by boca Investigator
Investigator

Samsung A5(2017) losing 4G

Yesterday my phone lost 4G, it still works on 3G. My wife's A3 still works on 4G and I can see no difference in their settings. Any thoughts please?

10 REPLIES 10
by boca Investigator
Investigator

Samsung A5 2017 losing 4G

Yesterday my phone lost 4G, it still works on 3G. My wife's A3 still works on 4G and I can see no difference in their settings. Any thoughts please?

by
EE Community Support Team

Re: Samsung A5(2017) losing 4G

Hi @boca.

 

Welcome back to the community.

 

Have you tried manually selecting the EE network and restarting the phone?

 

Hope to hear back from you soon.

 

Jon

by boca Investigator
Investigator

Re: Samsung A5(2017) losing 4G

Hi Jon, 

 

Thanks for the tip, I tried it but with no success. ( my wife's phone adjacent to mine us showing strong EE 4G)

by
EE Community Support Team

Re: Samsung A5(2017) losing 4G

Thanks for trying @boca.

 

Is the network mode set to automatic and 4G enabled on the phone?

 

You can do this under Settings > Connections > Mobile Networks > Network Mode.

 

Jon

by boca Investigator
Investigator

Re: Samsung A5(2017) losing 4G

HI Jon, 

 

Network mode is LTE/2g/3G ( AUTO) which is same as my wife's and, I think, the same as it was when the 4g worked.

 

Thank you for your help.

by
EE Community Support Team

Re: Samsung A5(2017) losing 4G

Hi @boca,

 

It looks like all of your settings are correct so we'll need to get our technical team to look into this in more detail.

 

Please get in touch when you have a moment and they'll be happy to help.

 

Thanks

 

James

by boca Investigator
Investigator

Re: Samsung A5(2017) losing 4G

Hi, 

i have got this working by turning off wi-fi!

 

This has previously been working with wifi on,

 

any thoughts on what could have changed?

 

 

by
EE Community Support Team

Re: Samsung A5(2017) losing 4G

Thanks for letting us know, @boca.

 

So does it seem to be working fully now? 

 

Chris

 

 

by boca Investigator
Investigator

Re: Samsung A5(2017) losing 4G

Hi, the 4G is working but i have to turn wifi on when i need it. Is there a way of getting back to where i was with both wifi and 4g enabled... this will reduce my usage if precious mobile data.

by
EE Community Support Team

Re: Samsung A5(2017) losing 4G

Even when you're not in range of a paired WiFi connection, @boca?

 

Could you try backing up your phone and doing a master reset?

 

Thanks

 

Chris

 

 

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