topic Re: Moved from 3g to 4g. Network disconnected in SIM cards & Porting

Moved from 3g to 4g. Network disconnected

Jane4077 — Wed, 31 Jul 2024 11:43:02 GMT

I needed to replace my 3g SIM to 4g. I called to ask for a new SIM when it didn't work I called and it was confirmed I had been sent the wrong one, they then sent another one after I asked twice if this was definitely 4g. Now my mobile data will not work and my network status says disconnected. Everything else is working including WiFi.

Help please

Re: Moved from 3g to 4g. Network disconnected

Chris_B — Wed, 31 Jul 2024 12:03:47 GMT

@Jane4077 Do you have a 4G device? You nerd more then just a sim in order to have 4G.

Re: Moved from 3g to 4g. Network disconnected

Jane4077 — Wed, 31 Jul 2024 12:29:52 GMT

Yes my device is 4g

Re: Moved from 3g to 4g. Network disconnected

Chris_B — Wed, 31 Jul 2024 12:47:27 GMT

@Jane4077 Have you checked the APN settings on the device? Please see THIS And have you tried restarting the device a few times as the sim needs to activate and this can take up to 24 hours

Re: Moved from 3g to 4g. Network disconnected

Jane4077 — Wed, 31 Jul 2024 13:30:48 GMT

I've had the new SIM for one week so my device has been restarted a few times. No change though.

Re: Moved from 3g to 4g. Network disconnected

Alex_H — Wed, 31 Jul 2024 14:28:31 GMT

Hi @Jane4077

Welcome to the EE Community 🙂

What type of phone is it you are using?

Have you been able to test the SIM in another working phone at all?

Alex

Re: Moved from 3g to 4g. Network disconnected

Jane4077 — Wed, 31 Jul 2024 15:39:34 GMT

It's Motorola G7 play. Calls,texts and WiFi all work,the service status is connected. I don't have another phone.

Re: Moved from 3g to 4g. Network disconnected

Katie_B — Wed, 31 Jul 2024 16:26:56 GMT

Hi @Jane4077.

Thanks for getting back to us.

Have you been able to follow the advice above and check your APN settings?

Katie

Re: Moved from 3g to 4g. Network disconnected

Jane4077 — Wed, 31 Jul 2024 16:49:13 GMT

Yes,It was working perfectly with my old SIM card it's only been since I received a text message saying my 3g SIM would no longer be able to use mobile data which is why I think I have been sent another 3g sim instead of a 4g

Re: Moved from 3g to 4g. Network disconnected

Katie_B — Wed, 31 Jul 2024 17:55:35 GMT

Hi @Jane4077.

The SIM you have received should be a 4G SIM.

Do you live near a local EE Store?

Katie

Re: Moved from 3g to 4g. Network disconnected

Jane4077 — Wed, 31 Jul 2024 18:28:50 GMT

Yes I have been in last week the staff fitted my new SIM but just checked I could make calls,nothing else.

Re: Moved from 3g to 4g. Network disconnected

Peter_W — Thu, 01 Aug 2024 09:44:02 GMT

Thanks for confirming that @Jane4077 😊

If you're able to pop back into the store, they'll be able to get this all double checked to make sure everything is up and running as it should be.

You can also reach out to our dedicated customer care team so they can check everything out at out end. You can find all the details you need on how to contact them right HERE.

Peter

Re: Moved from 3g to 4g. Network disconnected

Jane4077 — Thu, 01 Aug 2024 10:13:54 GMT

Yes the shop has confirmed the SIM appears to be faulty. They could not give me a new one as they do not stock PAYG SIM cards.

I've tried calling 150 but there does not appear to be a extension number for replacement SIM cards.

Re: Moved from 3g to 4g. Network disconnected

Peter_W — Thu, 01 Aug 2024 10:33:15 GMT

Thanks for confirming that @Jane4077

I'm glad to hear that you've managed to get into the store to check this out too.

If you speak with our dedicated pay as you go customer care team, they should be able to get you a replacement SIM sorted out.

If you need to call from another line, you can reach them on 07953 966 250.

Peter