topic Re: New phone won't access EE mobile data in Archived Posts

New phone won't access EE mobile data

Alistair75 — Thu, 10 Jun 2021 11:34:27 GMT

Yesterday I upgraded my Samsung Galaxy A70 for a Galaxy S20 FE. I took the SIM card from the A70 and put it in the S20 FE, updated all the software, used Smart Switch to copy all my data from the old phone. I have a 10GB data allowance, currently at 9.9GB to last 27 days. If I switch off WiFi on my phone, or leave the house I can't connect to the internet and I am invited to sign in to the EE network. This gives me the option of buying more data, although it'll helpfully point out I still have data left.

I've tried;

restarting the phone
switching airplane mode on and off
taking out the SIM card and wiping it with a soft cloth

None of this works. I've not had much joy getting through to Tech Support, so any help from here would be greatly appreciated.

Re: New phone won't access EE mobile data

bristolian — Thu, 10 Jun 2021 12:33:50 GMT

Hi @Alistair75

Welcome to the community

Is mobile data enabled on the device?

Re: New phone won't access EE mobile data

Alistair75 — Thu, 10 Jun 2021 12:47:50 GMT

It is, I should have mentioned I also tried switching that off and on again.

Re: New phone won't access EE mobile data

James_B — Thu, 10 Jun 2021 14:01:14 GMT

Hi @Alistair75,

Welcome to the EE Community. 🙂

Can you download your internet settings at setup-ee.wdsglobal.com/internet and let me know if that fixes the issue?

Thanks

James

Re: New phone won't access EE mobile data

Alistair75 — Fri, 11 Jun 2021 07:44:52 GMT

Hi James,

Sorry for the delayed response; it took me a while to find the correct format for my phone number (international number with a '+' at the start, so +4475xxxxxxxx) before I got the configuration message. If anyone else attempts this fix, I'd also recommend you have a note of your phone's model number from the "About Phone" section of the Settings, and you're able to make a note of the PIN you'll receive.

Unfortunately, this fix didn't work for me. Maybe it's a problem with selecting the phone model. About Phone states the Model name as "Galaxy S20 FE" and the Model number is "SM-G780F/DS". I installed the file for "Galaxy S20 FE (SM-G780F)", restarted my phone and encountered the same issue. I also installed "Galaxy S20 FE (SM-G780F DSM)", restarted, but the problem persists.

Could this be a fault with my phone?

Re: New phone won't access EE mobile data

Christopher_B — Fri, 11 Jun 2021 10:01:34 GMT

Hi @Alistair75

Thanks for trying everything you have so far.

I would like to try something else. Could you go to network settings and change it to 3g wait for a little while then move up to 4g.

Please let me know if this helps.

Thanks

Chris

Re: New phone won't access EE mobile data

Alistair75 — Fri, 11 Jun 2021 13:05:42 GMT

Hello,

Thanks for the suggestion; I set the Network mode to 3G/2G (auto connect) and restarted. An hour later I switched back to 4G/3G/2G (auto connect) and restarted. No luck, I'm afraid. I could repeat this using 3G only mode before resetting to 4G/3G/2G (auto connect), but at the moment the problem is persisting.

>An update

I switched to 3G only mode, restarted, waited 20 minutes and switched back to 4G/3G/2G (auto connect), restarted. No change.

Re: New phone won't access EE mobile data

Christopher_B — Fri, 11 Jun 2021 13:08:21 GMT

Thanks for trying that @Alistair75.

The best thing to do at this stage is contact our customer care team so they can look into this with you.

They'll do everything they can to get this sorted for you.

Thanks

Chris

Re: New phone won't access EE mobile data

Alistair75 — Fri, 11 Jun 2021 14:05:23 GMT

Thanks for your help, and the contact details.

Re: New phone won't access EE mobile data

Christopher_B — Fri, 11 Jun 2021 14:10:15 GMT

No problem at at @Alistair75.

Please come back and let us know how you get on.

Thanks

Chris

Re: New phone won't access EE mobile data

Alistair75 — Sat, 12 Jun 2021 07:05:41 GMT

So after a few hours running various tests and tweaks with tech support, I put a different SIM card in my phone, my my SIM card in another phone. My SIM card has the same problem in any other phone, but my phone works perfectly with a different SIM card.

This morning, I'll be going to the EE shop to get a new SIM card.

Re: New phone won't access EE mobile data

James_B — Sat, 12 Jun 2021 07:12:42 GMT

Thanks for the update @Alistair75

James