topic Re: Phone not connecting to network in Mobile Network discussions

Phone not connecting to network

TruffleP20 — Sun, 10 Oct 2021 07:36:09 GMT

Help! My phone has not been connecting to the network for the past few weeks, anywhere I go.

Symptoms include:

Not being able to make or receive calls or texts
Apps not being able to connect to the internet

All the while my phone shows full/near full signal strength and a 4G connection.

I've tried a number of technical support options that have had me:

Turn mobile data off and on
Reset network settings
Manuallys select a nework
Reset my APNs
Disable any VPNs
Carry out a soft reset
Carry out a full factory reset

I've also checked that the apps all have permission and my data allowance is sufficient.

My device is a Huawei P20 Pro.

Any advice how I could fix this? This is my last resort before getting a new phone.

Thank you!

Re: Phone not connecting to network

Leanne_T — Sun, 10 Oct 2021 08:25:13 GMT

Hi @TruffleP20

Thanks for coming to the community.

Have you been able to try the SIM card in another phone to see if the same happens?

Thanks 🙂

Leanne.

Re: Phone not connecting to network

bristolian — Sun, 10 Oct 2021 08:38:26 GMT

Hi @TruffleP20

When your phone shows a signal and you try to make a call, what happens?

Is your phone an EE-supplied device, and does the phone show "VoLTE" next to your signal indicator?

Re: Phone not connecting to network

TruffleP20 — Mon, 11 Oct 2021 08:20:48 GMT

Hi @bristolian ,

Thanks for responding.

When I try and call out my screen says dialling but I get no ring tone and the device I'm calling gets no notification.

As I look at it currenty there is no VoLTE symbol.

Any thoughts what it could be?

Re: Phone not connecting to network

TruffleP20 — Mon, 11 Oct 2021 09:53:44 GMT

Hi @Leanne_T

Yes, I have tried that too and the SIM functioned fine in the other phone.

Re: Phone not connecting to network

James_B — Mon, 11 Oct 2021 10:05:38 GMT

Hi @TruffleP20,

That indicates it could be a hardware issue with your phone. Please get in touch with Customer Care so our Tech Gurus can run through some diagnostics with you.

They'll be happy to help. 🙂

James

Re: Phone not connecting to network

TruffleP20 — Mon, 11 Oct 2021 10:28:25 GMT

Thanks @James_B but I've already done that and they were unable to resolve the issue.

What else would you reccomend?

Re: Phone not connecting to network

James_B — Mon, 11 Oct 2021 10:30:35 GMT

Hi @TruffleP20,

Have you let them know the results of swapping the SIM into another phone?

James

Re: Phone not connecting to network

TruffleP20 — Mon, 11 Oct 2021 17:38:40 GMT

Hi @James_B , yes that's where we started before runnng through the list of items in my original post.

Re: Phone not connecting to network

Chris_B — Mon, 11 Oct 2021 17:46:18 GMT

@TruffleP20 do a full factory reset of the device do not restore your device from any backup. See how that goes. If that’s okay restore from your backup if the problem comes back go through all again and delete that back up and set your device up from scratch again.

if possible and this is the best thing you can do is a fresh install of the device OS not just do the on-board reset of the device.

Re: Phone not connecting to network

bristolian — Mon, 11 Oct 2021 19:20:58 GMT

@TruffleP20 wrote:

When I try and call out my screen says dialling but I get no ring tone and the device I'm calling gets no notification.

As I look at it currenty there is no VoLTE symbol.

Does your device have any options in the menus for locking to 2G/3G or disabling 4G?

If so, it would be an interesting test to see what effect this produces. It may not alter the end result, but if you're not seeing a VoLTE symbol then there's little to lose by trying.

Re: Phone not connecting to network

TruffleP20 — Tue, 12 Oct 2021 09:30:41 GMT

Hi @Chris_B , thanks for the advice.

Tried a full factory reset, rebooting from scratch (no backup), this morning. Unfortunately no luck.

Do you have any guides for how to do a full OS reinstall?

Re: Phone not connecting to network

TruffleP20 — Tue, 12 Oct 2021 09:31:51 GMT

Hi @bristolian , I tried a manual network selection on to EE(3g) but no luck unfortunately.

Anything else you would suggest?

Re: Phone not connecting to network

Chris_B — Tue, 12 Oct 2021 12:15:00 GMT

@TruffleP20 Have a read of THIS.
you need to download that software so you can install a fresh version of the OS on your device.

if this doesn’t work then the device is faulty.