topic Re: Mobile WiFi connection failure in Mobile Broadband

Mobile WiFi connection failure

Billh1 — Thu, 12 Jan 2023 13:53:51 GMT

My mobile WiFi has suddenly stopped working. When I try to log in I get a message saying "login to Web management account to access the Internet". When I do this I get a message saying "connection failed, profile invalid, contact service provider ". It was fine yesterday afternoon but last night and today I haven't been able to get a connection. Tried clearing the cache but it made no difference. Any ideas out there? I don't have a number for EE and doubt if they would be of any help if I did.

Re: Mobile WiFi connection failure

Leanne_T — Thu, 12 Jan 2023 15:59:34 GMT

Hi @Billh1

Thanks for coming here.

Have you tried restarting the device?

Is the SIM on pay as you go or a pay monthly contract?

Thanks 🙂

Leanne.

Re: Mobile WiFi connection failure

Mick-DC — Fri, 13 Jan 2023 11:28:41 GMT

I am having the same problem. Using an E3533 dongle for years and today won't connect and says my profile is invalid?? This is on a pay as you go contract tried resetting, rebooting and still same message.

Also had problems with topping up had to email EE to get that done.

Very shoddy for a so called market leading provider

Re: Mobile WiFi connection failure

Leanne_T — Fri, 13 Jan 2023 11:32:01 GMT

Hi @Mick-DC

Are you able to try the SIM in another device to see if it works?

Leanne.

Re: Mobile WiFi connection failure

KevinCarr — Sat, 14 Jan 2023 18:01:29 GMT

Also having same problem with HUAWEI E5330 pocket wi-fi. Stopped working yesterday, tried resetting, rebooting etc. but no use. Any help would be appreciated. Thank you.

Re: Mobile WiFi connection failure

KevinCarr — Sat, 14 Jan 2023 18:35:00 GMT

I swapped the SIM with one in my EE phone. The Huawei wi-fi worked first time and the phone worked with the wi-fi SIM. When I swapped them back the wi-fi produced the same error again (phone was ok with original SIM though).

Re: Mobile WiFi connection failure

Jon_K — Sun, 15 Jan 2023 09:18:32 GMT

Hi @KevinCarr.

Are you able to try getting a replacement SIM card to see if this helps?

The alternative is to factory reset the WiFi device.

Jon

Re: Mobile WiFi connection failure

KevinCarr — Sun, 15 Jan 2023 17:05:17 GMT

I have factory reset serveral times to no effect.

Have swapped SIMs with another EE phone. Both SIMs work in each other's devices but when swapped back the original sim in the Huawei mobile wifi just displays EE 3G 'Connection Failed. The profile is invalid. Please contact service provider'.

Re: Mobile WiFi connection failure

Katie_B — Mon, 16 Jan 2023 08:17:52 GMT

That's strange @KevinCarr.

I would recommend giving us a call so our technical care team can take a further look into this for you.

Please be sure to keep us updated on this one.

Katie

Re: Mobile WiFi connection failure

jim126 — Mon, 16 Jan 2023 13:05:17 GMT

I'm glad it isn't just me then. It was working fine on Wednesday, then from Thursday I've been getting the same problems on a Huawei USB dongle on my laptop. Have reset it to factory settings, uninstalled and reinstalled and it's still not working. It seems like the server it's supposed to connect with is down.

Update: checked to see if EE is having problems and many are reporting internet outages around the London and south-east areas. That makes me think even more that the server the dongles connect to is in one of those areas and is having problems

Re: Mobile WiFi connection failure

Billh1 — Mon, 16 Jan 2023 16:10:18 GMT

Been away for the weekend so haven't been able to chase this up until now. Took the mobile wifi with me to try it in a new location to see if it was a network coverage problem but it still wouldn't work (100 miles from where I normally use it). Contacted EE technical support today when I finally found a contact number that would work on a non-EE phone (0800 956 6000). I believe you can just use 150 if you do have an EE phone. After much to-ing and fro-ing, in an attempt to fob me off, the guy at EE seemed to eventually hit on the solution by pure fluke. I had my laptop switched on and opened on the Huawei wifi management page while we were talking and it suddenly sprang into life showing it had just connected to the internet. When I asked him what he had done he said he had done a Network Reset. So if you are still having the same problem, you need to phone EE and get them to do the same for the mobile number assigned to your wifi dongle. Hope this helps.

Re: Mobile WiFi connection failure

Christopher_G — Mon, 16 Jan 2023 17:57:41 GMT

Thanks for coming back to us to tell us what happened, @Billh1.

Hopefully your connection stays stable.

Chris

Re: Mobile WiFi connection failure

jim126 — Fri, 20 Jan 2023 13:54:37 GMT

Thank you, that did it.

A nice guy in Waterford did a reset and it's working now. Just hope it stays working!

Re: Mobile WiFi connection failure

Leanne_T — Fri, 20 Jan 2023 14:48:43 GMT

Thanks for letting us know @jim126

Leanne 🙂

Re: Mobile WiFi connection failure

KevinCarr — Sun, 29 Jan 2023 15:57:58 GMT

Hi, after reading the advice on here I phoned 150 from my EE phone and explained what I had read here and that I needed a network reset on my mobile wi-fi unit. After a few security questions the technician did a network reset and my mobile wi-fi is now working.

Thank you, Billh1 & EE

Re: Mobile WiFi connection failure

James_B — Mon, 30 Jan 2023 08:05:51 GMT

That's great @KevinCarr

Thanks for letting us know. 🙂

James

Re: Mobile WiFi connection failure

Mick-DC — Tue, 31 Jan 2023 11:01:57 GMT

Called EE and asked about resetting as other people on here have done with some success. However I was told they have stopped the 3G service in my area and there are no replacement 4G plug in dongles available so am now off line with unused data and credit just sitting in ee's account 😠

Re: Mobile WiFi connection failure

Leanne_T — Tue, 31 Jan 2023 11:44:55 GMT

Hi there @Mick-DC

Thanks for coming here.

I would suggest calling us again to discuss your options and see what is available for you.

Leanne.