iPhone X users experiencing loss of network access

Reply
I'm a Participant Level 3 Kaar
I'm a Participant Level 3

iPhone X users experiencing loss of network access

iPhone X users experiencing intermittent or total loss of network access. PLEASE FIX IMMEDIATELY! I was at Apple today because the Fido tech I spoke with blamed Apple for the network access issues I've been having. Turns out, it was Fido all along, as I suspected.

 

Apple factory reset my phone (problem remained) and then replaced it entirely (problem remained). Apple tech told me they are seeing numerous Fido/Rogers customers with identical problem. 

 

Fido replaced SIM card twice in 24 hours which finally worked (as in, I got about 8 hours of access after the third SIM card on a brand new iPhone X before my phone started experiencing the same problem again). I'm posting on here because the Apple store staff said they were seeing lots of people with the same problem and ALL of then were with Fido or Rogers - no other carriers. Brand new phone - expensive plan. I just need it to actually work! 

 

Help, Fido. 

Flag this to a Moderator
Message 1 of 29
3,579 Views
Moderator
Moderator

Re: iPhone X users experiencing loss of network access

Hey @Kaar,

 

Welcome to our Community!

 

Sorry to see you're experiencing network troubles, definitely not the type of experience we want you to have!

 

I'll need a bit more info to get to the bottom of this:

 

- Does the issue occur indoors, outdoors, or both?

- Does it happen everywhere or only in specific locations?

- Have you experienced the same issue with your previous phone before switching to the iPhone X?

- Have you had a chance to switch your SIM card in a different phone to see if the same thing happens or not?

 

Thanks in advance for letting us know.



Flag this to a Moderator
Message 2 of 29
2,032 Views
I'm a Participant Level 3 Kaar
I'm a Participant Level 3

Re: iPhone X users experiencing loss of network access

Hi FidoClaudia.

 

I feel I have provided the information that answers some of your questions already above. However, I will detail the information below, including info not originally included. Hopefully this will provide clarification.

 

To be perfectly clear: this is a ROGERS and FIDO problem being experienced by many people. The Apple Store staff reported an onslaught of ROGERS and FIDO customers who have the iPhone X and are experiencing the same problem. They further noted that they haven't seen a single person with any other carrier with this issue. These observations would imply that Rogers/Fido need to address thed network access issue being experienced by numerous iPhone X owners. I posted to bring this to the company's attention as it's critical (for me at least) to have functional phone service.

 

Your questions:

 

- Does the issue occur indoors, outdoors, or both?

 

Both. My phone turned into an iPod (could only use it on WiFi) for 24 hours until I did the things described in my post above. Now the outages are intermittent and still unrelated to location. 

 

- Does it happen everywhere or only in specific locations?

 

Everywhere. And, as I was trying to emphasize, it's happening to numerous cutomers of yours. Literally, the first question the Apple Store staff asked when I described the problem was: "Are you with Rogers or Fido?" They then went on to explain that they are getting piles of iPhone X users with the same problem (either total, like my issue, or intermittent, like my issue since taking the steps described in my post above). I am posting this as the issue is widespread and unacceptable. I live very close to downtown Vancouver, so I'm not out in the country with patchy service or anything. 

 

- Have you experienced the same issue with your previous phone before switching to the iPhone X?

 

As mentioned, this is evidently an iPhone X problem on the Rogers network. I have not experienced it prior to this.

 

- Have you had a chance to switch your SIM card in a different phone to see if the same thing happens or not?

 

As mentioned, Apple completely replaced my phone. So, the new phone is a different phone. The problem remained because it is a Fido/Rogers problem. I also brought my SIM cards to Fido where, upon the third SIM card, it worked for several hours. 

 

Of note: the explanation I was given by the Fido representative was as follows: He speculated that both SIM cards I had (the ones that came with the phone) may have had their barcodes/serial numbers entered manually and may have had a typo causing them not to work. That seemed like a nonsensical explanation given that I have been using them for nearly two months without incident. If there was an error in SIM card info that prevented me from using it, one would assume it would be an immediate effect and notsomething that's suddenly a problem after two months of use. As well, the SIM cards info is entered via scanner, making the "typo" explanation even less plausible. 

 

I understand you have to run through the usual questions. But, just please kindly pass this information along to your supervisors so that they can address whatever issues are causing iPhone X users to experience the inability to access the cellular network. I know new technology doesn't always roll out seamlessly - just notifying you of a bug that needs fixing. Thanks. 

Flag this to a Moderator
Message 3 of 29
2,001 Views
Former Moderator FidoGabrielle
Former Moderator

Re: iPhone X users experiencing loss of network access

Thanks so much for all the details and clarifications about your issue @Kaar.

 

In fact we were really wondering if it was possible for you to try the sim in a completely different phone model (besides the iPhone X) to see if the issue persist? So we can find out if the issue comes from an incompatibility between the device features and our network or specifically from your account. That would help!



Flag this to a Moderator
Message 4 of 29
1,989 Views
Moderator
Moderator

Re: iPhone X users experiencing loss of network access

Hey @Kaar! I was just wondering if you had a chance to test out what @FidoGabrielle suggested?

 

I'm also sending you a PM so we can look into this in more detail and get to the bottom of things! See you there Smiley



Flag this to a Moderator
Message 5 of 29
1,966 Views
I'm a Participant Level 3 Kaar
I'm a Participant Level 3

Re: iPhone X users experiencing loss of network access

Hi FidoNick. Thanks for your reply.

 

I'm not sure if you read this thread in its entirety, but my intention was to notify Fido of a confirmed problem with  Fido network access for certain iPhone model customers. Please kindly look into and address this for iPhone X users on Rogers/Fido.

 

I don't feel it's an appropriate step/solution (especially to a widespread problem that has been demonstrated to have nothing to do with my personal phone/SIM card) to ask me to approach strangers, determine if we have the same cellular service provider and different phone model, and then request to put my (possibly corrupted, according to you?) SIM card in their phone. Does this really sound like a reasonable step to you? What would you do if a stranger approached you on the street asking to put a random SIM card in your phone? 

 

All I'm saying, once again, is to please kindly notify your supervisors so they can look into this glitch so that your customers can receive accurate and expedient service when they report this particular problem. (I would think this would also help your employees feel empowered to help, rather than to give customers the runaround by sending them to Apple for a non-Apple problem.)

 

Respectfully, I am not going to canvas the public for somebody who is a Fido customer with a different model phone and is crazy enough to let a stranger put an unknown SIM card in their phone. It has already been established that the problem isn't with my phone/SIM card anyway so even if I did that, it would be irrelevant to the issue. As such, I will leave the above information with you to address. Thank you, once again, for your time and attention. Smiley

 

 

Flag this to a Moderator
Message 6 of 29
1,885 Views
Moderator (inactive) FidoRanya
Moderator (inactive)

Re: iPhone X users experiencing loss of network access

Hey @Kaar

 

Thanks for the update. 

 

In no way were we implying to ask a stranger to test your SIM, we were leaning towards friends or family. If it's not possible you can also pass by a Fido location to get some testing done, they'll be more than happy to help! 

 

If you can reply to the last PM we sent out, we'll be able to assist further with this. 

 

Thanks! 



Flag this to a Moderator
Message 7 of 29
1,871 Views
I'm a Participant Level 3 Kaar
I'm a Participant Level 3

Re: iPhone X users experiencing loss of network access

Thanks. I went to Fido before I posted any of these messages. It's a problem with the network, not with my phone or SIM card. My apologies if I didn't manage to make that clear from previous messages. 

Flag this to a Moderator
Message 8 of 29
1,868 Views
Moderator
Moderator

Re: iPhone X users experiencing loss of network access

Hey @Kaar

 

Thank you for clarifying this. If you get a chance to get back to our PM we'll be able to take a closer look into this with you. 



Flag this to a Moderator
Message 9 of 29
1,857 Views
I'm a Participant Level 1 SH44
I'm a Participant Level 1

Re: iPhone X users experiencing loss of network access

I have experienced a similar issue to @Kaar. I have an iPhone X and was travelling between Kelowna and Vancouver. My phone lost service, as it often does through parts of the highway, but NEVER REGAINED or even recognized the Fido network again. I tried resetting network settings, turning phone on/off, etc but nothing worked... I took it into Fido immediately as my phone was basically rendered useless. The employee checked my SIM card in his own phone and said the sim worked in his, so the problem was with my iphone and I would have to sort it with Apple. I then had to go to the Apple store and as @Kaar has mentioned, the Apple representative said this is only an issue that they know of with IPhone X/iPhone 8 that are either with Fido or Rogers. They have not seen these issues with these same phones with the other networks. Luckily, mine was able to recognize the Fido network again after doing a full erase/reset of the device. This means you have to restore all data from a backup which can take hours and is not really a great solution if this were to continue happening.

 

Since this is not an issue with other iPhoneX/8 users on other networks, it seems that Fido should be working on a solution so that the network can be more reliable with these current phones. Otherwise, it seems Telus/Bell/etc really has you beat... and if then problem persists, it will definitly cost you business. It would be nice to hear back to be reassured that Fido is taking steps to stop this issue from occurring. 

Flag this to a Moderator
Message 10 of 29
1,711 Views
Moderator
Moderator

Re: iPhone X users experiencing loss of network access

Hey there @SH44,

 

Welcome to the community Smiley

 

Has this happened again or was your issue resolved after completing the factory reset? There are indeed similarities with both situations, though we'll look into each case individually to narrow down the root cause.

 

Just to clarify, your Fido SIM working perfectly fine on another device means that the issue is most likely related to your device. To confirm that we would need to take a closer look of course. That being said, have you already had the chance to contact us and have our technical support team look into it?

 

You can reach out to us here or alternatively, we can send you a PM on this platform if you prefer.



Flag this to a Moderator
Message 11 of 29
1,257 Views
I'm a Participant Level 2 nowaynoname
I'm a Participant Level 2

Re: iPhone X users experiencing loss of network access

Exact symptoms have happened to my iPhone X too.

 

Coverage at my office is poor and phone often loses network connectivity while in office.

 

Phone usually reconnects when I leave the office. Usually automatically, sometimes requires a reboot. This behaviour also occurred with my iPhone 5s.

 

Several months ago the phone failed to connect to the network after reboot. No bars. No improvement after several reboots, call to Fido support, new SIM card at the Fido store.

 

Next was the Apple store. Genius Bar tech explained that they've seen this many times for Fido/Rogers customers and that it has to do with the carrier profile files supplied by Fido/Rogers. He said they never see this for other carriers. The only recourse was reset to factory defaults, which worked.

 

My iPhone X has worked like a champ on all networks, including the US, Europe and locally in areas of decent signal strength. It's only when I'm on and off the network all day at the office that I have trouble reconnecting to the cellular network.

 

 

Today it happened again. Presently backing up the phone and planning to reset to factory default. Fingers crossed that the phone will recover properly.

 

 

Flag this to a Moderator
Message 12 of 29
1,225 Views
Former Moderator FidoPamela
Former Moderator

Re: iPhone X users experiencing loss of network access

That definitely shouldn't happen @nowaynoname

 

Let us know if the factory reset helps. 

 

If not we'll be happy to look into it with you. 

 



Flag this to a Moderator
Message 13 of 29
1,218 Views
I'm a Participant Level 2 nowaynoname
I'm a Participant Level 2

Re: iPhone X users experiencing loss of network access

After backing up my iPhone I installed a software update to version 12.0. After the reboot, the phone re-connected to the cellular network, so the immediate problem fixed for now without having to reset to defaults. As soon as the phone came up it also downloaded carrier settings. When this happened previously, the Apple tech explained that it would be the carrier settings (provided by Fido) that would fix whatever problem is preventing the phone from connecting to the network.

 

Appreciate Fido's happy offer to help with the problem. Since this is a known issue at the Apple store, it seems that the best way to help is to work with Apple to fix the issue. Apple's tech told me that they don't see this issue with iPhones on other carriers' networks.

Flag this to a Moderator
Message 14 of 29
1,197 Views
Moderator
Moderator

Re: iPhone X users experiencing loss of network access

Hey @nowaynoname

 

I'll be sending you a PM so we can verify the details together. 

 

Talk soon Smiley 



Flag this to a Moderator
Message 15 of 29
1,192 Views