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

[Shedwood]

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.

[JonathanB]

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

[Shaunl253]

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

[JonathanB]

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

[Shedwood]

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

[JohnD]

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