iPad not connecting to network ( gov.uk / nhs.uk )

[jonathanmerrett]

Please reset my iPad sim. Doesn’t connect to any website or app, including BBC News. Plenty of signal, other EE sims work fine in device, no content restrictions in place, running latest iOS. 

Thanks. 

[James_B]

Hi @jonathanmerrett,

Welcome to the EE Community. 🙂

Are you using a pay as you go or pay monthly plan?

Does your iPad show it is connected to the EE network?

What happens when you try to load a web page over mobile data?

James

[jonathanmerrett]

Pay monthly. Yes, it shows full 4G connection with strong signal. Webpage fails to load and I get a “Safari cannot open the page “Xxx” because your iPad is not connected to the internet.” message.

[Chris_B]

@jonathanmerrett   Have you tried a network reset on the iPad ?  

[jonathanmerrett]

Yes.

[Chris_B]

@jonathanmerrett  Just to check the apps your trying to use have been allowed to use cellular data ?   also the iPad isn’t in airplane mode ?

[jonathanmerrett]

No. The aircraft is not in airplane mode, the cellular data function is turned on, there are no VPNs installed, there is full 4 bars of 4G showing on EE and I am in the UK, not roaming. I have 10GB of data on my plan and my EE account shows I have 10GB of this remaining. Because the network doesn’t work. Wi-fi works in the iPad.

[James_B]

Hi @jonathanmerrett,

Were you in the same location when you tested with another SIM card?

James

[jonathanmerrett]

Yes. Also an EE SIM card on a pay monthly plan (from my phone).

[Alex_S]

Hi @jonathanmerrett,

I would recommend giving our Customer Care Team a call so they can go through the settings on your account with you.

Alex 🙂