@BandOfBrothers ......so I contacted 191 as you suggested and an engineer has run checks. I received the following email this afternoon from my named contact. I’m afraid it makes little sense to me but it seems they’re closing my case despite me having no access to 3G/4G. I even sent them screenshots taken at the same time and venue from my phone and my husband’s showing that he could access 4G and I couldn’t - we were sitting next to each other. I’d be grateful for your views. I asked for an urgent call back as I don’t understand where to go from here but that was 4.5 hours ago and I’ve heard nothing. It seems we’re paying for a service I’m not getting.
“I’ve been on a call with the engineer assigned to your case who talked me through his investigation. To keep things clear and concise, your number is requesting data from the network and receiving this back. Whether this is reaching your device is a different story. I understand that it may be difficult to believe that you don’t have a network fault because you clearly can’t access your internet, however it’s proven that this is the case. To provide some perspective, I’ve seen a customer’s own Apple ID cause their fault. When they wiped their device and set it up without their Apple ID, it worked. As soon as they logged back into their iCloud account their fault was restored. We must continue to close your case since we the network cannot provide a resolution to a device/software fault. We can recommend that your SIM be placed in a non-iPhone with none of your old data restored onto it, or that you try factory resetting your device and retest before restoring any information. It might also be worth deleting any 3rd party apps to see if any of these may be the cause.
