sim card not registering

[jtscotland]

A neighbour has just got a 4GEE router with sim card but it isnt getting a signal

I've checked the router and know it is working ok as it can see the EE network is available

The sim card is not damaged as I can see all the info on the router (phone number, IMEI etc)

The card is simply not registering on the network

This is a common problem in this area where the mast only provides a 4g signal which therefore means it has to be contract (not PAYG) and phones will only work if they have VoLTE capability

The issue appears to be connected with the mast only using band 20 (800MHz) as everything works ok when we take it into town where there are multiple bands on other masts

(we live miles from anywhere and the mast is the only one accessible)

I've helped several other neighbours to get past this issue by talking directly with EE but am wasting several hours every time before EE simply replicate the setup of my own sim but have had no explanation on the cause

Any idea on the exact cause of this issue?

[James_B]

Hi @jtscotland,

You shouldn't have to make any settings changes for the router to connect to band 20.

Have you tried the router in different parts of the building to see if connects?

James

[jtscotland]

it’s not a reception issue
I know I shouldn’t have to do anything different but it doesn’t work

I've tried it in a phone and a different router and it has the same issue

It’s definitely something to do with the way it’s set up on EE systems

I’d just like to know the cause

Believe me, I’ve helped several people in my area with the exact same issue

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[James_B]

Hi @jtscotland,

Sorry, we can't access individual accounts via the EE Community. Please get in touch with Customer Care for support.

Thanks

James

[XRaySpeX]

PAYG SIMs do work in a mobile router on the 4G network.

[jtscotland]

We've managed to resolve the issue following assistance from 2nd line support

The issue was resolved by ensuring that the sim is configured for wifi/4g calling 

This setting can only be performed by EE

[James_B]

Glad you got it sorted @jtscotland

Thanks for the update.

James

[XRaySpeX]

That's fishy! Mobile routers don't do calls anyway! They have no dialler.