topic Re: Network status disconnected in Mobile Services

Network status disconnected

Lancastercastle — Wed, 20 Apr 2022 20:42:22 GMT

My phone will only make calls over wifi and no SMS messages. I activated an OPTUS sim in Australia. It did not work and when I returned to UK my network would not work. I have moved to EE changed number and factory reset, but no joy. SIM works perfectly in friends EE phone so it's a handset issue. Feels like my phone is blocking me from EE. Worried about SIM jacking by OPTUS user as received some dodgy emails while in Australia. Can anyone advise regarding hoe I can resolve this.

Thanks in advance.

Re: Network status disconnected

Northerner — Thu, 21 Apr 2022 06:34:15 GMT

Hi @Lancastercastle

What phone do you have and where was it purchased?

Is your EE SIM a pay monthly contract or PAYG? If PAYG when did you last make a chargeable call or text?

Are you in the UK now?

Thanks

Re: Network status disconnected

Lancastercastle — Thu, 21 Apr 2022 18:45:26 GMT

Hi Northerner thanks for your reply.

It's a Doogee S96 pro bought from Amazon. I am back in the UK but not been able to make a chargeable call since I left UK on 8th February. I was with Plus net at that time. I made the mistake of leaving the phone on the plane in my hand luggage. I was charged £30 connection fees so took out the sim and replaced with the OPTUS one which did not work

Re: Network status disconnected

Lancastercastle — Thu, 21 Apr 2022 18:46:55 GMT

Sorry always been on a monthly plan

Re: Network status disconnected

Christopher_G — Fri, 22 Apr 2022 06:45:46 GMT

Hi @Lancastercastle.

Do you know anyone else on EE who could try their SIM in your phone?

Chris

Re: Network status disconnected

Lancastercastle — Fri, 22 Apr 2022 14:52:14 GMT

Hi Chris yes tried my friends SIM and it was same. Worked on home wifi but not when on plan with wifi disabled. From this I am thinking handset issue and something in settings was altered when the Australia SIM was activated. Hoping someone else does not have control of my phone

Thanks

Roy

Re: Network status disconnected

EssexBoyEE — Fri, 22 Apr 2022 15:31:44 GMT

If the phone worked ok in Australia could be the APN is still set to that Network.

Check your APN Settings in the phone are correct for the EE Network.

Name: EE internet
APN: everywhere
Username: eesecure
Password: secure

Re: Network status disconnected

Lancastercastle — Fri, 22 Apr 2022 19:39:30 GMT

Thanks for suggestion EssexboyEE I have reset the APN settings and they are as you listed. I also checked with OPUS and they say the SIM is no longer active and assure me the SIM is not hijacked. Appreciate the reply it's a good call.

Re: Network status disconnected

James_B — Sat, 23 Apr 2022 11:10:53 GMT

Hi @Lancastercastle,

As your SIM is working as it should in other devices, I'd recommend contacting the manufacturer of your phone to see if they can offer some technical support.

James

Re: Network status disconnected

Lancastercastle — Sat, 23 Apr 2022 16:28:21 GMT

Thanks yes on with this already. Doogee support have asked a few questions and suggested a few solutions but no joy. They have got me on developers options at moment with some pretty complex asks. The EE shop could not get to the bottom of the problem and EE tech support given up too. It's a real challenge for someone much more tech savvy than me. Think will be taking to the repair shop to find out what is locking me out. After that it's a new phone.

Thanks all

Re: Network status disconnected

James_B — Sun, 24 Apr 2022 09:10:11 GMT

Hi @Lancastercastle,

If they are unable to find a solution, it's worth backing up your phone and trying a factory reset.

James

Re: Network status disconnected

Lancastercastle — Sun, 24 Apr 2022 09:33:22 GMT

Yes already done factory reset

Re: Network status disconnected

James_B — Sun, 24 Apr 2022 09:46:44 GMT

OK @Lancastercastle

Please let us know if you find a solution.

James

Re: Network status disconnected

Lancastercastle — Mon, 25 Apr 2022 10:30:26 GMT

Took into repair shop and told the signal being pulled from the motherboard is weak showing 3G or less. Solution new phone Possible damage from airport scanners. This sounds unlikely as lots of phones scanned. Took for second opinion. Guy two said rubbish to airport scanner causing problem. This repaired said only second slot EMI was working. Fixed while on a 4G signal but cut network as soon as dropped to 3G outside shop. Phone would have been under warranty when problem started but taken since February to diagnose.

Going to order new phone. Will post let you know outcome.

Thanks all and any comments on motherboard issue welcome.

Re: Network status disconnected

Leanne_T — Mon, 25 Apr 2022 10:33:23 GMT

Thanks for the update @Lancastercastle

Let us know how you get on with the new phone 🙂

Leanne.