workaround to this problem. I did persuade BT to provide a free data boost, but that isn't working either.

Anyone else managed to find a solution to this problem? My daughter needs her data for school work, so this is an urgent problem!

Thank you

[Michael_D]

Hi @SueF1 

Welcome to the community.

I can understand your frustration with the data not working, especially when it is relied on so much now.

Is it just impacting your daughter's number or are all 3 numbers not able to connect?

Is the phone showing it has a data connection, such as having 4G next to the signal?

Michael

[SueF1]

Hi Michael

Thank you for contacting me.

Yes, it was just my daughter’s phone. The other two were working fine, but were well within the standard data limit.

my daughters’s phone had the 4G signal and I performed all the recommended resets.

She has just messaged me from school to say that it’s working. Not sure whether that’s because the Halo issue has been fixed or it’s letting her access the add on provided.

[Michael_D]

Thanks for the update @SueF1 

I'm glad to hear it has started working. If you do find that it does stop again, I'd recommend speaking to our tech guides again so they can look at it further.

Michael

[Colin_London]

I have this problem right now. I have used my 4GB standard allowance but cannot use my remaining 4GB double data.

This is unacceptable - I literally only pay for Halo because of the double data allowance. Are you sneakily trying to get us to move to EE? Fix it or refund now!

[Colin_London]

So did a network connections reset on my iPhone and it seems to be working again. A simple restart had worked previously for about 2 minutes before stopping again.

I note carrier settings are now at BT-C 60.0.1. Maybe there is a problem with this version?

[Colin_London]

Hasn't resolved the problem. Happening again this morning 😑 

Know it's not a network problem as my EE work mobile is fine (using it to type this).

[Colin_London]

So working now in Central London.

Is there some sort of prioritisation  issue in Easr / North East London which would allow EE users to access data but not BT users?

[Colin_London]

And now it has stopped again 😡

[Michael_D]

Hi @Colin_London 

Thanks for coming to the community.

Are you able to try swapping the SIM from your EE phone to the BT phone and vice versa? It is just to see if the problem follows the SIM or the phone.

Michael