topic Re: No mobile data on new sim in Mobile Data

No mobile data on new sim

SpinyNorman — Wed, 18 Oct 2023 09:52:55 GMT

Hi,

My old number has just been ported and I am currently able to call and text. However, no mobile data?

I have tried the forum suggestions, apn settings, restarts etc. My allowance remains unused and my browser states no internet connection.

Also, only 2g, 3g and lte showing in network mode

Have used iqmobile on ee network from current location previously and get excellent data connectivity.

Samsung s10.

Re: No mobile data on new sim

SpinyNorman — Wed, 18 Oct 2023 10:19:47 GMT

My contract also states £10 a month, this should be £9 as advertised for a BT customer.

Re: No mobile data on new sim

bristolian — Wed, 18 Oct 2023 10:22:17 GMT

It's often helpful to know exactly what has been tried so far, to avoid offering duplicate suggestions - also what's obvious to a regular user may not be to others.

2G, 3G & LTE (4G) is what I'd expect to see in network mode on any 4G-capable device. Are you using the same phone on EE, as you were on ID-Mobile? And does your phone show VoLTE/4G-calling next to the signal indicators?

Re: No mobile data on new sim

SpinyNorman — Wed, 18 Oct 2023 10:56:50 GMT

Yes same phone.

Nothing shows next to signal indicator on new ee sim.

Re: No mobile data on new sim

Christopher_G — Wed, 18 Oct 2023 13:13:29 GMT

Hi @SpinyNorman

Welcome to the community.

What kind of phone do you have?

Chris

Re: No mobile data on new sim

SpinyNorman — Wed, 18 Oct 2023 15:42:14 GMT

Samsung galaxy s10

Re: No mobile data on new sim

Katie_B — Wed, 18 Oct 2023 17:36:15 GMT

Thanks for getting back to us @SpinyNorman.

Are you aware what software your handset is currently running on?

Katie

Re: No mobile data on new sim

SpinyNorman — Wed, 18 Oct 2023 18:37:49 GMT

Android 9.

Not receiving incoming calls and texts at the moment either.

Re: No mobile data on new sim

bristolian — Wed, 18 Oct 2023 18:48:05 GMT

Has this phone been used on EE-UK previously? If no, it may be missing EE's carrier config which you can download from https://setup-ee.wdsglobal.com/internet

If yes, then one possibility is the port-in has caused an account-specific issue which should be taken up with EE CS.

This presumes you have restarted your phone since the port-in was confirmed complete.

Re: No mobile data on new sim

SpinyNorman — Wed, 18 Oct 2023 19:19:25 GMT

I've used ee network with this phone as iqmobile use it but not with an ee sim.

Will call customer service tomorrow if no change.

Cheers

Re: No mobile data on new sim

Leanne_T — Thu, 19 Oct 2023 07:31:44 GMT

Let us know how you get on after speaking to our customer care team if this is still happening this morning @SpinyNorman

Leanne 🙂

Re: No mobile data on new sim

SpinyNorman — Thu, 19 Oct 2023 08:54:10 GMT

Hi,

Haven't managed to speak to anyone. The automated seevice didn't seem to have a specific option for mobile data so I chose 'unable to make/receive calls' as that has been intermittent too.

The recording said it would check my line and send a text then hung up, that was 20 minutes ago and not received anything.

Re: No mobile data on new sim

Leanne_T — Thu, 19 Oct 2023 09:17:59 GMT

Hi @SpinyNorman

If you have no signal showing the text will not be received, please try selecting mobile queries, tech support and the option to speak to an agent to get this looked into 🙂

Leanne.

Re: No mobile data on new sim

SpinyNorman — Thu, 19 Oct 2023 14:50:10 GMT

Ok having spent most of the day trying to get this sorted ee cs have deemed my phone 'too old' for their sim and advised me to buy a new phone.

I have put in motion cancelling my contract (under 14 days), and have been sent a bill for the 24 month full amount??

I've just purchased a new smarty sim which works on my phone just fine. It's a shame I couldn't work this out with ee but if I have to update my phone to keep up with their modern sims it's just not practical.

Re: No mobile data on new sim

Leanne_T — Thu, 19 Oct 2023 14:54:38 GMT

Hi @SpinyNorman

Did you request to cancel the contract when you spoke to the team?

Where did you purchase the SIM contract?

Leanne 🙂

Re: No mobile data on new sim

bristolian — Thu, 19 Oct 2023 15:06:13 GMT

I would be extremely sceptical that your issues have anything to do with the age of either your phone or your SIM, that sounds like a well-intentioned CS agent guessing.

Far more likely, given that the phone works with other MVNOs, is that there is a settings issue with it - and it's using an incorrect config.

What was the outcome of installing EE's config from https://setup-ee.wdsglobal.com/internet ?

Re: No mobile data on new sim

SpinyNorman — Thu, 19 Oct 2023 15:44:52 GMT

Yes, they gave me the 0800 number to call but long wait times. Automated message suggested I send an email to channel.returns@ee.co.uk but that never got the automated response. So I filled the online form which states response within 72hours. I needed the pac code for smarty which I think triggered the final bill. Im sure the billing issue will be sorted. The sim was purchased on the ee website.

Re: No mobile data on new sim

SpinyNorman — Thu, 19 Oct 2023 15:48:15 GMT

Yes, I think you may be right about the settings but the config page didn't change anything unfortunately.

Re: No mobile data on new sim

bristolian — Thu, 19 Oct 2023 16:01:11 GMT

Be aware that cancellation & porting-out are two different processes. If you cancel via the returns process, I would expect this to cancel your account and disconnect your number.

Porting out is a different process and may not co-exist with a 14day return.

Re: No mobile data on new sim

SpinyNorman — Thu, 19 Oct 2023 20:49:15 GMT

The text I received states the charge for "ending your contract early....." I believe this is automated and a mistake. I have 14 days to cancel and I cannot afford to wait more than 3 days for ee to respond especially as I care for a couple of family members and am point of contact for medical/ care facilities etc. Unless ee is run by the mafia I can't see a problem.