topic Re: Re: iPad not connecting to network ( gov.uk / nhs.uk ) in Archived Posts

Re: iPad not connecting to network ( gov.uk / nhs.uk )

jonathanmerrett — Fri, 30 Apr 2021 14:46:04 GMT

Please reset my iPad sim. Doesn’t connect to any website or app, including BBC News. Plenty of signal, other EE sims work fine in device, no content restrictions in place, running latest iOS.

Thanks.

Re: Re: iPad not connecting to network ( gov.uk / nhs.uk )

James_B — Fri, 30 Apr 2021 14:52:51 GMT

Hi @jonathanmerrett,

Welcome to the EE Community. 🙂

Are you using a pay as you go or pay monthly plan?

Does your iPad show it is connected to the EE network?

What happens when you try to load a web page over mobile data?

James

Re: Re: iPad not connecting to network ( gov.uk / nhs.uk )

jonathanmerrett — Fri, 30 Apr 2021 16:51:10 GMT

Pay monthly. Yes, it shows full 4G connection with strong signal. Webpage fails to load and I get a “Safari cannot open the page “Xxx” because your iPad is not connected to the internet.” message.

Re: Re: iPad not connecting to network ( gov.uk / nhs.uk )

Chris_B — Fri, 30 Apr 2021 17:12:00 GMT

@jonathanmerrett Have you tried a network reset on the iPad ?

Re: Re: iPad not connecting to network ( gov.uk / nhs.uk )

jonathanmerrett — Fri, 30 Apr 2021 17:14:10 GMT

Yes.

Re: Re: iPad not connecting to network ( gov.uk / nhs.uk )

Chris_B — Fri, 30 Apr 2021 17:18:16 GMT

@jonathanmerrett Just to check the apps your trying to use have been allowed to use cellular data ? also the iPad isn’t in airplane mode ?

Re: Re: iPad not connecting to network ( gov.uk / nhs.uk )

jonathanmerrett — Fri, 30 Apr 2021 17:23:10 GMT

No. The aircraft is not in airplane mode, the cellular data function is turned on, there are no VPNs installed, there is full 4 bars of 4G showing on EE and I am in the UK, not roaming. I have 10GB of data on my plan and my EE account shows I have 10GB of this remaining. Because the network doesn’t work. Wi-fi works in the iPad.

Re: Re: iPad not connecting to network ( gov.uk / nhs.uk )

James_B — Fri, 30 Apr 2021 17:59:01 GMT

Hi @jonathanmerrett,

Were you in the same location when you tested with another SIM card?

James

Re: Re: iPad not connecting to network ( gov.uk / nhs.uk )

jonathanmerrett — Fri, 30 Apr 2021 18:00:10 GMT

Yes. Also an EE SIM card on a pay monthly plan (from my phone).

Re: Re: iPad not connecting to network ( gov.uk / nhs.uk )

Alex_S — Sat, 01 May 2021 07:23:16 GMT

Hi @jonathanmerrett,

I would recommend giving our Customer Care Team a call so they can go through the settings on your account with you.

Alex 🙂

Re: Re: iPad not connecting to network ( gov.uk / nhs.uk )

jonathanmerrett — Sat, 01 May 2021 08:05:10 GMT

Can’t you do that? The whole point in asking the question on here was so I wouldn’t have to spend time and money waiting on hold for hours to have this solved. What’s the point in this forum if you can’t solve issues like this?

Re: Re: iPad not connecting to network ( gov.uk / nhs.uk )

Alex_S — Sat, 01 May 2021 08:31:23 GMT

Hi @jonathanmerrett,

The EE Community is a public forum and we don't hold any account access here.

If you don't want to call our team, you can use the Live Chat service or pop into one of our EE Stores for account support.

Alex 🙂