topic Re: 4G keeps stopping in Archived Posts

4G keeps stopping

b303 — Tue, 30 Mar 2021 11:06:14 GMT

Hi all,

I've had an EE sim since 2018 which has worked fine until a few weeks ago when the 4G signal would stop at random times during the day. I'd still have a connection to make calls and texts but mobile data stops working and there is a cross through the 4G at the top of my phone screen. I obviously tried restarting the device but it makes no difference, after an hour or two the 4G signal will resume and it will be fine. This usually happens once a day or so. I'd also add that this happens at home (where my 4G signal is fine when it works) and when I'm out and about at other locations so I don't think this is a coverage issue.

I had a Moto G7 power running android 10 and was due an upgrade so thought hopefully it would work fine on my new device. A few days ago I received a Moto G9 power (also running android 10) and unfortunately I have exactly the same issue. Since I'm using the same sim card, I'm suspecting it's an issue with the sim rather than the device?

Thanks for any help you can offer!

Re: 4G keeps stopping

bristolian — Tue, 30 Mar 2021 11:36:48 GMT

Hi @b303

Although I appreciate this may not be straightforward in the current climate, do you know any friends or relatives who are on EE, who you may be able to try a 2-way SIM swap with?

Testing your SIM in their phone, and their SIM in your phone, would help prove whether this is indeed an issue with your SIM.

Re: 4G keeps stopping

Schockwave — Tue, 30 Mar 2021 11:41:28 GMT

Hello @b303 ,

Welcome to the community,

Have you taken your SIM card out and given it a wipe and put it back in to see if that makes a difference? Have you also made sure that you have your settings to allow data when on cellular? If neither of these work, then you may need a replacement SIM card, which you can do, by logging in to My EE.

Re: 4G keeps stopping

b303 — Tue, 30 Mar 2021 12:12:07 GMT

Hi both, I appreciate the quick replies.

I don't believe the cause of this is anything to do with my cellular settings because the 4G will work then stop working then start working again without me changing anything in the settings.

I do actually have a (fairly new) spare EE sim so as you suggest maybe the easiest solution would be to use this instead and hopefully the problem will be solved. I currently have a monthly pack that will renew in 9 days time. If I request a PAC code and use this to set up my new sim will my pack just automatically transfer over?

Thanks for the help!

Re: 4G keeps stopping

bristolian — Tue, 30 Mar 2021 12:17:49 GMT

When you say "4G stops working", do you mean that your phone loses coverage, or that data transfer stops?

I'm not clear what you're asking in your second part, but a PAC is for transferring a mobile number between mobile networks not within the same operator.

EE won't transfer numbers between SIMs except in the case of lost/stolen devices.

Re: 4G keeps stopping

Schockwave — Tue, 30 Mar 2021 12:18:31 GMT

@b303 , You cannot use a PAC code to port your number from EE to EE, you would have to port your number to another network on pay as you go and then from that network port it back again, or speak to EE customer service and see what they can do.

Re: 4G keeps stopping

b303 — Tue, 30 Mar 2021 12:21:43 GMT

Ah thank you, I hadn't realised you could only use a PAC code between networks. I'll give EE a call and see what they can do.

Thanks all!