iOS™, iPhone™ and iPad™

[DM17]

Hi guys,

Have been having issues with the internet connection and mobile data on my iPhone 4S today. My 3G signal is dropping out, EDGE does not show on the indicator bar, and I have no internet/mobile data when this happens. It started last night (4 April) and has continued throughout the day.

If, for example, I am on Facebook, I have been finding that the mobile data drops out, leaving me with only the ability to make calls and text. After a time, the mobile data capabilities return. This is also expediated if I switch the phone to airplane mode, and then turn it airplane mode off again.

In conjunction with today's mobile data drop out, I am no longer able to access the App Store reliably. 9 times out of 10, I receive an error message saying: Cannot connect to iTunes Store. If I use the iTunes icon, I am able to access the store for music/videos etc, but not the App Store. This has only started today.

Apparently, according to the Vodafone website and the Social Media folks, there is no issue in my part of the country, but I have also had a few problems with the mobile data on my BlackBerry today as well.

I have turned mobile data off and on, disabled 3G and then enabled it again, and turned the phone on and off, all to no avail. The inability to access the App Store this afternoon has been the biggest pain. I should mention that I was able to access the App Store in the morning, but since about 4pm today I've had no luck. 

Any suggestions?

Many thanks,

DM

[Caitlin]

Hi DM,

You have definitely come to the right place for assistance. It's great to see that you've already completed some troubleshooting steps. So I can take a look into why this is occurring and gain a better understanding, I'll need to ask a few questions. 

Where are you currently located? Do you find you are unable to connect to a data service only when you are in one area or does this happen everywhere you go? If you find this is situated to one area, this suggests the issue may lie within your phone.

It sounds as if this may not be a data connection issue as you were able to access the App Store and iTunes store after you noticed you were unable to connect to a webpage through your browser. Were you or are you able to use an application on your phone that requires a data service?

I look forward to your response to assist you further.

Thanks,

Cait

[DM17]

Hi Cait,

I don't think the mobile data/internet drop outs are a phone issue, as I have exactly the same problem with drop outs with my BlackBerry, and have done ever since the first BB I purchased via Vodafone.

I'm currently in south west WA, post code 6225. The inability to connect to a data service, and the data drop outs are not restricted to my location. They do occur when I'm in other areas as well, on both BlackBerry and iPhone devices. I researched further, through the Apple Support Forum, and it seems that there are many people across the world who also report issues with mobile data/internet drop outs on iPhone, but still have functioning calls and text.

I was able to use my Facebook, Twitter, Google+, Path, and Instagram apps when I was unable to connect to the App Store, and I was able to connect directly to the iTunes Store via the icon on the phone. So, it was only preventing me from accessing the App Store, which has to connect to iTunes. Strange that I could connect directly to iTunes though. 

Many thanks for your prompt reply. 

Cheers, 

DM

It was suggested to me, by a friend from Canada, that perhaps the App Store issue was more Apple server related than device or carrier related. Is this a plausible possibility do you believe?

[James]

Hi DM17,

DM17 wrote:

Hi Cait,

I don't think the mobile data/internet drop outs are a phone issue, as I have exactly the same problem with drop outs with my BlackBerry, and have done ever since the first BB I purchased via Vodafone.

I'm currently in south west WA, post code 6225. The inability to connect to a data service, and the data drop outs are not restricted to my location. They do occur when I'm in other areas as well, on both BlackBerry and iPhone devices. I researched further, through the Apple Support Forum, and it seems that there are many people across the world who also report issues with mobile data/internet drop outs on iPhone, but still have functioning calls and text.

Small data outages can occur at any time, which may be a minor issue with the handset, that could be rectified by a reset, or by disabling the data, however the outage you are currently experiencing sounds like something that may be derived from the network in your area. In the past few days, when moving away from your suburb, have you noticed that your data behaviour returns to normal? Having checked your area, there are no known issues currently listed, and any information you could provide would be great, as it will allow me to pass it on to the relevant areas for investigation. 

I was able to use my Facebook, Twitter, Google+, Path, and Instagram apps when I was unable to connect to the App Store, and I was able to connect directly to the iTunes Store via the icon on the phone. So, it was only preventing me from accessing the App Store, which has to connect to iTunes. Strange that I could connect directly to iTunes though. 

It sounds as though your data strength was not completely diminished, however it was not strong enough to support regular data use. An isolated incident like the iTunes store may be due to a number of factors, and it is hard to pinpoint the exact problem, however closing the app and restarting it is the best way to iron out any small firmware issues that may be affecting its accessibility. Have you seen any improvement in the app's performance since you last posted in the forum?

I look forward to hearing from you again.

Regards,

James. 

[DM17]

Hi James, 

It appears that the App Store issue has resolved itself, as I have regained access to the Store. Closing the App Store app didn't fix the issue, which made me think that my friend who mentioned that it may have been an issue with the Apple servers may have been on to something.

As for the data outages, I'm still having them with both iPhone and BlackBerry. With the iPhone, yes, if I disable and then re-enable mobile data it comes back. Witht he BlackBerry I usually perform a reset. The issue has always been there, and as I commented in the previous reply, I've read that this is an issue that many global iPhone users are reporting. It has, however, seemed to have become worse with the upgrade to OS5.1. I don't intend to restore the phone to the factory settings, given that my BlackBerry has similar data outages on a regular basis. Two different phones on the same carrier with similar issues doesn't point to device issues to me, particularly not given that over the years I've had 4 different BlackBerries, and all have had data issues. I've also changed SIMs a number of times, and that hasn't prevented the issue either. I've undertaken numerous resets of both devices in an attempt to rectify the issue, but it doesn't seem to work. 

Data services are better when I move outside of my town. The signal is stronger, and more reliable. It also becomes more reliable if I drive over the other side of town, which, I'm assuming, is closer to the relay tower in my town. 

Apparently, the town's Vodafone network was upgraded last year, but to be honest, I've not noticed a difference in the signal strength over my side of town. As to the website saying there are no know issues, I've previously raised website updates with Vodafone, as I don't believe it is updated as often as it should be. 6225 suffered a major outage last year, and I was told by everyone I spoke to in the company that there were no problems what-so-ever, and that my phone was the issue. Hence, now having an iPhone AND a BlackBerry - I bought a new phone because I was told my handset was the problem, and it turned out the cell tower servicing my town had a major outage that entire day, but the website was not updated until the next day when it reported that the issue was resolved. Of course, all day the website reported no known issues when clearly there was. So, I don't really put a lot of faith in the known issues page of the website.

Thanks for your reply, James.

Cheers,

DM

[Bruno]

Hi DM17,

DM17 wrote:

I'm still having them with both iPhone and BlackBerry. With the iPhone, yes, if I disable and then re-enable mobile data it comes back. Witht he BlackBerry I usually perform a reset. 

If you're having the same issues with multiple handsets, it would certainly indicate that it is more likely a network issue that is affecting your connectivity. 

DM17 wrote:

I don't intend to restore the phone to the factory settings, given that my BlackBerry has similar data outages on a regular basis. Two different phones on the same carrier with similar issues doesn't point to device issues to me, particularly not given that over the years I've had 4 different BlackBerries, and all have had data issues. I've also changed SIMs a number of times

Data services are better when I move outside of my town. The signal is stronger, and more reliable. It also becomes more reliable if I drive over the other side of town, which, I'm assuming, is closer to the relay tower in my town. 

Thanks for including the troubleshooting steps that you have already tried, this information really helps me to narrow down the possible causes. Given that all of these steps have not resolved the issue for you, our next move is to get our network team to take a closer look at what is happening with your service.

I've sent you a private message with my contact information so that I can arrange this for you. The network team will investigate your signal performance and the issues that you've been having to identify the cause. From there, I can then see what needs to be done to resolve this for you.

Cheers,

-Bruno.