No internet connection on Mobile data

[SOndercin]

Hey, I’ve been having this issue for the past 2 weeks ever since coming back from a holiday abroad, internet worked completely fine before the holiday. Mobile roaming is on and connected I can see the 4G/5G symbol on the top of the screen (I’m on a iPhone). I’ve tried literally everything to fix this and don’t know how to proceed. I’ll list the attempted fixes here: 1. Phone ON/OFF. 2. Airplane mode ON/OFF. 3. A full Network settings reset 4. Factory reset the phone. 5. Called 3 about the issue and got sent a new simcard which didn’t solve the issue. Any advice would be appreciated.

[KateS]

Hey @Daniele,

Oh no, I'm sorry to hear that.

Are you a Pay Monthly customer or Pay As You Go? Have you tried restarting the device and toggling on/off airplane mode?

If the issue is still persisting afterwards, I'd recommend reaching out to our Customer Service team, as they'll be able to run some tests on the account and troubleshoot the issue. 

Thanks,
Kate

[xina]

Hey I have same problem how to fixed it? i am so frustrated. No internet since I came from holiday. I had call customer service, visited three store and even tried all the process to connect to the internet, still problem is not fixed.

[nwharmby]

I had a very similar problem. I went to Berlin over the weekend. Roaming and mobile data working perfectly over there. Got home and mobile data was not working. Worked fine on WiFi.

Tried everything from several threads, and rest absolutely everything, nothing. Called Customer service and tried a couple of things, still nothing.

Got really flummoxed when I swapped my sim with a friend’s phone (iPhone). His sim worked in my phone, and my sim in his 🤦‍♂️. Put my sim back in my phone and same problem occurred.

Finally, took it to the Three Shop and they sorted it in 2 mins. I have a VPN installed and it was constantly trying to connect, essentially blocking the mobile data from connecting. Something to do with it being in Berlin settings and my phone being on uk. Phone didn’t like it.

You have to DELETE the VPN profile, not just switch it off, or the problem continues. I’ve reinstalled it and all is fine. Hope this helps.

Big up to Nathan at the Warrington store. 

[izakravitz]

Man, god bless u! I've been on the phone with Three a few times, tried all the steps you have mentioned apart from the VPN and was going absolutely nuts as I really rely on my phone's data, I don't use wifi at home so I was basically off the grid for the past week after I came back from Poland. Just tried the trick with the VPN and I'm back online. I also was meant to visit one of the shops but I'm so glad I've read your comment here. Too damn bad Three is unable to help somehow. 

[Loopypthree]

The solution nwharmby suggested worked for me. I had exact same problem, worked fine and I had used streaming abroad, but upon return home only calls would work. I had installed a vpn a while ago and cancelled it and uninstalled from my phone. But… I didn’t realise that under settings>general>vpn device management it had kept a record of it. I have deleted it and everything worked again after I turned my phone off and on again. Thank you!

[Mb09]

I have just returned from Spain and have the same problem.  I have missed some important messages when out working and nothing I have tried fixes it

[Stozzy84]

I’ve got the same issue. The night before returning from abroad. Got a text saying I had used my data allowance (argue that point later)

since coming back. No internet connection. I get push notifications but nothing when I try to action it through the app. 

I’m on an unlimited plan but I have noticed that my “data left” on the allowance bar on the app states that it’s “empty” - 

I think this is a glitch when you’ve used a lot of data aboard, I think you then have no data till the plan resets on its usual monthly date.

tech support deny this, I will update on 2nd December when plan resets. 

[JonathanB]

Hi @Stozzy84,

I'm sorry to hear you've been unable to use data since returning home. Your allowance for using whilst roaming is separate from your UK data but we'd definitely like to take a closer look in case we can find a solution before your plan refreshes, as we can appreciate how disruptive this must be.

I'll PM you a link to some colleagues who can check this out.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan

[nwharmby]

Is there any solution to this yet? I have just returned from Berlin and had exactly the same problem. Tried everything suggested so far, several times and my account is showing 65% left of my data allowance.

[Mamcleod]

I have the same issue, new SIM not fixed the issue. Did you get a solution?