Highlighted
by Investigator
Investigator

You are not subscribed to a mobile data service

Long-standing customer, recently rejoined after a few days of discovering my home is in a black spot with sky. New EE sim saying not subscribed to mobile data, on my second sim and probably 3 hours on phone to EE to try and fix issue, phoned we to make complaint told to go into a shop when o don’t live near one and then get a txt to say my complaint is closed ! It certainly isn’t ! I’ve never had any problem with EE not changed phone or any settings other than swapping to sky for a matter of days

20 REPLIES 20
Highlighted
by Grand Master
Grand Master

Re: You are not subscribed to a mobile data service

Hi @chellecambs11

 

Have you got the correct APN settings on your phone. Check here and download them. 

 

You haven't said what device you have or if you are PAYG or pay monthly.

 

Thanks

 




To contact EE Customer Services dial 150 From your EE mobile or 07953 966 250 from any other phone.

EE standard opening hours are 8am to 9pm weekday, 8am to 8pm on weekends.
Highlighted
by Investigator
Investigator

Re: You are not subscribed to a mobile data service

It’s an iPhone 5s on monthly sim

Highlighted
by Investigator
Investigator

Re: You are not subscribed to a mobile data service

Thanks but apple doesn’t appear on list of manufacturers?

Highlighted
by Grand Master
Grand Master

Re: You are not subscribed to a mobile data service

Hi @chellecambs11

 

  • Have you tried resetting your network settings.
  • Have you made sure mobile data is active and settings are showing 4G or LTE

Also are you sure your home address is covered by EE? 

 

Thanks




To contact EE Customer Services dial 150 From your EE mobile or 07953 966 250 from any other phone.

EE standard opening hours are 8am to 9pm weekday, 8am to 8pm on weekends.
Highlighted
by Investigator
Investigator

Re: You are not subscribed to a mobile data service

Thanks for the reply but it’s a yes to all of those, was on orange/EE for 17yrs lol 5 where I live now. Everything tried over the phone with EE but I feel they have just left me hanging without anyone following this up and my complaint being closed. Really don’t know what to do

Highlighted
by
EE Community Support Team

Re: You are not subscribed to a mobile data service

Morning @chellecambs11

 

Thanks for coming to the community.

 

I am sorry to hear your complaint has been closed.

 

To help you with this, I have sent you a private message on here for some details.

 

Speak soon, Leanne.

Highlighted
by
Explorer

Re: You are not subscribed to a mobile data service

I have the same problem

 

How can I solve it?

 

For 2 weeks I went to your stores, but nobody was able to help me

Highlighted
by
EE Community Support Team

Re: You are not subscribed to a mobile data service

Hi there @DaniloP

 

Welcome to the community.

 

What phone are you using?

 

Does this happen on all websites and apps?

 

Leanne.

Highlighted
by
Explorer

Re: You are not subscribed to a mobile data service

iPhone SE

On this phone I had several SIM and all worked perfectly.

 

I have used the same SIM in a different phone in the previous weeks and it worked perfectly.

 

I have checked in the Personal Area (using the IMEI) and the phone is "unlocked", so it should work.

 

Yes, it happens with every app/website

 

The message "You are not subscribed to a mobile data service" is shown is Safari, other browsers show a sligthly different message (but they all always mean "No Internet available").

 

Other apps that uses Internet just do not work.

 

On the top is shown the 4G icon (or the 3G in some places) when I turn on mobile network, so it "knows" that I turned it on

 

Moreover, I can make calls and send text messages.

 

As suggested by an employee in your store, I reset the network settings but nothing happened (a part from losing all my WiFi password and also the configuration for my old SIM, that I could use in a future)

Highlighted
by
EE Community Support Team

Re: You are not subscribed to a mobile data service

Thank you for coming back to us @DaniloP

 

I have sent you a private message for further detail. 

 

Katie 🙂

Highlighted
by Investigator
Investigator

Re: You are not subscribed to a mobile data service

Same here, already tried everything that has been proposed. What should I do?

Highlighted
by
EE Community Support Team

Re: You are not subscribed to a mobile data service

Hi @Edodo.

 

Welcome to the community.

 

Are you getting an error to say you can't use your data?

 

What phone are you using?

 

Have you spoken with our Tech Care team?

 

Jon

Highlighted
by Investigator
Investigator

Re: You are not subscribed to a mobile data service

Hi @Jon_K ,

Thanks for your prompt answer. My phone is an iPhone X and yes, I receive an error message that I am not subscribed to a mobile data plan (although I am). Moreover, I tried registering on My EE (both app and website) but it says that my mobile number is not recognised.

 

I bought the SIM one month ago and I have been told it would have been “ready to go”.

 

I have not yet spoken with the Tech Care Team, I was hoping for a faster solution here. 🙂

Highlighted
by
EE Community Support Team

Re: You are not subscribed to a mobile data service

Thanks @Edodo 🙂

 

I know you've said you've tried everything, but does this include resetting the network settings on the phone?

 

If you've tried this, it may be an account issue that's causing the error message when you try to access data.

 

Jon

Highlighted
by Investigator
Investigator

Re: You are not subscribed to a mobile data service

Hi @Jon_K ,

Yes, I have tried resetting the network settings on the phone and I removed the profiles (Setting > General > Profiles). After I did this and I rebooted the phone, it worked for roughly 30 minutes. Then it stopped working (mobile data, phone is working) and started showing this message.


What should I do?

Highlighted
by
EE Community Support Team

Re: You are not subscribed to a mobile data service

Thanks again, @Edodo.

 

I'd recommend trying your SIM card in another phone and testing if you can use data.

 

By doing this, we will narrow down the cause of the problem.

 

If the problem follows your phone, I'd recommend a factory reset, but if it follows your SIM, it may be an account problem that needs to be looked into.

 

Jon

Highlighted
by Investigator
Investigator

Re: You are not subscribed to a mobile data service

Thanks @Jon_K ,

 

I will try in a couple of hours and I will update you.

 

Highlighted
by
EE Community Support Team

Re: You are not subscribed to a mobile data service

No problem @Edodo 🙂

 

 

Highlighted
by Investigator
Investigator

Re: You are not subscribed to a mobile data service

At the end, I had to contact EE (150) and, in my case at least, it had been an issue with my account.

 

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