iPhone 5S loses connection both online and offline and goes back to passcode screen

Hello and Good Morning Everyone,

           I wish to help my fiancee with a technical issue surrounding her iPhone 5S.  Basically, she is losing connection both online and offline regardless of the app being utilized.  For example, if  she logs into the home page of Facebook, the iPhone 5S will drop its connection or close and go straight back to the passcode screen.  If she tries to play games offline, the iPhone 5S does the exact thing by closing whatever is open and going back to the passcode screen.   This technical issue must be inherent to the iPhone 5S because it is not observed within the laptop or the tablet.

            After seeing this, I am completely stumped and don't know what to do with respect to troubleshooting strategies.   Any shared feedback which can possibly lead to resolution of this concern will be deeply appreciated.  In the meantime, I look forward to reviewing everyone shared thoughts and insights as they relate to this technical concern surrounding the iPhone 5S.

            Thank you

            George
GMartinAsked:
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JohnBusiness Consultant (Owner)Commented:
Try two things:

First, reset DNS.   Turn the phone to Airplane mode. Turn it off (power off). Turn it on and disable Airplane mode. Does it keep the connection?

Second, assuming no, Settings, General, Reset, Reset Network settings. Do this, wait till it is done, power off, turn on and check again.
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GMartinAuthor Commented:
Hello and Good Evening John,

             Thank you for your suggestions.  Honestly, I thought they would work.  Unfortunately, we are still having the same issue :-(

             George
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JohnBusiness Consultant (Owner)Commented:
Check to see if the iPhone works on cellular or a different wireless network. It may be a router incompatibility.

It is old enough that there may be a hardware error with the internal network.

Check with Apple (Store) and see if they think a complete reset might help. Back up first.
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GMartinAuthor Commented:
Hello and Good Morning John,

              We have a close friend who also uses an iPhone 5S which is the exact phone my fiancee is using.  Now, the only difference is the carrier.    Our close friend who is able to use our wireless with her iPhone 5S without any problems is using Boost Mobil while my fiancee is using AT&T.  Given this information, I do not believe their is a hardware incompatibility between the AT&T equipment and the phone.  However, I do believe the issue is obviously with my fiancee's phone.  Given this notion,  she plans on going by the AT&T office to have the phone checked out.  AT&T did issue this iPhone to her a while back so I believe a staff member at their local office will be able to help.
Interestingly, she can send and receive telephone calls.  The quick disconnections happen only when she is trying to use any app on the phone to connect with Facebook or to play games.  

                If you should have other suggestions John which come to mind, let me know and we will try them out.  Otherwise, we will be making plans on going by the AT&T store within the next day or two.

               George
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JohnBusiness Consultant (Owner)Commented:
Given this notion,  she plans on going by the AT&T office to have the phone checked out.

That is what I would do, and then let us know when you have done this. They may have a hardware solution and once we know, we may be able to offer some more assistance.

Apple (Store) may be able to do a firmware update on the phone as well.
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GMartinAuthor Commented:
Hello and Good Evening John,

           Thank you for your suggestions.  At this point, the iPhone 5S will be taken to our AT&T store because this company issued the phone to my fiancee.  The staff at this store have been notified of the concern and they have offered to back up everything to a cloud before carrying out any risky hardware resets or firmware updates.  

           Thanks again John :-)

           George
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JohnBusiness Consultant (Owner)Commented:
You are very welcome and I was happy to help. Good luck with AT&T Support
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