topic Network Configuration Issue mobile in Mobile Network discussions

Network Configuration Issue mobile

Laura2k — Sun, 14 Dec 2025 16:36:50 GMT

I recently upgraded my ee phone. I have been having issues with data on certain apps. WiFi works perfectly on all but when I don't have WiFi some apps are not working yet it says I have 5g. I have tried uninstaling the apps, restarting my ohine. Change permissions within apps and on my ee app but still not getting anywhere. Can someone advise?

Also in the ee app I can't go into parental controls as 'im not the account holder ' but I am the account holder?

Re: Network Configuration Issue mobile

Northerner — Sun, 14 Dec 2025 16:47:06 GMT

Hi @Laura2k

You need to change your parental settings in the app. To change the account holder you do this in your online account as you have not set your account up correctly.

This is why you cannot access certain apps on EE network.

Thanks

Re: Network Configuration Issue mobile

Laura2k — Sun, 14 Dec 2025 17:00:14 GMT

Thanks for advice

Do you know how to change account holder as I can't seem to find it on the app.

Thanks

Re: Network Configuration Issue mobile

bristolian — Sun, 14 Dec 2025 19:14:37 GMT

Did you have this same issue on your old phone? Did you continue using your SIM from your old phone (it's perfectly normal to do so)?

Out of curiosity, which apps are you having issues with?

Just checking some of the basics that the right solution is offered here.

Re: Network Configuration Issue mobile

Laura2k — Sun, 14 Dec 2025 19:36:41 GMT

No did not have the issue with old phone. Yes same sim, im having issues with Facebook, Instagram, Snapchat etc. Searching on Google is absolutely fine.

Re: Network Configuration Issue mobile

bristolian — Sun, 14 Dec 2025 22:26:02 GMT

I suspect your content lock settings have got reset when you upgraded and (presumably - again, perfectly normal) changed your plan. Normally this is one of the prompted questions as to whether you want to alter the settings.

https://ee.co.uk/help/security/staying-safe-online/switching-content-lock-on-or-off

Re: Network Configuration Issue mobile

Ali_A — Mon, 15 Dec 2025 13:33:37 GMT

Hi @Laura2k

The easiest way to update you to the bill payer/account holder level access on your online account is to reach out to our team, who will be able to amend this for you.
Once updated, you be able to follow the link @bristolian has given to update your content lock settings.

Or you can ask the guide to amend your content lock settings at the same time as updating your user access.

Ali