topic Re: When connected to 4G cannot use the internet or refresh apps - iPhone 13 in Network

When connected to 4G cannot use the internet or refresh apps - iPhone 13

Shedwood — Mon, 22 May 2023 18:35:04 GMT

On my IPhone 13 when I am connected to 3G or 5G everything works fine including using cellular network to access the internet, browse Facebook, Instagram etc & play apps that require an internet connection. When my signal is 4G, I can make phone calls & text but anything thing else will not load - it eventually times out or am I able to refresh any apps.

This started about 3 months ago & is now very frustrating. I have tried all the things that 3 suggest but no joy.

so far I have:-

aiplane mode off & on

mobile data off & on

Iphone off & on

reset network settings

reset iphone

selected 5G auto, 5G on & 4G

iphone is up to date with the latest software

contacted Apple who said it is a network issue with 3

contacted 3 who said my device is not compatible with their network which caused me to question why they sold it to me in the first place & I am paying close to £100 month for something they say is not compatible with their network….

I have been a customer of 3 for years & have never encountered anything like this unless there is a fault with the network in my area, & like I said this started 3 months ago.

anyone encountering the same or have any ideas as I am getting increasingly frustrating as in my area my phone is predominantly connected to 4G due to limited coverage of 5G.

Re: When connected to 4G cannot use the internet or refresh apps - iPhone 13

JonathanB — Thu, 25 May 2023 15:36:00 GMT

Hi @Shedwood,

This sounds really frustrating. I'll do my best to help

I can confirm the iPhone 13 is definitely compatible with our 4G network. I'm not aware of any other reports of this behaviour with that model on 4G either. Here's a few ideas and questions that might help narrow down the root cause of the issue:

Is anyone else at home, or that you know locally using Three? Are they having similar issues?
Are you able to test your SIM in any other phone to see if the same issues occur?
Does our Network Status Checker say that we're aware of issues in locations where you've been having these issues?

Let me know the answers on the above and that might help us figure out the best next steps.

Thanks,
JonathanB

Re: When connected to 4G cannot use the internet or refresh apps - iPhone 13

Shedwood — Thu, 08 Jun 2023 01:53:39 GMT

I have tried it in an iPhone 11 & the same issue is happening.

network status checker says everything is fine & when I phoned 3 the support person also confirmed this - that is when they said my phone isn’t compatible. I have been with 3 since the iPhone 6 & have always had iPhones & have never had this issue until just over 3 months ago & is still an issue. If it can’t be sorted I will not be renewing my contract in September as paying nearly £100 a month for unlimited everything & not being able to connect on a 4G signal data wise is extremely poor & frustrating

Re: When connected to 4G cannot use the internet or refresh apps - iPhone 13

JohnD — Mon, 12 Jun 2023 12:42:38 GMT

Hey @Shedwood

Completely understand the frustration here. It's really unusual to be fair! I've sent you a PM to get you in touch with some colleagues that can help.

Thanks,

John D

Re: When connected to 4G cannot use the internet or refresh apps - iPhone 13

Shaunl253 — Tue, 01 Aug 2023 20:30:12 GMT

I have also seen similar things with my iPhone 14, it is only in certain locations I see this, these locations seem to only give me 2 bars or below of signal strength. If I connect to 3G or 5G everything is fine, the problem is my phone sees a 4G signal so it won't revert back to 3G.

I thought I would check on here before contacting support to raise this issue, I feel like it's just a weak/non-existent signal but the phone still detecting it.

Has anything been discovered as to what caused the issue?

Re: When connected to 4G cannot use the internet or refresh apps - iPhone 13

JonathanB — Wed, 02 Aug 2023 14:09:23 GMT

Hey @Shaunl253,

It could be weak 4G signal or congestion you're seeing based on what you've described. Are these locations that you have or can find postcodes for? I'd suggest popping them into our Network Status Checker to see if it's places that we're aware of any issues.

Thanks,
Jonathan

Re: When connected to 4G cannot use the internet or refresh apps - iPhone 13

Shaunl253 — Thu, 03 Aug 2023 17:52:45 GMT

Hi Jonathan,

Yes I have checked the status checker and all is fine (nearest postcode).

Thanks

Shaun

Re: When connected to 4G cannot use the internet or refresh apps - iPhone 13

JonathanB — Fri, 04 Aug 2023 09:17:08 GMT

Hey Shaun,

Thanks for getting back to me. I reckon we're looking at coverage issues considering the weak signal, but if you can test any other phone or Three SIM in that location, or check if the speed issue persists even when in stronger 4G signal, that may help build more evidence of a phone/software problem.

Speaking of software, is iOS fully updated?

Thanks,
Jonathan

Re: When connected to 4G cannot use the internet or refresh apps - iPhone 13

Shaunl253 — Tue, 08 Aug 2023 08:58:43 GMT

Hi Jonathan,

Yes IOS is up to date, I even checked for carrier updates.

I will test with an iPhone 12 later this week with speed tests and report back.

Thank you

Shaun

Re: When connected to 4G cannot use the internet or refresh apps - iPhone 13

Shaunl253 — Tue, 15 Aug 2023 17:18:32 GMT

Hi Jonathan,

Both my iPhone 14 (eSIM) and partners iPhone 12 (micro SIM) behaved the same in these locations.
To begin with we had 1 bar of 4G which then flipped to 5G, speed test just kept spinning around on connecting and after 2 mins I closed the app and tried again, unfortunately with the same result.
It seems to be a weak signal, although coverage checker says all is good, I can’t be certain how far the issue spreads but it is definitely the length of the road that I travel along (maps say 0.5miles). If there any reason we can connect to 3G manually? Other networks still have it as an option in settings, I understand you are phasing it out but in situations like this it would be helpful.
Today 4G was working ok in the areas approaching this problem site, not always the case though.

Thanks

Shaun

Re: When connected to 4G cannot use the internet or refresh apps - iPhone 13

JonathanB — Thu, 24 Aug 2023 13:24:44 GMT

Hi @Shaunl253,

To my understanding the removal of 3G selection on iPhone (and some Androids) is being implemented through the manufacturer software updates rather than Three. I appreciate that this is frustrating, but we're investing a lot into network improvements at the moment, and hopefully this will improve for you soon.

By the time the 3G signals are removed there should be a much higher capacity on both 4G and 5G. It does seem like with everything you've shared that the issue is the local network rather than anything from the iPhones specifically.

Thanks,
Jonathan

Re: When connected to 4G cannot use the internet or refresh apps - iPhone 13

Tassdawg — Thu, 18 Apr 2024 16:22:53 GMT

Has this been fixed. I’m having the same issue. Phone says I have 4G but I can not get any data through. 3G works and so does 5G. Had the issue since coming back from abroad. I’ve deleted my VPN and the e-sim I was using.

Re: When connected to 4G cannot use the internet or refresh apps - iPhone 13

JonathanB — Tue, 23 Apr 2024 14:41:09 GMT

Hi @Tassdawg,

We've not seen any mentions of this issue for some time now. Have you tried all the troubleshooting suggested by the original poster?

"airplane mode off & on

mobile data off & on

Iphone off & on

reset network settings

reset iphone

selected 5G auto, 5G on & 4G"

Does the same issue seem to persist in all locations with 4G signal? I'd suggest popping any postcodes you've tested into our Network Status Checker to see if it's places that we're aware of any issues.

Also have you checked your iPhone software is up to date?

Do you have any other phone available to test your SIM with? It may also help just to doublecheck if the issue is happening on your iPhone specifically, or following your number/SIM to other phones.

Thanks,
Jonathan

Re: When connected to 4G cannot use the internet or refresh apps - iPhone 13

Jp_england — Mon, 01 Jul 2024 19:16:25 GMT

I have the same problem with my pixel 8 Pro. Is the problem the local coverage? Is there any way to stop it connecting to the low sgnal 4G that has no internet and connecting to 3G? I have no 5G coverage where I live.

Re: When connected to 4G cannot use the internet or refresh apps - iPhone 13

Maverick — Mon, 19 Aug 2024 18:02:56 GMT

I’ve been having this issue for a while now and doesn’t matter what location this is

seems to be a three issue as my wife on smarty (piggy backs three) also has the same issue

Re: When connected to 4G cannot use the internet or refresh apps - iPhone 13

JonathanB — Tue, 20 Aug 2024 14:59:38 GMT

Hi @Maverick,

Are you both using iPhones the same as the other original poster?

Thanks,
Jonathan

Re: When connected to 4G cannot use the internet or refresh apps - iPhone 13

Kevsar — Sun, 13 Oct 2024 17:29:50 GMT

Hi - I am having the same issues … followed all instructions and guidance. Doesn’t work. I am however, like others above, make/ receive calls and text

Re: When connected to 4G cannot use the internet or refresh apps - iPhone 13

KateS — Mon, 14 Oct 2024 13:33:29 GMT

Hey @Kevsar,

Sorry to hear you're experiencing issues. Could you advise the specific issue you're facing?

Could you also advise the make/model of your device, please?

I'd also suggest checking out our Network Status Checker to ensure there are no reported issues or work going on in the area that may be impacting your services.

Thanks,

Kate

Re: When connected to 4G cannot use the internet or refresh apps - iPhone 13

Shedwood — Thu, 17 Oct 2024 15:46:36 GMT

Over a year & still the same issue. Getting increasingly worried as I am in a contract & 3G masts are meant to be turned off by the end of the year - network coverage for the area shows great for 4G but when connected phone is unusable on 4G, 3G & 5G no problems even though network coverage says 5G isn’t available in my area.

Re: When connected to 4G cannot use the internet or refresh apps - iPhone 13

Shedwood — Thu, 17 Oct 2024 15:59:49 GMT

If anything 4G reception is worse now - used to work in some areas of town but now it is almost completely useless apart from calls.

iPhone 15 pro max is fully updated & tried all the original things I posted in my first post over a year ago. Definitely a network issue where it is over subscribed but not showing on network coverage or mast issues that are not being communicated