topic Re: Mobile data in Mobile Data

Mobile data

JulieTRose3 — Fri, 16 Aug 2024 13:12:41 GMT

I am having problems with mobile data when away from the house. I keep getting the message “could not activate mobile data network”. My mobile data is switched on and I have tried the recommended fixes like turning on and off. Please advise.

Re: Mobile data

Leanne_T — Fri, 16 Aug 2024 15:29:06 GMT

Hi @JulieTRose3

Thanks for coming to the community and letting us know what you have tried already.

Has the data worked for you previously? If so, when did this message start showing when using data?

Have you made any account changes recently?

Speak soon 🙂

Leanne.

Re: Mobile data

JulieTRose3 — Fri, 16 Aug 2024 15:52:33 GMT

Hi Leanne,

Yes the data has always worked fine. It is only in the last few weeks that I have been having this problem.

I upgraded my plan a couple of days ago but I have had the problem prior to that.

Thanks

Julie

Re: Mobile data

Leanne_T — Fri, 16 Aug 2024 15:57:41 GMT

Thanks for the extra details @JulieTRose3

What device are you using?

Could you try logging into the EE app, selecting your profile, then Settings and Permissions, do you have use mobile data turned on?

Leanne.

Re: Mobile data

JulieTRose3 — Fri, 16 Aug 2024 16:01:14 GMT

I am using an iPhone 13 Pro.

i have checked in the EE app and yes the mobile data is switched on.

Julie

Re: Mobile data

Leanne_T — Fri, 16 Aug 2024 16:04:03 GMT

Perfect, thanks for checking @JulieTRose3

Could you try resetting the network settings, to do this please go into your iPhone Settings > General > Transfer or reset iPhone > Reset > Reset Network Settings.

This will remove any saved WiFi passwords, once this has been done can you try again and let me know how you get on?

Leanne 🙂

Re: Mobile data

JulieTRose3 — Fri, 16 Aug 2024 16:09:00 GMT

Thank you, I have done this and will let you know if it works when I am next away from the WiFi.

thanks for your help

Julie

Re: Mobile data

Leanne_T — Fri, 16 Aug 2024 16:12:03 GMT

No problem @JulieTRose3

Hope this sorts it for you.

Speak soon 🙂

Leanne.

Re: Mobile data

JulieTRose3 — Sat, 17 Aug 2024 05:59:36 GMT

Hi Leanne

Unfortunately this has not sorted the problem and my mobile data is still not working.

Could you please advise urgently as I am missing important calls.

Thank you

Julie

Re: Mobile data

Peter_W — Sat, 17 Aug 2024 09:26:09 GMT

Hey again @JulieTRose3, I'm disappointed to hear that you've not noticed any improvement after giving this a try.

Since you first noticed this have you been unable to get online full stop, or will it work some of the time and not others?

Also when you look next to your signal bars, do you see a 4G/5G indicator next to them?

Peter

Re: Mobile data

JulieTRose3 — Sat, 17 Aug 2024 09:46:15 GMT

Hi Peter

At first it worked some of the time but the last few days I have not been able to use the mobile data at all when in a certain area away from the house. However, I had wondered whether the mobile signal has changed near me as it appears to be okay further away.

Yes I can see 4G/5G indicator.

Thanks

Julie

Re: Mobile data

Peter_W — Sat, 17 Aug 2024 09:53:13 GMT

Thanks @JulieTRose3

If this is working around some areas but not others, I'd definitely recommend having a check of our network status checker.

If you select the option to 'check service status' this will take a look at the area and see if there are any outages that could be having an impact on your current service.

Peter

Re: Mobile data

JulieTRose3 — Sat, 17 Aug 2024 10:13:56 GMT

Thanks Peter but I’ve tried this for my postcode and there are no problems in the area.

Re: Mobile data

Peter_W — Sat, 17 Aug 2024 10:32:26 GMT

Thanks for giving that a check, @JulieTRose3.

If this isn't flagging anything going on in your area at the moment, I'd definitely recommend reaching out to our technical support team, and they'll be able to do a bit more digging to see where this issue could lie.

Let us know how you get on 😊

Peter