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no mobile data following phone upgrade

  • October 24, 2025
  • 5 replies
  • 86 views

My mum has had no mobile data since upgrading her phone. She can only access the internet on wifi. There is data in her contract. She can make calls but not access any internet/email etc content. What is the issue? Please help thanks. 

Best answer by WelshPaul

I would suggest that your mum performs a network reset on her iPhone 13. Open the Settings app, tap General, scroll down to and select Transfer or Reset iPhone, then tap Reset, and finally choose Reset Network Settings.

5 replies

WelshPaul
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Contributor
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  • Platinum 
Contributor
  • October 24, 2025

Hi ​@lucylow, What handset does your mum have?


  • Author
  • New Contributor
  • October 25, 2025

Hi an iPhone 13. I checked and mobile data is on and enabled for all her apps but still not working.


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  • iD Mobile Employee
  • October 25, 2025

Hi ​@lucylow Can your mom please try the following network reset steps;

"Go to Settings.
Tap Phone.
Tap My Number.
Use the delete button to remove the old number.
Use the keypad to enter the new number.
Tap Save.
1. Go to Settings
2. Messages
3. Turn off iMessage.
4. Go to General
5. Reset
6. Reset Network Settings.
7. Once the iPhone is open.
8. Go to Settings
9. Messages Turn ON iMessage.
10.This will recognize the new sim and have it verified."

Once completed and your mom is still not able to use her mobile data, please send us a direct message via the following link: https://community.idmobile.co.uk/inbox/overview and we’d take it from there.


  • Author
  • New Contributor
  • October 25, 2025

Ok happy to try that, she hasn’t changed her phone number though. 


WelshPaul
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Contributor
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  • Platinum 
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  • Answer
  • October 25, 2025

I would suggest that your mum performs a network reset on her iPhone 13. Open the Settings app, tap General, scroll down to and select Transfer or Reset iPhone, then tap Reset, and finally choose Reset Network Settings.