topic Re: Unable to activate mobile data in Mobile Data

Unable to activate mobile data

RobertRoss — Sat, 28 Jan 2023 12:13:15 GMT

I have a Samsung Galaxy S3. Since the first week of January I have been unable to switch on mobile data and roaming. When I log in to the EE app it shows that I have more than 1GB of data available. Flight Mode is off. I haven't changed any settings. Any idea what is wrong?

Re: Unable to activate mobile data

XRaySpeX — Sat, 28 Jan 2023 12:21:29 GMT

@RobertRoss : Where are you that you wish to turn on roaming?

Re: Unable to activate mobile data

RobertRoss — Sat, 28 Jan 2023 12:51:02 GMT

I am currently in the UK but will soon need to use roaming in France. The problem is that I cannot activate ANY mobile data even with "Set mobile data limit" off.

Re: Unable to activate mobile data

XRaySpeX — Sat, 28 Jan 2023 12:53:07 GMT

Where are you trying to switch on Mobile Data? On your phone or on your MyEE a/c?

Re: Unable to activate mobile data

RobertRoss — Sat, 28 Jan 2023 15:34:32 GMT

Trying to activate data from the phone. Settings...Data Usage...Mobile data.

Re: Unable to activate mobile data

Christopher_G — Sun, 29 Jan 2023 07:52:03 GMT

Hi @RobertRoss

I would recommend speaking with our mobile care team so they can check your account from our side.

Chris

Re: Unable to activate mobile data

RobertRoss — Sun, 29 Jan 2023 11:04:14 GMT

I have just spoken to an excellent technical support person. The solution was to manually select a non-EE mobile data network on the phone (which, obviously, did not work) then manually select the EE mobile data network and restart the phone. This forced a "hard reset" to the EE mobile data network and everything is now working fine again.

Re: Unable to activate mobile data

Christopher_G — Sun, 29 Jan 2023 11:58:11 GMT

That's great, I'm glad you're all sorted, @RobertRoss.

Thanks for coming back to let us know. Hopefully someone else in the same situation in future sees this.

Chris