topic EE Data SIM won't connect to internet in Mobile Data

EE Data SIM won't connect to internet

Bobtheknobs — Wed, 02 Aug 2023 14:30:33 GMT

I have a new EE contract data SIM. I am trying to use it in a Celerway Go portable router. The router recognises the SIM, configures itself with what looks to be the correct settings (APN=everywhere), but the status never gets beyond 'connecting'.

An O2 data SIM in the same router works fine. This EE data SIM works fine in other routers, so the SIM itself appears to be fine. I have another EE data SIM which also works fine in other devices, but also doesn't connect if put in the Celerway Go. Swapping SIM slots doesn't help.

Any ideas? I'm about to give up on EE and try another network.

Re: EE Data SIM won't connect to internet

Leanne_T — Wed, 02 Aug 2023 16:37:23 GMT

Hi @Bobtheknobs

Thanks for coming here.

Does the router support iPV6?

If no other EE SIM card is working, have you tried contacting the manufacturer to see if EE is compatible with this router?

Leanne.

Re: EE Data SIM won't connect to internet

Bobtheknobs — Thu, 03 Aug 2023 09:49:55 GMT

Hi Leanne,

Thanks for the reply. Yes, the router is iPV6 compatible, and I'm aware of other EE SIMs working (the company that sold me the router have one working, and they just inserted it and it worked first time). I've just tried a third EE SIM here with the same result. These EE SIMs are ordered via our company agent, but they work fine elsewhere.

Bob

Re: EE Data SIM won't connect to internet

Leanne_T — Thu, 03 Aug 2023 09:54:58 GMT

Thanks @Bobtheknobs

In this case, please report this to our tech gurus or via your company so this can be looked into.

Leanne.

Re: EE Data SIM won't connect to internet

Bobtheknobs — Thu, 03 Aug 2023 10:45:27 GMT

I tried ringing the EE Helpline but they didn't recognise either the SIM number or the phone number, so couldn't progress it! I don't think I'll get anywhere reporting the issue back through my company, as essentially the SIM is working. It just seems to be some strange incompatibility with these SIMs and the router. Probably just a config tweak needed, but it's knowing what to tweak.

I have also registered the query with the router manufacturer (trying all angles!).

Bob

Re: EE Data SIM won't connect to internet

Leanne_T — Thu, 03 Aug 2023 11:59:28 GMT

Is the SIM part of the business contract with your company? @Bobtheknobs

Leanne.

Re: EE Data SIM won't connect to internet

Bobtheknobs — Thu, 03 Aug 2023 14:31:46 GMT

I would imagine so, yes.

Re: EE Data SIM won't connect to internet

Leanne_T — Thu, 03 Aug 2023 14:33:50 GMT

Thanks @Bobtheknobs

If you speak to your company agent who provided the SIM, they can contact EE and let them know what is happening to see if anything is needed to be changed.

Leanne.

Re: EE Data SIM won't connect to internet

Bobtheknobs — Mon, 07 Aug 2023 17:48:53 GMT

One other user of the Celerway Go has found that his PAYG SIM works fine, but as mentioned mine doesn't. Comparing the two, the settings are below (all autoconfigured). Would you expect the differences seen here?

My Contract SIM:
ICCID belongs to Mobile World (MVNO of T-Mobile)
IMSI used is:
Network operator: Everything Everywhere Ltd
Network name: T-Mobile UK

PAYG SIM:
ICCID belongs to IDT Mobile (MVNO of Orange).
IMSI used is:
Network operator: Orange PCS Ltd
Network name: Orange

Re: EE Data SIM won't connect to internet

Christopher_G — Tue, 08 Aug 2023 06:48:08 GMT

Hi @Bobtheknobs

Are you able to change the settings? We have a EE APN Settings: Where to find them article that may be of help to you.

Chris

Re: EE Data SIM won't connect to internet

EssexBoyEE — Tue, 08 Aug 2023 13:36:36 GMT

@Bobtheknobs wrote - One other user of the Celerway Go has found that his PAYG SIM works fine, but as mentioned mine doesn't. Comparing the two, the settings are below (all autoconfigured). Would you expect the differences seen here?

My Contract SIM:
ICCID belongs to Mobile World (MVNO of T-Mobile)
IMSI used is:
Network operator: Everything Everywhere Ltd
Network name: T-Mobile UK

PAYG SIM:
ICCID belongs to IDT Mobile (MVNO of Orange).
IMSI used is:
Network operator: Orange PCS Ltd
Network name: Orange

If I'm reading this correctly these are very old Auto APN Configurations, the first one (T Mobile) would probably be APN = general.t-mobile.uk and the second (Orange) would = orangeinternet, these are original Network APN's (3G) that were merged with EE, so they should still work (for now) if the Sims were supplied by EE but Ive noticed both of the Auto configurations mention MVNO's (Virtual Networks) of TM and Orange, so there is a good chance that the MVNO could have had there own APN Settings, example IDT APN would be = id, which may not work with an original EE supplied Sim.

There is also another issue with using Older MVNO APN's on the EE Network, in as much that, if or should they work, the Older MVNO APN';s may not have access to all of EE's current 4G/5G Bands, which could prove problematic in different locations in the UK. Whilst on the subject of 4G/5G Bands did this Device originate from the USA or that Area? if so, again not all UK / EU 4G Bands may not be supported by the Device.

If this Device is supplied to you through your Business, is it configured to work through a VPN?, if so an Incorrect APN Setting can also cause issues through a VPN Gateway.

Can you confirm where the Sim Cards are sourced from?, ie, directly from EE or another SIM Provider, then check the required APN Settings for the SIM Source.

For a EE Supplied SIM, the APN Settings would be -

APN Name = EE or Internet, APN = everywhere, User = leave blank, Password = leave blank, IPV = IPV4/6 (although I would always set this to IPV4 Only first) and Authentication Type = PAP, if a VPN is involved disable this for now and try and get a normal Internet working through EE's Gateway first, then setup the VPN as per the required VPN Settings (you may need to change the Authentication and IPV Settings depending on the VPN Requirements).