topic Re: Can't access internet over mobile data in Pay as you go

Can't access internet over mobile data

Xa2 — Thu, 14 Mar 2024 15:59:51 GMT

I have a pay as you go contract and a Moto g6 phone. Connecting to WiFi is fine but I have tried everything to use the internet over mobile data including buying a 2.0 GB data add on but nothing has worked. I cannot get mobile data to work at all.

Re: Can't access internet over mobile data

XRaySpeX — Thu, 14 Mar 2024 16:08:59 GMT

@Xa2 : What does texting AL to 150 from your no. fully report verbatim (it is free)?

Re: Can't access internet over mobile data

Xa2 — Thu, 14 Mar 2024 16:11:03 GMT

This is the response from texting Al to 150:

Your current balance as of today 15:50 is £40.05. You have 2.0GB remaining until 06/04/2024 for your 2GB Add-on (30 day). Your last top up was £35.00 on 07/03/2024 at 08:16. For more info on your packs, add-ons or free boosts, go to the EE app or ee.co.uk

For info on our other Text Services, reply HELP or go to ee.co.uk/textservices

Re: Can't access internet over mobile data

XRaySpeX — Thu, 14 Mar 2024 16:14:20 GMT

There's no reason for it not to work. You are in UK?

Re: Can't access internet over mobile data

Xa2 — Thu, 14 Mar 2024 16:15:56 GMT

Yes in the UK

Re: Can't access internet over mobile data

Leanne_T — Thu, 14 Mar 2024 16:51:18 GMT

Hi @Xa2

Thanks for coming here 🙂

What happens when you try and access any apps or web pages?

Can you make calls and send texts?

Leanne.

Re: Can't access internet over mobile data

Xa2 — Thu, 14 Mar 2024 16:52:59 GMT

Calls and texts work just fine but I can't use apps that use internet over data

Re: Can't access internet over mobile data

Leanne_T — Thu, 14 Mar 2024 16:56:13 GMT

Thanks @Xa2

Have you been able to access the apps before using data?

Can you access web pages?

Leanne.

Re: Can't access internet over mobile data

Xa2 — Thu, 14 Mar 2024 16:57:42 GMT

I can't access web pages and I've never needed to use data before so I don't know if it ever worked

Re: Can't access internet over mobile data

Leanne_T — Thu, 14 Mar 2024 18:00:59 GMT

Thanks @Xa2

Can you try sending the internet settings to your device for EE using the EE Setup (wdsglobal.com) and let me know if this works for you?

Leanne.

Re: Can't access internet over mobile data

Xa2 — Thu, 14 Mar 2024 18:10:03 GMT

I followed all the instructions and installed the EE internet but unfortunately that hasn't worked

Re: Can't access internet over mobile data

Leanne_T — Thu, 14 Mar 2024 18:12:07 GMT

Thanks @Xa2

Can you try the SIM card in another phone to see if you can use data?

This would help us to know if this is the SIM or phone.

Leanne.

Re: Can't access internet over mobile data

Xa2 — Thu, 14 Mar 2024 18:15:24 GMT

I'll see if I can try that

Re: Can't access internet over mobile data

Leanne_T — Thu, 14 Mar 2024 18:20:57 GMT

Let me know how you get on @Xa2

Leanne 🙂

Re: Can't access internet over mobile data

Xa2 — Thu, 14 Mar 2024 19:58:46 GMT

The SIM card didn't connect to the internet over mobile data in another phone. Also I tried another person's SIM card in my phone and that worked. I was able to access the internet over mobile data.

Re: Can't access internet over mobile data

Christopher_G — Fri, 15 Mar 2024 07:59:09 GMT

OK, thanks @Xa2

Was the other SIM you used in your phone an EE SIM?

Chris

Re: Can't access internet over mobile data

Xa2 — Fri, 15 Mar 2024 08:23:17 GMT

No, it was a Virgin SIM card.

Re: Can't access internet over mobile data

Christopher_G — Fri, 15 Mar 2024 08:24:45 GMT

OK, thanks @Xa2

I think it's going to be best to speak with our technical support team so they can check how everything is set up from our side for you.

Chris

Re: Can't access internet over mobile data

Xa2 — Fri, 15 Mar 2024 20:07:03 GMT

After talking with technical support it turns out my SIM was still on a 2g plan, which explains a lot. Technical support were able to change it over to 4g and mobile data now works. Thanks for all the help community EE team.