EE sim does not support in my Robustel router

[SasiniAnusha]

We are a company that recently switched to OneConnectivity with EE. However, it seems that all the data-only SIM cards we were using for our routers are no longer working. All routers are configured correctly, and when we try using our personal SIM cards, the routers work fine. We contacted EE support, but they haven’t been able to identify the issue. We also tried a suggestion from a forum, which involved changing the following settings, but it didn’t work:

Name: EE Internet
APN: everywhere
Username: eesecure
Password: secure
Authentication type: PAP
Most of our routers are Robustel, and we hope someone can help us resolve this.

Error is No internet, Secured

[Peter_W]

Hey there @SasiniAnusha, welcome to the EE Community. 

The APN settings you've shared here look good from what I can see, but as these aren't routers we directly support, it's not possible for us to provide specific support. 

You've mentioned getting these through OneConnectivity; do they hold the account for all of your SIMs etc? 

If they're a separate supplier that use our network, it could be worth reaching out to them too.

Peter

[SasiniAnusha]

Hi Peter,

Thank you for reaching out to me. That was the first thing I did. They asked me to contact EE support through 150, but we couldn't get through. We also requested them to change the SIM plan to broadband, but we're still seeing "No Internet, Secured." Yes, OneConnectivity holds the account, but they’re asking us to get technical support directly from EE.

Do you have any solutions for this issue?

Thank you.

[Peter_W]

Thanks for explaining all of that for me, @SasiniAnusha.

Are these SIMs working with no issue in other routers/devices? 

Also did you manage to get in touch with a member of our team in the end? If you did how did they leave things with you?

Peter

[SasiniAnusha]

No, Peter, none of the SIMs are working in the routers, but I’m sure the routers are fine and configured properly. No one has reached out regarding this matter yet, as we’ve been communicating through OneConnectivity. They mentioned that they haven’t heard back from EE.

[Peter_W]

Cheers @SasiniAnusha.

You're certainly more than welcome to get in touch with our technical team so they can make sure we've looked into every option we can here. 

I can't say 100% what support they can offer if OneConnectivity manage the account, but if this was the case we would absolutely expect them to work alongside them for getting things sorted.

Peter

[SasiniAnusha]

Hi Peter,

Thank you for your support on this matter. I tried calling technical support, but it doesn't seem to be very helpful.

[Ali_A]

@SasiniAnusha Are you able to test one of the SIM cards in a mobile device to see if you pick up internet connectivity? 

It may be best to test in an EE mobile device so the correct settings will already be in place. 

Ali