topic Re: Internet issue in Mobile Data

Internet issue

Sophie701 — Mon, 22 Apr 2024 07:25:43 GMT

Hi,

Whether I am connected to my Wi-Fi at home or using my data, I can't seem to be connected to the internet. Can anyone help?

Re: Internet issue

Leanne_T — Mon, 22 Apr 2024 09:24:56 GMT

Hi @Sophie701

Thanks for coming here 🙂

Have you tried restarting your device?

What happens when you try and access any apps or web sites?

Leanne.

Re: Internet issue

Sophie701 — Mon, 22 Apr 2024 10:24:31 GMT

Hi,

Yes I have restarted my phone several times and have even reset the network
as advised by Apple.
Nothing seems to fix this issue. Some apps work (facebook, instagram) but
others don't.
I get emails notifications but the emails don't show; all I get is "no
internet connection"

Re: Internet issue

Leanne_T — Mon, 22 Apr 2024 10:46:20 GMT

Thanks @Sophie701

Is this happening in multiple locations?

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

Leanne 🙂

Re: Internet issue

Sophie701 — Mon, 22 Apr 2024 11:11:31 GMT

it's happening everywhere (for example using my work wi-fi). I get
connected to the wi-fi, but I don't get an internet connection.
I have just upgraded my phone. It has an esim card so I can't transfer to
another phone!

Re: Internet issue

Leanne_T — Mon, 22 Apr 2024 11:14:08 GMT

I see, thanks @Sophie701

In this case, please call us on 150 and our tech guides will run through some troubleshooting to see what is needed to get this sorted for you.

Leanne.

Re: Internet issue

Sophie701 — Mon, 22 Apr 2024 11:17:31 GMT

ok thanks. I will call this afternoon when I have some free time.
Thank you for your help.

Sophie

Re: Internet issue

Leanne_T — Mon, 22 Apr 2024 11:18:59 GMT

No problem @Sophie701

Let me know how you get on.

Leanne 🙂

Re: Internet issue

Sophie701 — Mon, 22 Apr 2024 11:21:31 GMT

Will do.

Sophie

Re: Internet issue

Leanne_T — Mon, 22 Apr 2024 11:29:54 GMT

Thank you @Sophie701

Leanne 🙂

Re: Internet issue

bristolian — Mon, 22 Apr 2024 15:29:59 GMT

If both WiFi & mobile connections are equally affected, this is unlikely to be an issue with EE's mobile network but is pointing at the device itself.