topic Re: Re: Phone shows strong 4G connection but doesn't have internet connection in Mobile Services

Re: Phone shows strong 4G connection but doesn't have internet connection

Lgorman851 — Fri, 28 Jul 2023 21:20:40 GMT

Did you ever get a resolution to this? I am having exact same issues with 4g. Shows full bars, says 4g, but cannot connect to Internet, cannot make or receive calls, cannot receive texts. This has been going on for a month now and I will assume that EE will want me to pay this month's bill even though I have not received the service I am paying for.

Apparently my 'incident' is with 'level 2', whatever that means because no one is in contact with me .

I just hope that you got this fixed and can shed some light as to what helped?

Very frustrated and feel like I may have to move mine, my partners and broadband all to a different provider.

Re: Re: Phone shows strong 4G connection but doesn't have internet connection

bristolian — Fri, 28 Jul 2023 23:42:02 GMT

Is there a VoLTE/4G-calling indicator next to the coverage indicators?

Raising an investigation via CS, as you have done, is the right thing to do.

Re: Re: Phone shows strong 4G connection but doesn't have internet connection

Lgorman851 — Sat, 29 Jul 2023 00:14:33 GMT

Hi bristolian

yes there seems to be the VoLTE and 4G symbols Intermittently. May be coincidence but I think network seems worse when they are there. I am getting better Internet when 'H+' is displayed.

Think I am going to probably move providers as of tomorrow. I've been with EE since they began and have never had any real issues, but this one they can't seem to fix. Too many important calls cannot get through to me and I am reliant on those calls.

Re: Re: Phone shows strong 4G connection but doesn't have internet connection

bristolian — Sat, 29 Jul 2023 07:55:37 GMT

4G, natively, doesn't support voice calls - "VoLTE" means Voice over 4G and is the technology behind 4G-calling. A non-VoLTE phone relies on "CSFB" to fallback to 2G for voice calls.

"H" indicates 3G, this network is in the process of being switched off and has very limited data capacity.

In your case, the fix for the issue is to identify why you have 4G but not VoLTE, and this will likely be the basis for your fault ticket.