by Luisornelas Established Contributor
Established Contributor

Mobile data doesn't work properly after I upgraded for a new contract and new ed

After I upgraded for a new contract and new device my data doesn't work properly. This only started the after my new contract started. Went to EE shop and they exchange my new phone and gave me a new SIM card. And still I have the problem with mobile data

37 REPLIES 37
by Ace Contributor
Ace Contributor

Re: Mobile data doesn't work properly after I upgraded for a new contract and ne

Hi,. @Luisornelas

What is make and model of your phone.?

And what issue you facing with your Data.?

Many Thanks 

by Luisornelas Established Contributor
Established Contributor

Re: Mobile data doesn't work properly after I upgraded for a new contract and ne

Samsung Galaxy S8. I bought the phone on the 29 April. The mobile data was working perfectly. But on 9 may the new started. That was when the problem started. I switch the data on and try to use amazon App or Google Chrome,  or ee app and says that there's no signal. And the data is on. 

by Luisornelas Established Contributor
Established Contributor

Re: Mobile data doesn't work properly after I upgraded for a new contract and ne

Data only works,  when it wants.

by Ace Contributor
Ace Contributor

Re: Mobile data doesn't work properly after I upgraded for a new contract and ne

Hi,. 

Have you try to network resettings? 

And also please click here Network Status Checker

If any work going on your area. 

Many Thanks 

by Luisornelas Established Contributor
Established Contributor

Re: Mobile data doesn't work properly after I upgraded for a new contract and ne

Yes I already tried that. There's no work in my area. The problem started since I upgraded. 

by Luisornelas Established Contributor
Established Contributor

Re: Mobile data doesn't work properly after I upgraded for a new contract and ne

It not in one area that this happen. Everywhere I go, it the same thing. 

by Ace Contributor
Ace Contributor

Re: Mobile data doesn't work properly after I upgraded for a new contract and ne

Hi, 

Sorry @Luisornelas

You need Get in Touch with EE technical team. 

Live chat and calling option will be available 8:00am 

Many Thanks 

by Luisornelas Established Contributor
Established Contributor

Re: Mobile data doesn't work properly after I upgraded for a new contract and ne

OK thank u for your help and advice. 

by Ace Contributor
Ace Contributor

Re: Mobile data doesn't work properly after I upgraded for a new contract and ne

@Luisornelas

It's OK hopefully technical team will Help you in this situation. 

Please let us know when it sort out for you. 

Many Thanks 

by
EE Employee

Re: Mobile data doesn't work properly after I upgraded for a new contract and ne

Hello @Luisornelas

 

Pop back and let us know how it goes after speaking to tech.

 

Thanks - Karen. Smiley Happy

by Luisornelas Established Contributor
Established Contributor

Re: Mobile data doesn't work properly after I upgraded for a new contract and ne

Still with the same problem after speaking with ee tech

by Ace Contributor
Ace Contributor

Re: Mobile data doesn't work properly after I upgraded for a new contract and ne

Hi,

@Luisornelas

Sorry to hear that what was there findings.

Many Thanks 

by Luisornelas Established Contributor
Established Contributor

Re: Mobile data doesn't work properly after I upgraded for a new contract and ne

They can see that my data works and stops with no reason. They still don't know if the problem is also the phone. But this is the second one I have because they exchange the one I original purchase on EE Shop. 😑😑. But i still have time from the 30 days to exchange it again... My bill is paid and I can't use it normally... 😑😑😑😑

by Grand Master
Grand Master

Re: Mobile data doesn't work properly after I upgraded for a new contract and ne

@Luisornelas   If this is the 2nd device with the same issue then it's not a faulty device.    Have you reset the phone to factory settings don't change anything and see how that goes. 

by
EE Employee

Re: Mobile data doesn't work properly after I upgraded for a new contract and ne

Good Morning @Luisornelas

 

Just a quick question did you restore this device from a previous backup?

 

As @Chris_B advised if it's the same with a second device it'll not be a device issue.

 

Did tech do a network refresh for you?

 

Thanks - Karen. Smiley Happy

by Luisornelas Established Contributor
Established Contributor

Re: Mobile data doesn't work properly after I upgraded for a new contract and ne

The tech team send me a text saying that they updated my settings,  and that a needed to turn on the phone. But the problem is still there. I used smart switch. The weird thing is that connected to wireless there's no problem. All works perfectly. 

by
EE Employee

Re: Mobile data doesn't work properly after I upgraded for a new contract and ne

Thanks for getting back to me @Luisornelas

 

Can you try putting the phone into safe mode and see if you can access data.

 

Let me know what happens!

 

Thanks - Karen. Smiley Happy

by Luisornelas Established Contributor
Established Contributor

Re: Mobile data doesn't work properly after I upgraded for a new contract and ne

I tried that and it works .but I never know when I can use my data, because the 4g is on and I can't use it.

by
EE Employee

Re: Mobile data doesn't work properly after I upgraded for a new contract and ne

Hi @Luisornelas

 

It's not a device issue then - it's something on your phone from the backup that is causing the issue.

 

You'll need to factory reset your phone and set up a new device.

 

Once you've done this you can gradually restore your apps/content - this will help discover what is causing the issue.

 

Thanks - Karen. Smiley Happy

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