Contributor
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156 Messages
Cannot use data over cellular
Struggling to get support on this issue.
I have a BYOP iPhone6. It has worked previously on XM before I upgraded to a newer iPhone. Now when adding this phone back as a new line for my child, this phone cannot do anything involving data over cellular. The most basic way to see this is when opening a web browser (wifi off, strong XM signal) and I get an error message that says "cannot activate data over cellular, please enable" etc etc. I have no issue with phone calls or SMS texts.
I have done all the things I can to try and have run out of ideas. Resetting network settings, full erase and restore, full reset and no restore. Its as updated on the iOS as this phone will take. Carrier version is 36.0.1.
I have been to the XM store, chatted with several agents, been issued a new SIM card, and even have a case # for tier 2 support - though they never reached out to me.
I need ideas or some higher level support. Thanks in advance to anyone who can help!
Accepted Solution
HD-Tech
Contributor
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156 Messages
2 years ago
Thanks 53af9b for replying to this thread as is made me realize I hadn't updated it. I can share with you what tips/tricks I learned throughout
First the TLDR version: XM data no longer works on iPhone6 due to no longer giving new carrier updates. It still works fine as a phone and a good way to keep data low. But I cant really complain with the age of the device.
Longer version: Surprisingly, XM people - even the tier2 support I talked with - don't know that they are not providing carrier updates any longer to iPhone6. I have 2 phones (iPhone6) that do the exact same thing and they are stuck on Carrier Version 36.1. Not sure about the 6S but the iPhone7 and higher are all at carrier 50.0.1. There is no way to force a carrier update. After many calls with Apple who was much more supportive the XM, my end solution was to get a newer phone. It worked right away
To resolve the issue you are having, I would suggest trying the following things if you haven't already:
- Simple one which you probably already tried is a reboot
- Check your carrier version. IOS updates can induce a new carrier push
- See if you can get access to another iPhone and put your SIM in that one. Does issue go away? If so, it suggests something with the phone. This was one of the conclusive tests for me
- Backup and full restore your phone
- Chat with XM to get a new SIM card. It was suggested for me but didnt help
- Less likely but sign out of your iCloud account. Turn off messages and face time. Turn off cellular data. Reboot. Make sure wifi is off. Turn on cellular data first and give it a minute even after it looks like it has signal. If successful, turn back on iMessages, then Facetime. Apple rep says the sequence matters.
Hopefully some of this helps you!
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blueman-2
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44 Messages
2 years ago
Have you turned on Roaming? I had to do that for some reason. By default it is off.
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HD-Tech
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156 Messages
2 years ago
Good suggestion. Yes, roaming is on. That was one suggestion tried my the XM support.
(edited)
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user_ff1b2d
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1 Message
2 years ago
I am having the same problem with Xfinity mobile on my LG K51. My mobile data is on but the phone will not recognize it. The Xfinity wifi works at home but when I leave my mobile data does not register.
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HD-Tech
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156 Messages
2 years ago
Hoping to get some super user XM support in here that I cant connect to via normal means
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Jadusica
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24 Messages
2 years ago
Just out of curiosity - I know the iPhone 6 is older so does it even have 4G (LTE) capabilities? I know when I was working at TMo, most of them don't. Check your phones "info" under settings and somewhere in there it will say LTE or 5G. If you only see 3G, that phone's a paperweight now unfortunately.
I'm not sure about the LG, we never got many as returns from upgrades there. But if you also check your phones "info" in settings it'll say LTE or 5G.
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HD-Tech
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156 Messages
2 years ago
Yes, its an LTE phone. When I am testing for network access, I see LTE indications after the Xfinity Mobile name in the upper left.
Additionally, when I go into the Roaming section, I have options for LTE in there (everything in enabled)
(edited)
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user_8c5ab7
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2 Messages
2 years ago
I have 2 LG'a and an Apple doing this exact thing. My new iPhone 14 is fine on 5G, but all the other phones quick having service over cellular data.
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HD-Tech
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156 Messages
2 years ago
@XfinityTimothyA
@XfinityJesse
@XfinityRenee
Are any of you folks a senior tech support person who can help me here? My original ticket for reference is: CR Ticket #CR065021924
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HD-Tech
Contributor
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156 Messages
2 years ago
bump... looking for support? Anyone?
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user_53af9b
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1 Message
2 years ago
I have an iPhone 10 and use Xfinity Mobile. Up until a couple of days ago it was working great. We were on a road trip going from MN to CO and my phone stopped accessing cellular data. I could still send/receive phone calls and text message. I just could not use Google Maps, email, safari or other apps requiring cellular data service. Data "bars" would still show on my phone, but on occasion "SOS" would appear. Everything works when I use WIFI. Baffled!
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