Mobile WiFi connection failure

[Billh1]

My mobile WiFi has suddenly stopped working.  When I try to log in I get a message saying "login to Web management account to access the Internet". When I do this I get a message saying "connection failed, profile invalid, contact service provider ". It was fine yesterday afternoon but last night and today I haven't been able to get a connection. Tried  clearing the cache but it made no difference.  Any ideas out there? I don't have a number for EE and doubt if they would be of any help if I did.

[Leanne_T]

Hi @Billh1

Thanks for coming here. 

Have you tried restarting the device? 

Is the SIM on pay as you go or a pay monthly contract? 

Thanks 🙂

Leanne. 

[Mick-DC]

Hi

I am having the same problem. Using an E3533 dongle for years and today won't connect and says my profile is invalid?? This is on a pay as you go contract tried resetting, rebooting and still same message. 

Also had problems with topping up had to email EE to get that done. 

Very shoddy for a so called market leading provider 

[Leanne_T]

Hi @Mick-DC

Are you able to try the SIM in another device to see if it works? 

Leanne.

[KevinCarr]

Also having same problem with HUAWEI E5330 pocket wi-fi. Stopped working yesterday, tried resetting, rebooting etc. but no use.  Any help would be appreciated. Thank you.

[KevinCarr]

I swapped the SIM with one in my EE phone. The Huawei wi-fi worked first time and the phone worked with the wi-fi SIM. When I swapped them back the wi-fi produced the same error again (phone was ok with original SIM though).

[Jon_K]

Hi @KevinCarr.

Are you able to try getting a replacement SIM card to see if this helps?

The alternative is to factory reset the WiFi device.

Jon

[KevinCarr]

I have factory reset serveral times to no effect. 

Have swapped SIMs with another EE phone. Both SIMs work in each other's devices but when swapped back the original sim in the Huawei mobile wifi just displays EE 3G 'Connection Failed. The profile is invalid. Please contact service provider'.

[Katie_B]

That's strange @KevinCarr. 

I would recommend giving us a call so our technical care team can take a further look into this for you. 

Please be sure to keep us updated on this one. 

Katie

[jim126]

I'm glad it isn't just me then.  It was working fine on Wednesday, then from Thursday I've been getting the same problems on a Huawei USB dongle on my laptop.  Have reset it to factory settings, uninstalled and reinstalled and it's still not working.  It seems like the server it's supposed to connect with is down.

Update: checked to see if EE is having problems and many are reporting internet outages around the London and south-east areas.  That makes me think even more that the server the dongles connect to is in one of those areas and is having problems