Galaxy A8 (2018) Mobile Data Stopped Working

Ross232 · ‎09-10-2023

Problem: No mobile data service on Galaxy A8 (2018) (SM-A530F).

Background: My mobile (cellular) data stopped working completely when I switched network providers from Plusnet to EE about a week ago. I can't get any mobile internet connection, even when I have four bars of signal strength. The handset doesn't show a 4G+/4G/3G icon near the clock. On the SIM card status menu, "Mobile network state" shows disconnected, even when mobile data is enabled. Voice calls and wifi data work correctly. Mobile data used to work correctly on previous carrier (Plusnet). Latest software is installed (build PPR1.180610.011.A530FXXULCUK6).

Already Tried:

Testing SIM (my SIM works when in my wife's phone; her SIM--also EE--works in her phone but not in mine.)
Calling EE, although the fact the SIM works in another device implies it's not the network
Restarting device
Switching airplane/flight mode on and off again
Disabling wifi
Disabling Bluetooth
Checking "Data saver" is off
Checking "Set data limit" is off
Restarting in safe mode
General Management > Reset > Reset settings
General Management > Reset > Reset network settings
General Management > Reset > Factory data reset
Deleted and manually recreated APN
Installed "Samsung Members" app, and ran diagnostics tests (no errors found)
Deleted cache partition and formatted device using recovery mode

I'm at a loss. Is there anything else I can try?

James_B · ‎10-10-2023

Hi @Ross232,

Welcome to the EE Community. 🙂

Please try updating your settings at EE Setup (wdsglobal.com) and let me know if that resolves the issue.

Thanks

James

Ross232 · ‎11-10-2023

Hi James

Thank you for the suggestion, but it didn't work.

I went to setup-ee.wdsglobal.com, selected my handset (the list isn't sorted correctly, but I found it in the end), installed the configuration file, and restarted my phone. I still can't connect to mobile data, and can't see that the new configuration made any difference.

I called EE technical support last night, and a technician said that EE only supports Android 10 or later - is this correct? My device is Android 9. However, my wife's phone is Android 8 and her data works correctly.

Thanks

Ross

James_B · ‎11-10-2023

Hi @Ross232,

I'm not aware of any compatibility issues with earlier versions of Android.

Can you use data if you complete a factory reset without restoring from a backup?

James

bristolian · ‎11-10-2023

Do your voice calls use VoLTE, or do they fallback to 2G/3G?

Ross232 · ‎11-10-2023

> Do your voice calls use VoLTE, or do they fallback to 2G/3G?

How do I check this? It doesn't show an icon near the clock, just the signal strength bars.

Ross232 · ‎11-10-2023

Hi James

I haven't tried to do use mobile data without restoring from backup because the restore option is part of the initial boot process. However, the restore gives several checkboxes when asking what to restore (contacts, apps, etc.) and I didn't select the "settings" checkbox, which I'd assume would be where the mobile data options would be stored.

I'm reluctant to do a third wipe and restore to test your suggestion.

Thanks

Ross

James_B · ‎12-10-2023

Is it a dual SIM model @Ross232?

If it is, could you try the other SIM slot and let me know if that resolves the issue?

James

Ross232 · ‎12-10-2023

Hi James

Thanks for the suggestion, but it's the single SIM model, so unfortunately can't try that.

Thanks

Ross

James_B · ‎12-10-2023

No problem @Ross232

I'd recommend contacting Technical Support so a member of the team can take another look at this for you.

Thanks

James