topic Re: Why is my mobile data not working? in Mobile Data

Why is my mobile data not working?

pixie48 — Sun, 21 May 2023 09:07:54 GMT

Re: Why is my mobile data not working?

Leanne_T — Sun, 21 May 2023 10:10:59 GMT

Hi @pixie48

Thanks for coming here.

What device are you using?

Are you in the UK?

Leanne 🙂

Re: Why is my mobile data not working?

pixie48 — Sun, 21 May 2023 10:44:44 GMT

yes I'm in the UK. i have a galaxy s6 edge

Re: Why is my mobile data not working?

Leanne_T — Sun, 21 May 2023 10:47:09 GMT

Thanks @pixie48

Have you restarted the phone?

What happens when you try and use data?

Leanne 🙂

Re: Why is my mobile data not working?

pixie48 — Sun, 21 May 2023 10:57:29 GMT

yes i have restarted multiple times and my daughter has also tried lots of things suggested by the community as i am not very good with tech but nothing seems to works!

as soon as i am out of range of Wi-Fi my phone just says no network?

Re: Why is my mobile data not working?

Leanne_T — Sun, 21 May 2023 11:40:15 GMT

Thanks @pixie48

Is the SIM pay as you go or pay monthly?

Leanne.

Re: Why is my mobile data not working?

pixie48 — Sun, 21 May 2023 11:42:16 GMT

it's pay as you go

Re: Why is my mobile data not working?

Leanne_T — Sun, 21 May 2023 11:46:56 GMT

Thanks @pixie48

When was the last time you used the SIM card?

If this is showing no service, could this have gone into hibernation?

Full details can be found here, What is pay as you go and flex hibernation, and how do I stop it?.

Leanne 🙂

Re: Why is my mobile data not working?

pixie48 — Sun, 21 May 2023 11:54:38 GMT

I make calls and send texts

Re: Why is my mobile data not working?

Leanne_T — Sun, 21 May 2023 11:58:10 GMT

Can you make calls and send texts when away from WiFi @pixie48?

Are you able to try the SIM card in another phone to see if the same happens?

Leanne 🙂

Re: Why is my mobile data not working?

pixie48 — Sun, 21 May 2023 12:07:05 GMT

yes i make calls and text when away from Wi-Fi. No i don't have another phone i can use

Re: Why is my mobile data not working?

Leanne_T — Sun, 21 May 2023 12:14:46 GMT

Thanks @pixie48

Do you have data turned on in your My EE account, you can check this in the My EE app > Menu > Settings and Permissions > Use data, is this turned on?

Do you have a data allowance with your pack?

Leanne 🙂

Re: Why is my mobile data not working?

pixie48 — Sun, 21 May 2023 14:36:10 GMT

yes i have data allowance with my pack.

i have turned on everything i can find that looks like it might relate to data but still nothing!!

Re: Why is my mobile data not working?

Leanne_T — Sun, 21 May 2023 14:40:41 GMT

Thanks @pixie48

In this case, please give us a call on 150 and the team will get this looked into for you and see what could be the cause of your data not working.

Leanne 🙂

Re: Why is my mobile data not working?

pixie48 — Sun, 21 May 2023 14:58:11 GMT

ok thank you Leanne

Re: Why is my mobile data not working?

Leanne_T — Sun, 21 May 2023 15:01:19 GMT

No problem @pixie48

Let me know how it goes 🙂

Leanne.