Kerappo
Level 1 (4 points)
iPhone

Q: iPad Air 2 lost 4G, 3G works fine with my operator

My HW is iPad Air 2, 64 Giga. A1567. iOS 9.1, latest that is available today.

 

I have had a 4G contract with my operator for "a year" or more. 4G LTE has been working OK "a long time". But then "suddenly":

 

If I boot up the iPad with only the 3G allowed (and 4G disabled), this happens:

- 3G comes up OK and stays up OK.

 

If I boot up the iPad with 4G allowed, this happens:

- first 3G comes up OK. After about 3-30 sec the 4G network "comes up". But it disappears in a couple of second and "No Service" is displayed. I have NOT found a way to re-activate the 3G network without a reboot.

- I have tried to put it in "flight mode" and back, the service will NOT return with 4G or 3G.

- I have tried to disable 4G, then the "flight mode" but the 3G does not get activated. Stays in "No Service".

- WiFi is Ok when ever I try to connet via it.

 

What have I done:

- Went to my operator, they gave me a new SIM. It took about 5 hours for them to activate the new SIM. But after that the same behavior continues. 3G ok, 4G not ok as described above.

- I have taken my friends (different mobile data operator's) SIM with LTE activated and tried it in the same iPad. It stays OK in their 4G network. This makes me to believe that the iPad HW is OK.

- My operator took my SIM card and tried it in a phone at their office. The phone displayed LTE symbol. This made them to think that my contract with the operator is OK and 4G LTE is activated OK. After that they told me the problem is in the iPad.

- I have done the "reset network settings" several times.

- My operator has two APN addresses, have tried them both.

 

What should I try next? Is it even theoretically possible to explain what I'm seeing? I assume, this is some "hidden configuration between my operator and the iPad"?

iPad Air, iOS 9.1, A1567 - 64 Giga

Posted on Nov 18, 2015 12:25 AM

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Kerappo

Q: iPad Air 2 lost 4G, 3G works fine with my operator

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  • Helpful answers

  • by mario49,

    mario49 mario49 Nov 19, 2015 8:56 AM in response to Kerappo
    Community Specialists
    Nov 19, 2015 8:56 AM in response to Kerappo

    Hey Kerappo,

     

    If I understand correctly, the iPad will not stay connected to a 4G network. It looks like you have already done some troubleshooting. I would recommend you read this article, it may be able to help troubleshoot the issue. 

     

    If you can't connect to a cellular network or cellular data - Apple Support

    If you still can't connect to a cellular network, and have confirmed with your carrier that there isn't an issue with your account or network, try restoring your device.

    Thank you for using Apple Support Communities. 
    Have a good one. 

  • by Kerappo,

    Kerappo Kerappo Nov 20, 2015 12:29 PM in response to mario49
    Level 1 (4 points)
    iPhone
    Nov 20, 2015 12:29 PM in response to mario49

    Hello Mario49,

     

    Thank You for the answer. I still have the same problem.

     

    Yes, I had already tried all of those in the same page you linked.

     

    And finally yesterday evening I reset the whole device. "General - Reset - Erase All Content and Settings". After it was up again (and before restoring anything from a backup) I tried the SIM and no luck with 4G. 3G worked OK, 4G did not. After this test I restored the iPad and all is as before, 3G is OK, 4G does not work.

     

    I tried another operator's LTE card that I use in my iPhone 6 plus and tried with it. This card behaves the same way. No LTE, 3G is OK. While in my iPhone 6 plus in the exactly same room the LTE service comes up instantly.

     

    This leads me to believe, that there might be a "strange" HW problem with my iPad. This HW (or SW???) problem causes the 4G and LTE being not activated. OK, this is an assumption, but please let me know why you think I might be wrong :-) ???

     

    Could this be an antenna problem? Are there separate antennas for the 3G and 4G and LTE?

     

    As this iPad was bought from the EU market, I'm slowly leaning towards taking this iPad to the service. It is a month or two over 1 years old and the warranty here is 2 years for the devices.

     

    I'm also starting to believe, that there is nothing I could have done "wrong" to cause this behavior in the iPad?

     

    How should I proceed?

  • by mario49,

    mario49 mario49 Nov 22, 2015 6:04 AM in response to Kerappo
    Community Specialists
    Nov 22, 2015 6:04 AM in response to Kerappo

    Thank you for using the Apple Support Community. Due to the nature of your issue you may find more information by using another one of Apple's support resources - https://expresslane.apple.com/GetproductgroupList.action.