by Jay29 Established Contributor
Established Contributor

No 4g and not great signal. Was told need replacement sim, no change.

Was told sim problem so got replacement . Still not working. Then told need to go onto iTunes and upgrade something but I don't have an iPhone it's a LG k10 . 

Maybe nend take it to a shop not getting anywhere fast . Phone only works at home cause  wifi call. 

Also noticed in settings -phone- says mobile data disconnected and only says 2G

Any help be appreciated

1 SOLUTION

Accepted Solutions
by Ace Contributor
Ace Contributor
Solution

Re: No 4g and not great signal. Was told need replacement sim, no change.

Is your nephew on pay monthly? What phone does he have?

 

Where did you purchase the LG K10? Was it EE direct or a third party?

 

Customers can experience a signal difference in the same area because of the frequencies they have access to. To access EEs 800mhz frequency you need a compatible plan and device:

 

http://ee.co.uk/help/help-new/getting-started-and-upgrading/using-your-phone-features/how-do-i-use-4...

 

If you purchased your LG K10 from a third party then you will not have access to EE 800mhz, which will explain why others are getting signal when you are not.

 

ps regarding the image you posted it needs to be approved by a mod before we can see it. It should not take much longer.

16 REPLIES 16
by Ace Contributor
Ace Contributor

Re: No 4g and not great signal. Was told need replacement sim, no change.

Hello @Jay29 is there another device you can test the SIM card in? This will confirm a line or device fault.

 

Is this affecting others in the area or just you?

 

Is mobile data turned on in your devices settings? In settings>mobile networks>network mode do you have the option to set your device to 2/3/4G only? If so which one is selected?

by
EE Community Support Team

Re: No 4g and not great signal. Was told need replacement sim, no change.

Hi @Jay29,

 

In addition to @tm90's questions, does the network status checker show any problems in your area?

 

Thanks

 

James

by Jay29 Established Contributor
Established Contributor

Re: No 4g and not great signal. Was told need replacement sim, no change.

SIM card brand new from EE they thought old sim had problem so replacing it would fix it which not. Tried everything . Set to 2g 3G 4g auto.no problems in area think need send it away been 2 weeks now. When I go to settings -phone saying 2G and sometimes mobile network says disconnected only had phone couple months 

by Jay29 Established Contributor
Established Contributor

Re: No 4g and not great signal. Was told need replacement sim, no change.

No Problems in area 

by Jay29 Established Contributor
Established Contributor

Re: No 4g and not great signal. Was told need replacement sim, no change.

image.png

by
EE Community Support Team

Re: No 4g and not great signal. Was told need replacement sim, no change.

Hi @Jay29,

 

Do you only have this issue indoors?

 

Thanks

 

James

by Jay29 Established Contributor
Established Contributor

Re: No 4g and not great signal. Was told need replacement sim, no change.

@James_B My phone works fine inside as connected wifi and can connect wifi call . Outside no 4g and sending texts can be hit or miss receive no calls unless at home on wifi

by
EE Community Support Team

Re: No 4g and not great signal. Was told need replacement sim, no change.

Thanks for confirming @Jay29

 

Please can I take your postcode so I can have a quick look at the coverage in your area?

 

James

by Jay29 Established Contributor
Established Contributor

Re: No 4g and not great signal. Was told need replacement sim, no change.

@James_B Coverage fine in area my nephew EE and no problems 

had coverage checked had phone networks reset. If you look at photo I posted above can see issue with device . 

 

Post code ab123su thanks for checking though

by Jay29 Established Contributor
Established Contributor

Re: No 4g and not great signal. Was told need replacement sim, no change.

by Ace Contributor
Ace Contributor
Solution

Re: No 4g and not great signal. Was told need replacement sim, no change.

Is your nephew on pay monthly? What phone does he have?

 

Where did you purchase the LG K10? Was it EE direct or a third party?

 

Customers can experience a signal difference in the same area because of the frequencies they have access to. To access EEs 800mhz frequency you need a compatible plan and device:

 

http://ee.co.uk/help/help-new/getting-started-and-upgrading/using-your-phone-features/how-do-i-use-4...

 

If you purchased your LG K10 from a third party then you will not have access to EE 800mhz, which will explain why others are getting signal when you are not.

 

ps regarding the image you posted it needs to be approved by a mod before we can see it. It should not take much longer.

by Jay29 Established Contributor
Established Contributor

Re: No 4g and not great signal. Was told need replacement sim, no change.

@tm90

got phone on contract through EE. My nephew iPhone 7 on EE contract too

by Ace Contributor
Ace Contributor

Re: No 4g and not great signal. Was told need replacement sim, no change.

Then you should both have access to all of EEs frequencies and experience the same levels of signal.

 

It may be worth querying whether 4G calling has been enabled on your account or not through customer service or Live Chat:

 

http://ee.co.uk/help/get-in-touch

by Jay29 Established Contributor
Established Contributor

Re: No 4g and not great signal. Was told need replacement sim, no change.

@tm90 ye maybe new sim not activated properly or something. No one can seem to solve it. Hopefully dont need send phone away get fixed only had it couple months. 

 

The photo i sent was from settings and my phone. Says mobile network disconnected and only reads 2G 

by Ace Contributor
Ace Contributor

Re: No 4g and not great signal. Was told need replacement sim, no change.

Mine says mobile network state disconnected because I turned mobile data off in settings>mobile data. Have you definitely got this turned on?

 

Service state is in service for me - that one does not seem right.

by
EE Community Support Team

Re: No 4g and not great signal. Was told need replacement sim, no change.

Hi @Jay29,

 

I've double checked and the coverage in your area looks excellent.

 

Please get in touch with customer services so our technical team can take another look at this for you.

 

They'll be happy to follow this up until they find a resolution for you.

 

It's certainly looking like a phone/SIM issue.

 

Thanks

 

James

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