topic Re: Mobile 4G issues in Mobile Broadband

Mobile 4G issues

Jimmyjimmy2 — Tue, 21 May 2024 22:43:32 GMT

Got my new EE Mobile Broadband today and having issues. It says I have good signal generally and wifi signal, I have 4G but no internet connection. If I connect to it, it does in fact NOT connect to the internet. Managed to Sim swap and find the mobile number for the Sim so I could register it and it says I have no data left until the 21st June….

Help - this was supposed to be supporting me working from home, now I’m hot-spotting through my O2 mobile

Re: Mobile 4G issues

James_B — Wed, 22 May 2024 12:45:48 GMT

Hi @Jimmyjimmy2,

Welcome to the EE Community. 🙂

What was the reason for the SIM swap?

What type of data plan did you purchase?

James

Re: Mobile 4G issues

Jimmyjimmy2 — Wed, 22 May 2024 12:59:36 GMT

Hi James,

I did the Sim swap so I could get the phone number to register it and view my plan.

I should have had 100GB.

Jimmy

Re: Mobile 4G issues

James_B — Wed, 22 May 2024 13:08:41 GMT

Hi @Jimmyjimmy2,

By SIM swap, do you mean you just inserted the SIM into a different device to check the mobile number, or did you move your subscription to a replacement SIM?

Is it a pay as you go or pay monthly plan?

James

Re: Mobile 4G issues

Jimmyjimmy2 — Wed, 22 May 2024 15:18:36 GMT

Just checked the Sim, haven’t moved the plan or anything.

Pay monthly plan.

Jimmy

Re: Mobile 4G issues

Christopher_G — Wed, 22 May 2024 16:32:25 GMT

OK, thanks @Jimmyjimmy2

I think it's best if you give our Mobile Care team a call so they can check your account and make sure everything is set up as it should be.

Chris

Re: Mobile 4G issues

Jimmyjimmy2 — Wed, 22 May 2024 20:55:24 GMT

Thanks Chris I’ll try them tomorrow 👌🏼

Jimmy

Re: Mobile 4G issues

Jimmyjimmy2 — Thu, 23 May 2024 22:53:58 GMT

Got my new box 3 days ago, still not up and running and EE being very little help.
Initially they didn’t give me data package so I couldn’t get online, after speaking to many people just telling me to turn it off and on again or reset it someone twigged it hadn’t been allocated properly or something so yay got my data.
However my TV and games console will connect and show a connection on both wifi and LAN but but when I test the connection it’s says no access to internet.
Any tech experts got any ideas, tried EE all evening again and no help…

Re: Mobile 4G issues

Jimmyjimmy2 — Thu, 23 May 2024 22:55:53 GMT

Cheers pal, couldn’t get through on the phone through my lunch break, when on chat whilst at work and they realised I hadn’t been set up with data whatsoever…

Apologies received and they’ve given me unlimited data till the end of the month…

Re: Mobile 4G issues

Leanne_T — Fri, 24 May 2024 06:19:38 GMT

Thanks for coming back and letting us know @Jimmyjimmy2

Leanne 🙂

Re: Mobile 4G issues

Leanne_T — Fri, 24 May 2024 06:45:24 GMT

Hi there @Jimmyjimmy2

Thanks for coming back to us, I am sorry to hear this is happening.

Can you connect other devices to the mobile WiFi device and use data?

Have you tried restarting the TV and games console and reconnecting to the WiFi device?

Leanne 🙂

Re: Mobile 4G issues

Jimmyjimmy2 — Fri, 24 May 2024 07:48:26 GMT

Hi Leanne,

Thank you for your reply. I’ve tried turning tv, console and router off an on, and resetting all to clear settings and start again.

I’m wondering if somehow the router is blocking the tv and console internet access because they both say they connect to the router itself.

Jimmy

Re: Mobile 4G issues

Leanne_T — Fri, 24 May 2024 07:56:42 GMT

Hi @Jimmyjimmy2

Thanks for coming back to me.

Can you connect other devices and access data?

Leanne.

Re: Mobile 4G issues

Jimmyjimmy2 — Fri, 24 May 2024 07:58:26 GMT

Hi Leanne,

Yes my phone connects via wifi and works fine,

Jimmy

Re: Mobile 4G issues

Leanne_T — Fri, 24 May 2024 08:02:24 GMT

Thanks @Jimmyjimmy2

In this case, it may be worth having a chat with our tech guides, they can run through some troubleshooting with you to see what could be causing this.

Leanne 🙂

Re: Mobile 4G issues

Jimmyjimmy2 — Fri, 24 May 2024 08:38:26 GMT

Thank you Leanne, is there a direct number out there for them?

Jimmy

Re: Mobile 4G issues

Leanne_T — Fri, 24 May 2024 08:43:53 GMT

Hi @Jimmyjimmy2

You can call 150 from an EE phone or 07953 966 150 from any other phone and select option 2, 1, 2 then tech support will be an option for you 🙂

Leanne.

Re: Mobile 4G issues

Jimmyjimmy2 — Fri, 24 May 2024 09:03:26 GMT

Thank you 🙂

Jimmy

Re: Mobile 4G issues

Leanne_T — Fri, 24 May 2024 09:19:36 GMT

No problem @Jimmyjimmy2

Leanne 🙂

Re: Mobile 4G issues

Jimmyjimmy2 — Fri, 24 May 2024 19:59:26 GMT

So the TV and Playstaion although being able to connect with Three and O2 mobile broadband don’t work with EE so sadly it’s being returned.

Should have put that on the sales page…

Jimmy