Can’t connect to internet or apps outside home and work

[Jonesy1977]

Hello, does anyone have any suggestions as to why I can’t ever connect to the Internet and my apps when in public? I keep getting a message saying I can’t connect to the Internet outside of home and work. Have obviously turned on mobile data, I’m nowhere near using my monthly data, my apps are not set to use wi fi only and have cleared the cache on all my apps.  Went to the EE shop and they seemed clueless tbh. Thank you.

[bristolian]

Does your Android phone show a "VoLTE" symbol next to its coverage indicators? This would confirm 4G coverage in use.

Do the symptoms change if you disable mobile data & retry?

[Jonesy1977]

Hello, thanks for your response.

Yes it does say “VoLTE” next to the coverage system but my settings are auto connected to 2G/3G/4G/5G.

Symptoms do not change after disabling mobile data and retry.

[Peter_W]

Hey there @Jonesy1977.

Thanks for reaching out to us here on the Community!

As well as the VoLTE symbol, can you see a 4G / 5G symbol next to your signal bars?
Also what model of phone is it you're using, and has mobile data worked in the past?
Peter

[Jonesy1977]

Hello, thanks for your response!

No there is no 4G/5G symbol next to the signal bar.

I’ve got a Samsung Galaxy A15 and data mobile has worked in the past, although more times than often it doesn’t work.

I think it’s something to do with my SIM card, it doesn’t seem to connect to the Internet or apps when I’m out of reach for my home and work wi fi.

[Schockwave]

@Jonesy1977 , you can order a replacement SIM card or go to a high street store with photo ID and get a replacement from there. 
You can order it either via the app or by ringing customer service, but make sure that you order a replacement SIM card, as that will have your number, if you think there is something wrong with your SIM card.

Have you taken the SIM card out, given it a wipe and the SIM card slot, or tried it in another phone to see if that solves the problem?

[bristolian]

VoLTE indicates a connection to 4G, and is instead of a 4G/5G symbol on Android.

Do you know any other EE users locally? I'm inclined towards this being a phone fault but comparing with a working device (including a 2way SIM-swap) would be interesting.

Do you have any issues with voice calls?

[Peter_W]

Thanks for confirming that @Jonesy1977.

Before we look at the SIM replacement option, it's worth trying a network settings reset, as this can often help kick your connection back into gear.

To do this go into Settings > General Management > Reset > Reset Mobile Network Settings > Enter PIN (if required). 

At this point, it will take you back to the previous screen, but I'd just recommend turning your phone off then back on again too.

You won't lose any personal data such as contacts or photos with this reset, but you will need to provide your password next time you connect to WiFi.

Keep us posted on how you get on!
Peter

[Jonesy1977]

Hello, thanks for your response!

I have indeed tried to clean the SIM card and slot, I shall pop into my local store and ask for a replacement SIM card. 

Thank you.

[Jonesy1977]

I have no issues with voice calls, I have made another appointment with my local store. Hopefully they’ll be a bit more helpful this time!

Thank you.