topic Re: XR lost signal - eSim fix not loading in Apple

XR lost signal - eSim fix not loading

XR — Mon, 30 Dec 2019 04:11:20 GMT

Got an XR a few months ago. Have always had signal issues when leaving WiFi where I have had to turn off and on the phone again before being able to use the phone. Believe it’s an ios13 issue that is known.

Went to the guru at an apple bar and they recommended I installed an eSim which I did. I’ve now had no signal at all for over 48 hours and have reset all the network settings, turned it on and off etc. I’ve asked for help on the live chat and they told me to ring up (I can’t ring... I have no signal!!!!) They’ve also said it’s a known issue and being fixed, so I can’t do anything at all.

Very angry customer!

Re: XR lost signal - eSim fix not loading

Cleoriff — Mon, 30 Dec 2019 08:36:39 GMT

@XR

It's a known issue and I see you have already posted on this thread

https://community.o2.co.uk/t5/Pay-Monthly/iPhone-XR-dropping-signal-following-iOS13-Update/td-p/1266237/highlight/true/page/5 and we have heard nothing new. I will tag @Martin-O2 and @Chris_K to see if they know if they are any nearer a fix.

Re: XR lost signal - eSim fix not loading

MI5 — Mon, 30 Dec 2019 09:03:38 GMT

@XR

As you say the esim is supposed to fix this issue but it sounds like your port over to an esim has failed.

If you don6have any other means of phoning customer service I'd call in to your local O2 shop who should be able to check why the port hasn't gone through yet.

Re: XR lost signal - eSim fix not loading

Bambino — Mon, 30 Dec 2019 12:41:06 GMT

@XR If you have Skype or can borrow a friend's phone or have a land line you can call customer service for free from any phone on 0800 032 1402.

Re: XR lost signal - eSim fix not loading

Marjo — Tue, 31 Dec 2019 15:16:39 GMT

Hi guys, thanks for tagging us. I don't have a detailed update on this myself apart from that we're aware of a small number of iPhone XR customers experiencing intermittent connectivity, and we’re working closely with Apple to identify the cause and implement a fix. We have no ETA, but hope that the issue will be resolved soon. If you’re still impacted by this, please feel free to send me a PM here on the forum so we can get some details from you to help towards resolving this.

Re: XR lost signal - eSim fix not loading

dazzaxjr — Fri, 03 Jan 2020 15:33:04 GMT

Hi @Marjo

I am also having the issue with Iphone XR dropping mobil signal daily.

Been speaking to Apple and O2 for many weeks trying to resolve.

Happy to provide details if it will aid the investigation?

Re: XR lost signal - eSim fix not loading

dazzaxjr — Fri, 03 Jan 2020 15:39:58 GMT

P.S. I would also add that this is not an issue isolated to a few phones.

My local Apple store is well aware of the issue with iPhone XR and O2 network, and had seen dozens of examples in the last few weeks alone.

Re: XR lost signal - eSim fix not loading

Marjo — Wed, 08 Jan 2020 12:57:27 GMT

Update: We continue to prioritise this issue and we’re working hard to get this resolved for our customers. Apple has confirmed they will have a fix in an upcoming software release – date TBC.

In the meantime, and as a temporary solution, if you are impacted by this issue and lose signal then turning your device off and on again should restore your connectivity. If a re-start doesn’t restore service, we recommend you contact our customer services team who will be able to check your account and do further checks with you.