topic Re: Lost 4G connection in Mobile Data

Lost 4G connection

PaolaG — Wed, 12 Jul 2023 15:41:27 GMT

Up until 3 weeks ago I had a 4G signal. This has just stopped working. I am not on flight mode, am in an area with a strong signal, tried a factory reset (and lost my photos!), haven't used up my data and my husband's EE sim card in my phone (the same make and model as mine - Samsung A40) does have a 4G signal. My sim card in his phone doesn't. Any ideas?

Re: Lost 4G connection

Leanne_T — Wed, 12 Jul 2023 16:22:32 GMT

Hi @PaolaG

Thanks for coming here.

Can you make and receive calls?

Leanne.

Re: Lost 4G connection

bristolian — Wed, 12 Jul 2023 17:05:39 GMT

This sounds like a SIM or account issue. Are you getting coverage from 2G/3G, or no coverage at all?

In hindsight, it's always wise to backup personal data before factory resets.

Re: Lost 4G connection

PaolaG — Fri, 14 Jul 2023 08:07:53 GMT

Hi Leanne

Thank you for your help. Yes, I can make and receive calls.

Paola

Re: Lost 4G connection

PaolaG — Fri, 14 Jul 2023 08:15:47 GMT

Thank you for your help.

I have no coverage at all.

Re: Lost 4G connection

Katie_B — Fri, 14 Jul 2023 09:04:34 GMT

Hi @PaolaG.

Does your phone show as connected to 2/3G or does it show No Service?

Katie

Re: Lost 4G connection

PaolaG — Fri, 14 Jul 2023 14:29:47 GMT

Hi Katie,

I cannot get 2G 3G nor LTE at all

Re: Lost 4G connection

Christopher_G — Fri, 14 Jul 2023 15:15:38 GMT

OK, thanks @PaolaG. The best thing to do is speak to our technical support team by calling 150 from an EE phone. They'll be able to check your account to make sure everything is OK from our end.

Chris

Re: Lost 4G connection

PaolaG — Fri, 14 Jul 2023 15:59:19 GMT

Thank you Christopher. I will call.