Hi folks, strange one this, if anyone can help it would be much appreciated:
Last week my wife's phone (samsung S10) suddenly lost 4G.
She was at her wits end on Tuesday, after spending several hours on the phone to EE going through the same steps again and again, she is very close to cancelling the new phone order and moving away from EE .
This is what we have seen:
1. Swapping the original SIM with my phone moved 4G issue to my phone and fixed her phone.
2. EE sent a replacement SIM the behaviour was the same.
3. A gifgaff SIM also worked perfectly in my wifes phone - proof that the automatic network settings work.
4. It is not a mast issue as our 4GEE home router and my phone are getting 4G OK.
So there is no point to keep going through settings on her phone, they are clearly correct.
THE PROBLEM HAS TO BE EITHER:
1. Both SIMs are defective, this seems very unlikely since both would be have to broken in the same way and both work fine for phone calls and text messages.
2. It is an issue with her account, somehow data is disabled even though you can't see that, or her account is somehow switched to 5G only.
It really has to be #2 . I don't know how we can prove that to EE.
We have another call with EE support today at 17:00, but I am not hopeful they will fix it..
Many thanks in advance
Steve
