topic Re: Can't use 4G or send text messages despite saying I am connected to EE in Mobile Services

Can't use 4G or send text messages despite saying I am connected to EE

mnw117 — Fri, 24 Nov 2023 13:53:28 GMT

So I recently had my iPhone stolen and got a replacement sim card connected to the same EE number (and a cheap nokia) until yesterday were I was lent a iPhone 8 on the EE network by a friend.

I put my sim card in and set up my Apple account. I am however unable to use the EE network if I turn Wi-Fi off. I've reset, turned airplane mode on, software updated and yet I still can't access the 4G network despite my phone saying I am connected with signal.

No messages send and I cannot access the web. My phone is running iOS 16.7.2 and the Network Provider is on version EE 54.0.

Has anyone any ideas on how I can fix this?

Re: Can't use 4G or send text messages despite saying I am connected to EE

Leanne_T — Fri, 24 Nov 2023 15:23:10 GMT

Hi @mnw117

Welcome to the community 🙂

Can you make calls and send texts using the iPhone?

What happens if you try and access the Safari or any apps?

Leanne.

Re: Can't use 4G or send text messages despite saying I am connected to EE

bristolian — Fri, 24 Nov 2023 15:51:00 GMT

When you say you can't access 4G.. do you mean that you are getting 2G or 3G coverage?

Or that your phone shows 4G service but you are unable to use certain functions? Does 4G-calling show next to the coverage indicators?

Re: Can't use 4G or send text messages despite saying I am connected to EE

mnw117 — Sun, 26 Nov 2023 12:30:13 GMT

Hello Leanne,

I can only send iMessages since its using the Wi-Fi. If I try to send a text or use safari whilst using the mobile network it says it can't laod the page as if it was not connected to the internet.

Re: Can't use 4G or send text messages despite saying I am connected to EE

mnw117 — Sun, 26 Nov 2023 12:33:06 GMT

My phone states that it is connected to 4G with signal however my phone won't send any texts or load anything that requires internet. For instance if I try and use safari it states that its not connected to the internet despite having 4G signal.

Re: Can't use 4G or send text messages despite saying I am connected to EE

Katie_B — Sun, 26 Nov 2023 13:34:48 GMT

Hi @mnw117.

Are you able to test your SIM by putting it back into the Nokia phone?

Speak soon,

Katie

Re: Can't use 4G or send text messages despite saying I am connected to EE

bristolian — Sun, 26 Nov 2023 15:27:20 GMT

When you say you can't access 4G.. do you mean that you are getting 2G or 3G coverage?

Does 4G-calling show next to the coverage indicators?

Re: Can't use 4G or send text messages despite saying I am connected to EE

mnw117 — Sun, 26 Nov 2023 21:24:20 GMT

Hi Katie,

Swapped the Sims back and I can't send texts on the Nokia as well, however I can receive calls on both my iPhone and my Nokia. I went onto the EE website and logged in, and despite having paid my bills they've suspended my mobile services?

Re: Can't use 4G or send text messages despite saying I am connected to EE

Leanne_T — Mon, 27 Nov 2023 07:46:55 GMT

Hi @mnw117

Thanks for coming back to us, please give us a call and our mobile guides will get this looked into for you.

Let me know how you get on 🙂

Leanne.