4G on pay as you go phone

[jw60]

My phone if 4G enabled and I've checked the settings are correct but I can't use the internet away from home. It's been suggested that I need to get an updated sim card for it to work. Is that correct?

[bristolian]

Hi @jw60 

No, it almost certainly isn't correct. What phone do you have and do you have credit on it?

It could be as simple as enabling mobile data on your phone.

[jw60]

It's a HOMTOM HT26 and yes there is credit on it

[Katie_B]

Hi @jw60. 

What reports back to you when you text AL to 150?

Katie

[jw60]

Hi Katie,

It just gives me details of my balance and last top-up info

[Jon_K]

Hi @jw60.

Does it give details of any available data?

Is mobile data enabled in your phone settings?

Could you try restarting your phone again?

Jon

[jw60]

Hi,

There was no mention of data on there.

Found cellular data, switched it on. Restarted the phone but still not seeing 4G on the top line of the phone display. Sent AL again to 150 and same reply as yesterday, no mention of data 

[Jon_K]

Thanks @jw60.

So cellular data is now turned on?

Do you have another phone you could try your SIM card in?

Jon

[jw60]

Hi,

Yes cellular data is switched on. Unfortunately I don't have an old one that's 4G enabled.

Thanks for your help

[Jon_K · Accepted solution]

Thanks @jw60.

I'd recommend contacting our Tech Care team so they can check that your account is set up correctly.

They will also be able to continue troubleshooting with you.

Jon