by colcam101
Explorer

Unable to set up mobile hotspot or access "My EE" etc

I have a sim only plan with 16GB of data per month and have just changed my phone to a Samsung Galaxy Note 4.  When I try to set up a mobile hotspot  I can't switch it on - I follow the configure instructions but to no avail.  Phone asks me to set up a list of allowed devices but you can't do this unless the phone can connect to them so I'm stuck.  Also, although I am an EE customers I am getting a T-mobile logo on my internet app etc, and can't connect to myee on my phone.

 

Any ideas?

 

Thanks,

 

Colin

9 REPLIES 9
by
EE Community Support Team

Re: Unable to set up mobile hotspot or access "My EE" etc

Hello there @colcam101

 

Thanks for coming to the community.

 

Was the device purchased on EE or is this unlocked from another network?

 

Is the T-Mobile showing for your My EE account?

 

If so can you clear all cookies and cache and use this link to log in My EE Register for an online account.

 

Thanks.

by colcam101
Explorer

Re: Unable to set up mobile hotspot or access "My EE" etc

Hi - The phone was purchased unlocked. (I presume it was locked to T-mobile due to the branding on some apps etc?)

 

No - t-mobile doesn't show under my account and I went to online chat where the chap helped me change the access point names to ee (it was set as T-mobile.)

 

The latter has made no difference however.  

 

I'm just trying to find how i clear all the cookies and cache as you suggest!!!

by
EE Community Support Team

Re: Unable to set up mobile hotspot or access "My EE" etc

Thanks @colcam101.

 

This was only needed if your online account showed T-Mobile you do not need to clear these now.

 

Can you connect to the internet fine?

 

Can other devices see you as available when searching?

 

Thanks.

by colcam101
Explorer

Re: Unable to set up mobile hotspot or access "My EE" etc

Yes - i can connect to the internet fine.

 

Sorry not sure what you mean when you say searching?

 

by
EE Community Support Team

Re: Unable to set up mobile hotspot or access "My EE" etc

Hi @colcam101.

 

Do you have another device to connect to your phone?

 

If so if you turn on WiFi and search for available WiFi connections does your phone show up?

 

Thanks.

by colcam101
Explorer

Re: Unable to set up mobile hotspot or access "My EE" etc

No - phone doesn't show up.  I'd normally find it with my laptop if hotspot was on.

 

by
EE Community Support Team

Re: Unable to set up mobile hotspot or access "My EE" etc

Thanks @colcam101.

 

If you use the interactive demo on the help and support pages.

 

Does this work for you?

 

If not I would suggest giving our customer service team a call.

 

Our technical team will be able to have a look into this further for you.

 

Thanks.

 

by colcam101
Explorer

Re: Unable to set up mobile hotspot or access "My EE" etc

Hi - I've spoken to customer services who are unable to help!

 

Thanks for your assistance. 

 

Colin

 

 

by
EE Employee

Re: Unable to set up mobile hotspot or access "My EE" etc

Hi @colcam101

 

In regards to the hotspot situation, please may I know if you have performed a factory reset or a cache clear.

 

Many thanks,

 

Lee

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