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mobile data not working

Vegemitekid1
Contributor
Contributor

‎27-02-2021 06:43 PM

Hi,

I've been with EE for 12 months on monthly sim only account with 20Gb of data per month. For the past couple of months once I leave the house and away from wifi I am not able to access the internet for Messenger, Google maps, nothing. I am not getting a text alert to say I have reached the spend cap. This is from my account so why can't I access the internet through mobile data?

I even turned off mobile data in the house to make sure I was not inadvertently using mobile data instead of home wifi data.  

 

7.9 MB used of 20 GB18 Jan 2021EXPIRED17 Feb 2021
9.28 MB used of 20 GB18 Dec 2020EXPIRED17 Jan 2021
109.05 MB used of 20 GB18 Nov 2020EXPIRED17 Dec 2020

 

I have an unlocked iphone 8 .

 

Look forward to any insights or assistance

0 Helpful
12 REPLIES 12
bristolian
EE Community Star
EE Community Star

‎27-02-2021 07:52 PM

Hi @Vegemitekid1 


What happens when you try to use mobile data?

 

If you switch off WiFi at home, for testing purposes, what happens when you try to use data?

0 Helpful
Vegemitekid1
Contributor
Contributor
In response to bristolian

‎28-02-2021 09:59 AM

Hi 

Thanks for your reply. I turned off wifi and tried to load Facebook and Twitter using mobile data. After buffering for some time there is an error message - something went wrong. Try again. When out of the house and off wifi, Messenger messages do not reach the contact. Very frustrating. Its been like this since mid December. 

Any assistance or advice appreciated.

0 Helpful
bristolian
EE Community Star
EE Community Star
In response to Vegemitekid1

‎28-02-2021 10:35 AM

Is mobile data enabled on your phone?

 

Have you tried restarting your phone and toggling mobile data off/on?

0 Helpful
Vegemitekid1
Contributor
Contributor
In response to bristolian

‎28-02-2021 10:49 AM

Hi 

Yes I tried all those basics and no resolution. Still gives Somethin went wrong Try Again. 

Phone software and Apps are up to date.

thanks 

0 Helpful
bristolian
EE Community Star
EE Community Star
In response to Vegemitekid1

‎28-02-2021 11:03 AM

What model of phone do you have? Is it Android or iOS?

 

Do all the apps you're trying to use, have mobile data permissions enabled? If in doubt, remove all the permissions, restart your phone and then retry using them. They should prompt for permission to be re-enabled.

0 Helpful
Vegemitekid1
Contributor
Contributor
In response to bristolian

‎28-02-2021 11:30 AM

Hi,

Tried all that and still getting error messages. 

thanks

 

0 Helpful
Vegemitekid1
Contributor
Contributor
In response to Vegemitekid1

‎28-02-2021 11:30 AM

Sorry Iphone 8 

0 Helpful
James_B
EE Community Manager
EE Community Manager

‎28-02-2021 12:06 PM

Hi @Vegemitekid1,

 

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

 

What does the network indicator in your status bar show? Can you see a 3G or 4G symbol?

 

Does the coverage checker show any network problems in your area?

 

James

0 Helpful
Vegemitekid1
Contributor
Contributor
In response to bristolian

‎28-02-2021 12:13 PM

Hi 

Will VPN have an effect?

I had the 12 months Norton package with EE and that is due to expire. Whilst Norton is not due to expire until late March it seems that not all functions are available. 

Thanks

0 Helpful