topic Re: No internet access in SIM cards & Porting

No internet access

Juliedawn — Wed, 14 Aug 2024 15:05:05 GMT

Since having a new SIM card in November I have been unable to get internet access outside my house. What can I do?

Re: No internet access

Northerner — Wed, 14 Aug 2024 15:15:37 GMT

Hi @Juliedawn

What device do you have.
Are you on EE PAYG or pay monthly contract.
Is data active on your device.

Thanks

Re: No internet access

bristolian — Wed, 14 Aug 2024 17:48:08 GMT

Assuming you're referring to mobile data... do you get coverage in this location?

That helps ID if you're reporting... poor coverage? Or a problem using mobile data when coverage is shown?

If the latter - can you make & receive calls in the same location?

Re: No internet access

barbara561 — Sat, 17 Aug 2024 13:09:57 GMT

I have the same problem......I can text, message etc, but have no access to the internet.

Re: No internet access

Peter_W — Sun, 18 Aug 2024 08:10:01 GMT

Hey there @barbara561, thanks for reaching out to us here on the Community 😊

If you're unable to get online on your mobile, I'd love to check over a few details to see if we can things working as they should be.

What model of phone are you using, and is it 100% of the time that it's not working, or only at certain times?

Peter

Re: No internet access

barbara561 — Sun, 18 Aug 2024 14:32:18 GMT

I am using an iPhone 15.

it connects fine in my house but outside I can't access the internet.

Re: No internet access

Peter_W — Sun, 18 Aug 2024 14:36:38 GMT

Thanks @barbara561

When you're connecting at home do you have home WiFi that you use, or will the phone work via its own data connection.

Also when you head out and about, do you see a 4G or 5G indicator next to your signal bars?

Peter

Re: No internet access

barbara561 — Sun, 18 Aug 2024 14:42:37 GMT

I use my BT Broadband at home.

just checked outside.....says not connected and its 5G next to signal bars

Re: No internet access

Peter_W — Sun, 18 Aug 2024 14:49:21 GMT

Cheers @barbara561, let's try a bit of troubleshooting to see if we can get this working!

Can you please go into your settings and select Mobile Service, then make sure the option for mobile data is showing as on?

We've got a really useful help guide that gives a walkthrough on how to do this if you're not sure, too.

Peter

Re: No internet access

barbara561 — Sun, 18 Aug 2024 15:21:17 GMT

yes mobile data is on

Re: No internet access

Katie_B — Mon, 19 Aug 2024 09:23:46 GMT

Thanks for getting back to us @barbara561.

Does this happen in multiple locations?

Katie

Re: No internet access

barbara561 — Mon, 19 Aug 2024 13:09:24 GMT

Hi Katy...yes it happens whenever I am out of the house

Re: No internet access

Katie_B — Mon, 19 Aug 2024 13:43:55 GMT

Hi @barbara561.

Are you able to test your SIM in another device?

Katie

Re: No internet access

barbara561 — Mon, 19 Aug 2024 13:44:30 GMT

With my old BT SIM card I had no trouble switching from home broadband to accessing internet when away from home.....now once out of house I can't access internet or mail......I can text etc.

Re: No internet access

Katie_B — Mon, 19 Aug 2024 13:46:43 GMT

I would recommend trying your SIM in another device @barbara561.

If this still does not work the next step would be a replacement SIM.

Katie

Re: No internet access

barbara561 — Mon, 19 Aug 2024 13:48:23 GMT

Hi Katie sorry I can't as my iPhone is the only one in household

Re: No internet access

Katie_B — Mon, 19 Aug 2024 14:07:22 GMT

If you text AL to 150 what reports back @barbara561?

Do you have a local EE Store near?

Katie

Re: No internet access

barbara561 — Mon, 19 Aug 2024 14:13:00 GMT

I texted 150 and did as you said.

and got a summary of my allowances etc.

yes I do have store near me.

Re: No internet access

Katie_B — Mon, 19 Aug 2024 14:20:02 GMT

Thanks for checking @barbara561.

I'd recommend going into your local EE Store so they can test your SIM.

It would be great if you could take photo ID in case a replacement is required, you will be able to get that there and then.

Katie

Re: No internet access

barbara561 — Mon, 19 Aug 2024 14:23:53 GMT

Many thanks Katie and good tip re photo ID.

Thank you.