topic Re: Phone shows strong 4G connection but doesn't have internet connection in Mobile Network discussions

Phone shows strong 4G connection but doesn't have internet connection

Sarahandjamie — Thu, 28 Jul 2022 13:30:57 GMT

Hello,

I have an iPhone 13 pro, am with EE and have 100GB of data which I am nowhere near running out of.

I seem to have an issue in certain locations, unfortunately one of which is my desk whereby it shows a good 4G connection along the top of my screen however nothing seems to load.

Typically if I try to do something it times out or tells me that I do not have an internet connection.

If I run an ookla speed test it just says 'Connecting...' until it give the error 'ERROR Can't reach Speedtest. Check your internet connection and try again'

I have tried altering a multitude of settings, in the iPhone settings and also resetting the network settings but no joy.

Could anyone help with this?

Re: Phone shows strong 4G connection but doesn't have internet connection

Northerner — Thu, 28 Jul 2022 15:06:07 GMT

Hi @Sarahandjamie

Have you checked your local network for issues?

https://coverage.ee.co.uk/coverage/ee

Try restarting your device.

Thanks

Re: Phone shows strong 4G connection but doesn't have internet connection

Sarahandjamie — Fri, 29 Jul 2022 08:09:54 GMT

Thanks @Northerner I have tried the old turn it off and on again a few times. This has been an ongoing issue for months in all honesty so had plenty of reboots, software updates, etc.

I am at my desk right now, have four bars 4G, no internet connection and the EE coverage & network map is showing no issues for this postcode.

Re: Phone shows strong 4G connection but doesn't have internet connection

Leanne_T — Fri, 29 Jul 2022 10:22:00 GMT

Hi @Sarahandjamie

Thanks for posting 🙂

Do you know if any other EE users have the same problem?

Speak soon.

Leanne.

Re: Phone shows strong 4G connection but doesn't have internet connection

Sarahandjamie — Mon, 01 Aug 2022 07:03:39 GMT

None of my colleagues are with EE but they don't have issues which leads me to believe it isn't the building/wall thickness or anything like that.

Re: Phone shows strong 4G connection but doesn't have internet connection

Leanne_T — Mon, 01 Aug 2022 09:04:32 GMT

Thanks @Sarahandjamie

In this case, I would suggest reporting this on our network status checker, if you select 'Check Status' you can report this to our network team.

They will get this looked into and keep you updated.

Thanks.

Leanne.

Re: Phone shows strong 4G connection but doesn't have internet connection

Sarahandjamie — Wed, 21 Sep 2022 09:48:21 GMT

Hello, Leanne.

Our IT guy in work actually had the same issue when he was with yourselves. In the end he switched to a different provider.

Re: Phone shows strong 4G connection but doesn't have internet connection

James_B — Wed, 21 Sep 2022 10:19:52 GMT

Hi @Sarahandjamie,

Did you report the problem via the Network Status Checker?

James

Re: Phone shows strong 4G connection but doesn't have internet connection

bristolian — Wed, 21 Sep 2022 11:46:52 GMT

@Sarahandjamie wrote:

I am at my desk right now, have four bars 4G, no internet connection and the EE coverage & network map is showing no issues for this postcode.

Does your phone show a VoLTE/4G-calling symbol when this is happening?

Re: Phone shows strong 4G connection but doesn't have internet connection

Sarahandjamie — Thu, 29 Sep 2022 07:04:25 GMT

Hi James, yes I have and I have had a text from EE stating that there is no issue with this network.

It would be good if someone was actually sent out to see if they have signal here though.

I have since spoken with other colleagues, many of whom had EE and have now moved to other providers due to their 4G never working in work.

Re: Phone shows strong 4G connection but doesn't have internet connection

Sarahandjamie — Thu, 29 Sep 2022 07:05:42 GMT

Hi Bristolian, I just get the 4G symbol and 4-5 signal bar strength.

It never shows VoLTE.

Re: Phone shows strong 4G connection but doesn't have internet connection

Christopher_G — Thu, 29 Sep 2022 07:11:49 GMT

Thanks @Sarahandjamie

I would suggest speaking with our Technical Support team so they can look into the coverage in the area more closely.

Chris

Re: Phone shows strong 4G connection but doesn't have internet connection

bristolian — Thu, 29 Sep 2022 11:19:35 GMT

I use Android which does show "VoLTE" when 4G-calling is available, I suspect iOS might just say "4G-call" or something similar. VoLTE is the technology which supports 4G-calling.

If you're not getting VoLTE, I suspect this could be related to your lack of mobile data.

Re: Phone shows strong 4G connection but doesn't have internet connection

RIK10 — Sat, 12 Aug 2023 13:46:11 GMT

I have the same issue. And I believe it is a phone issue - but no one provides a solution

Re: Phone shows strong 4G connection but doesn't have internet connection

Leanne_T — Sat, 12 Aug 2023 14:30:28 GMT

Hi @RIK10

Which phone are you using?

Can you make calls and send texts?

Leanne 🙂

Re: Phone shows strong 4G connection but doesn't have internet connection

SpaceJam64 — Sun, 13 Aug 2023 16:37:54 GMT

I have the same issue. I will have 4/5 4G bars but no connection - either data or for phone calls. This happens everywhere, so it’s not an issue with a particular area’s network.

im about to switch as it means the phone is not usable in many situations, but if we can resolve it fast then I won’t.

Re: Phone shows strong 4G connection but doesn't have internet connection

bristolian — Sun, 13 Aug 2023 17:07:15 GMT

Answers to the questions in message 8 of this thread would be useful to assist anyone else joining in on this thread with a "me too" post.

Message 11 explains why.